Cassio Chaves

Experience

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  Stefanini

  Mar 2010 - Jun 2013

  Operations Lead

  Led the support team auditing cases calls, shift rostering, weekend and non-business hours support availability, team communication, procedures and solutions.• Interviews, hire process and training people to work on field and on the office to support N1 and N2. • Followed up of new and current customers projects from start to end, customers on-site training orthrough Claireconference and support quality evaluation.• Provided IT support for Windows OS, Microsoft Office email accounts and distribution lists.• Desktops, servers, laptops and printer’s maintenance, upgrades and replacements.• Hosted several meetings with the company administration departments to discuss the IT department newtasks and projects.• Defined and documented tests of highly urgent support situations.• Created test for interviews of new engineers including knowledge analysis, self-control and IT supportworkflow. Show less

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  FGL Global Logistics

  Jun 2013 - Aug 2014

  Information Technology Supervisor

  • Provided IT support for Windows OS, Microsoft Office email accounts and distribution lists.• Desktops, servers, laptops and printer’s maintenance, upgrades and replacements.• Hosted several meetings with the company administration departments to discuss the IT department newtasks and projects.• Responsible for software and hardware upgrades and new purchases.

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  Dr.consulta

  Sept 2014 - Jan 2016

  Customer Service Support Manager

  • Coordinator of support efforts for software applications used in clinics customers in the areas of administration, financial and medical records.• Provided IT training for Windows OS support, Microsoft Office 365 accounts and distribution lists, Microsoft Azure accounts, virtual machines and servers.• Desktops, servers, laptops and printer’s maintenance, upgrades and replacements.• Defined and documented IT solutions and operating procedures.• Responsible for the VOIP communication links between the company call centre and customers.• Responsible for managing contracts with printing and security systems suppliers.• Responsible for managing the company resources allocated in the clinics as well as the elaboration of shifts and time management.• Interviews and hire people to work on field, system and develop.• Worked on several projects being responsible for the approval of layouts for future sites, evaluating alltechnological equipment’s used in clinics, the positioning of cameras and alarms, network communications setup, the positioning of service stations and then running verifications to monitor the project’s status summarizing all the information on reports until the inauguration day. Show less

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  Universidade Cidade de São Paulo

  Feb 2016 - Oct 2016

  Information Technology Trainee

  • Logged calls and documented incidents information using the company ticketing system for help desk cases submitted by the university staff and teachers across all Sao Paulo branches.• Provided proper cases escalations and follow up.• Recommended users actions to provide on-phone resolution of issues.• Provided IT support for Windows OS, Microsoft Office, Microsoft Active Directory, webmail and mobileemail configuration.• Desktops, servers, laptops and printer’s maintenance, upgrades and replacements. • Monitored the communication links between the headquarters and the remote sites. • Defined and documented IT solutions and operating procedure. Show less

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  Wipro Limited

  Oct 2020 - Apr 2021

  Technical Support Specialist

  -Provide customer support to software administrators.- Investigate and troubleshoot issues that are reported such as:- Cloud services (Onedrive, google drive, google docs, quip.) integration configuration.-Account management-IdPs (Azure Active Directory, GSuite, Okta) integration configuration.-SSO (single sign-on) configuration.- SCIM and Graph API.- Debug, reproduce and escalate product bugs on the platform to the relevant engineering teams.- Handle inbound volumes in an efficient and professional manner using designated ticket tracking software.- Meet and exceed daily performance metrics related to key performance indicators.- Be an advocate for the customer and develop ways to improve the overall user experience on the site. Show less

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  Accenture

  Apr 2021 - Jan 2023

  Information Technology Customer Service Manager

  Microsoft Azure Activation SpecialistContact AAD P1 and P2 licenses owners to present the benefits of activating all theirsecurity featuresInform and Encourage clients to activate Conditional Access (CA), MultifactorAuthentication (MFA), AD Federation Services (ADFS), Single Sign-On (SSO), PrivilegeAccess Management (PIM), Self-Service Password Reset (SSPR), Role-Based AccessControl (RBAC), Access Package, Identity Governance (Access Review, IdentityProtection...)Collaborate with expert teams for Demo or workshop presentationsCollaborate with SMEs for deploymentsSolution Area SpecialistSales Execution: Introduces how to enable digital transformation across workloads andcollaborates with a virtual team to assess customer needs and proactively build anexternal stakeholder mapping to implement strategies to accelerate the closing of deals,drive consumption and licensing transactions and grow business with current and newCustomers.- Scaling and Collaboration: Collaborates on the planning, orchestration and execution on end-to-end Security opportunities with internal stakeholders and partners to cross-sell and up-sell.- Technical Expertise: Leads end-to-end Security conversations, shares best practices andkey competitor knowledge across solution areas and evaluates opportunities to makerecommendations on pursuit or withdrawal.- Sales Excellence: Leads and plans for strategic accounts in the assigned territory, doesbusiness analysis to pursue high-potential customers and manages the End-to-EndSecurity business across the assigned territory.- Completes required training and obtains relevant product and role certifications alignedto the role and workload/industry. Show less

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  Mastercard

  Jan 2023 - now

  • Establishing account relationships and supporting important operational initiatives• Create processes to analyze and research new products to meet customer needs• Investigate customer issues with web service applications to find and communicate solutions to maximize customer satisfaction.• Serve as focal point for customer issues and capture detailed and accurate information about issues, concerns and enhancements.• Collaborate with others in support of products, processes and problem resolution. Simulate or recreate user issues to resolve operating difficulties.• Provide documentation of current processes, improvements to existing processes, and apply existing support knowledge to build out support models for new products and services.• Adapt personal work style to accommodate an ever changing, diverse and global environment and to organize and prioritize multiple tasks simultaneously based on current business needs• Bring new technology knowledge and training to the team to improve processes and procedures Show less

  • Senior Customer Technical Services Analyst

    Jul 2024 - now

  • Customer Technical Services Analyst ll

    Jan 2023 - now