Paulo Silva

Experience

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  Evolve Systems Group

  Jan 2009 - Jun 2011

  This role involved managing the Support Department on a daily basis, ensuring that incidents and procedures are set in place and followed. This process involved supervising staff, checking incidents, related e-mail boxes, and assisting Support Staff on any difficult issue that would arise.Superseding the budget, customer services and contracts renewed – resulting in higher profits for the support department are also part of the goals to focus on in this position.Key Responsibilities included:- Supervising and assisting Support Staff with enquiries as 2nd line support as well as helping them with the more difficult technical issues.- Training and development for the support team- Maintaining support procedures and support utilities required- Conducting daily or weekly Support team meetings to address any issues- Maintaining any internal support forms or support updates/upgrades directories- Ensuring support response times are in accordance to Standard Service Level Agreements (SSLA). - Providing Weekly, Monthly and Annual Support Report to management as well as formalising a business plan- Exceptional Customer Service and building unrivalled client relationship with clients/consultants Weniger anzeigen • First call for support issues and providing customers with a positive experience while handling technical enquiries by phone, email, fax, chat and remote assistance (Evolve Systems Consulting clients).• Assisting clients with technical software issues relating to Sage Pastel Partner, Sage Pastel Evolution, Sage Line 50, e-Payday, Evolve Payroll, easyprojects.net and Tradepoint Enterprise.• Assisting Software Alliance Group with Support enquiries or phone calls where necessary – as second line assistance.• Resolving internal support issues with network administration or internal software being used.• Responsible for keeping up to date with technical aspects of products.• Exceptional Customer Service and building unrivalled client relationship with Evolve Systems Consulting clients. Weniger anzeigen

  • Support Manager

    Aug 2010 - Jun 2011

  • Support Analyst Consultant

    Jan 2009 - Aug 2010
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  Comcity Technology

  Jun 2011 - Sept 2011

  System Engineer

  Comcity is a leading provider of IT services, solutions and products from small to medium enterprises. Awarded with Microsoft Australia’s Small Business Partner of the year for 2011.Finalist for the Network Infrastructure Partner of the year 2011.At this role I was directly involved in a project providing technical support to one of Comcity’s larger clients. My work consisted of remote support to users, support of servers via remote control software, and solving high level networking issues.Key Responsibilities:- Supporting and troubleshooting Microsoft Windows server and desktop operating systems - Extensive network troubleshooting: DNS, Internet, Routing- Support to Microsoft SBS server support and administration- Server hardware maintenance and troubleshooting Weniger anzeigen

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  Foresite IT Pty Ltd

  Sept 2011 - Nov 2013

  System Engineer at Foresite IT Pty Ltd

  At Foresite, I was responsible to providing high level technical expertise to support various systems. I managed and organised workload, balancing competing priorities and conflicting interests. I cultivated productive working relationships while offering professional proficiency in IT support to external clients. My main focus was to give support to end user by finding suitable solutions to any technical issues that arise. Key Responsibilities:-Troubleshoot issues on multiple computer platforms and devices-Design, implement and maintain Disaster Recovery plan-Support applications such as MS Office, VPN clients, imaging software, and backup clients as well as multiple mail clients such as Outlook and other mail clients-Use imaging tools to provide quality support services-Providing services to organizations spread across multiple locations and collaborating with staff locally and remotely-Giving assistance when building and deploying Windows application packages using RMM N-Able management suite (LANDesk equivalent)-Giving support and administering VOIP phone systems-Creating and managing accounts in Active Directory and Exchange 2010-Conversion of new clients to Company’s MSP model Stabilization and Standardization -Ensuring that resolutions are consistent with company standards Weniger anzeigen

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  Dell EMC

  Jan 2013 - Jan 2020

  I was responsible for delivering a superior support to Dell's Enterprise customers, owning end to end solution for the customer through providing Phone/email/chat and remote diagnostic technical support of Dell EMC storage hardware and configuration for AU and NZ.Key Responsibilities- Assist customers by diagnosing problems and providing resolution for technical and service issues- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions- Recreate, identify and provides input on unique or recurring customer problems- Monitors and track issues to ensure accurate resolution- Review and distribute pertinent cross-functional information (e.g., Sales, TSMs, Customer Care, External Vendors) Weniger anzeigen As Enterprise Technical Support Senior Analyst, I was responsible for delivering a superior customer experience to Dell's Enterprise customers. I owned the end-to-end solution for the customer through providing phone/email/chat and remote diagnostic technical support of Server infrastructure as well as storage, blades, networking and various software applications (Windows, VMWare, RedHat, UNIX, etc.). Key Responsibilities • Assisted customers by diagnosing problems and providing resolutions for technical and service issues • Used troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts • Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions • Recreated, identified and provided input on unique or recurring customer problems • Monitored and tracked issues to ensure accurate resolution • Actively involved in revenue generation activities with current Dell customers at the time.• Reviewed and distributed pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors) Weniger anzeigen Since January 2017, I included to my list of responsibilities the position of POD Leader; leading a small team towards a more efficient case management, improving customer satisfaction whilst focusing on industry's best practices.Responsibilities: - Ensure Customer Driven Ownership policies and hygiene are applied on all open cases; - Give support to agents to fulfil their promises/agreements of next contact, ensuring all cases have "When" and "How" the customer can expect his "Next Action"; - Review agent case load, facilitating the right resource engagement for quicker resolution; - Supervise action plans to ensure accuracy and efficiency;Achievements: - Internal SLA Competition Winner with 92.2% of inbound contacts answered under our agreed SLA; this achievement was possible after the introduction of an effective workload balancing review; - Internal Customer Satisfaction (CSAT) Competition Winner with 92.9% positive rating; that was achieved by successfully improving our previous rate in 1.9% (Quarter on Quarter) after applying extra focus on open cases that were older than a week with no clear resolution. Weniger anzeigen As Client Technical Support Specialist, my role was to provide excellent customer service to Dell's ProSupport customers through the accurate & timely diagnosis and repair of Dell's Desktop, Laptop and Workstation systems. This role included initiating the dispatch of parts and repair where the customer's problem was not resolvable over the telephone. Responsibilities included:- Assist onsite Technicians on service delivery issues - Receive and resolve technical issues via phone/email.- Provide a consistent superior customer experience to consumers.- Maintain complete and current support history of customer hardware.- Maintain skill set and understanding of Dell's product range and services and peripherals.- Maintain problem resolution information in Dell's Solution tool.- Maintain a thorough understanding of ProSupport Technical Support deliverables.- Provide problem resolution support for peers and technical associates. Achievements:- In the last three quarters of the year, the ProSupport team strived on our SLA’s, where we achieved most of our targets for this Financial Year (FY). The result was so impressive that, a series of new measurements that supposed to be introduced in the next FY by the Management Team, where revised with new aggressive targets and goals, pushing limits of efficiency and quality of service. - Individually, I would like quote one specific case where I managed to revert a “Customer Experience Satisfaction Rate” on a client who was reporting continuous problems with his DELL System. The client, at DELL’s satisfaction survey, praised the quality of my work and my ability to manage this particularly bad situation. This survey reference brought me later a commendation from my team leader and his manager. Weniger anzeigen

  • TECHNICAL SUPPORT ENGINEER 2 (Storage)

    Jan 2018 - Jan 2020

  • Enterprise Tech Support Senior Analyst (Server)

    Jan 2015 - Jan 2018

  • Enterprise Tech Support Senior Analyst (POD Leader Project)

    Jan 2017 - Feb 2018

  • Client Technical Support Specialist – ProSupport

    Jan 2013 - Sept 2015
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  Domino's Pizza Enterprises Limited

  Feb 2021 - Aug 2021

  DevOps Engineer

  • Developed and maintained mission-critical information extraction, analysis, and management systems. • Provided direct and responsive support for urgent analytic needs. • Participated in architecture and software development activities. • Translated loosely defined requirements into solutions. • Used open-source technologies and tools to accomplish specific use cases encountered within the project. • Used coding languages or scripting methodologies to solve a problem with a custom workflow. • Collaborated with others on the project to brainstorm about the best way to tackle a complex technological infrastructure, security, or development problem.Performed incremental testing actions on code, processes, and deployments to identify ways to streamline execution and minimize errors encountered.Technologies used in the role: MS-SQL, CosmosDB, Python, PowerShell, Azure DevOps and Pipelines, Zendesk, Grafana, PagerDuty. Weniger anzeigen

• 

  ZAP

  Sept 2021 - Sept 2022

  Data Support Engineer

  I was responsible for:• Replicating and investigating, data and infrastructure issues.• Working closely with Field Consultants, Product Management and Product Development to solve customers and product issues.• Maintaining open and frequent communication updates to customers and stakeholders via Zendesk.• Providing level 1 and 2 support for the APAC region and supporting FTS escalations.• Making recommendations, building KB Articles, and suggesting product changes/improvements.• Monitoring and maintaining health of VM's and Elastic Pools across different Azure subscriptions. Weniger anzeigen

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  National Disability Insurance Agency

  Nov 2022 - now

  Cloud Support Engineer

  As a Level 2 Cloud Support Technician, high attention to detail, and ability to prioritise and take ownership are basic requirements. Working collaboratively with both technical and non-technical stakeholders with a high aptitude for learning in a fast-paced environment is part of day-to-day tasks.Duties• Support the ITC service desk as a point of escalation• Investigate complex technical problems and engage stakeholders appropriately• Provide technical support for the organisation’s applications and platforms• Engage directly with end users to provide technical solutions• Prioritise work items within the work queue• Contribute to developing the technical knowledge base• Assist with the development of support processes for new applications• Follow change management processes• Utilise monitoring tools to proactively discern and report possible technical issues• Work in an Agile environment to complete application operation tasks as assigned• Foster a positive culture within the Platforms & Integration team aligned with Agency values• Build and maintain effective working relationships with internal and external stakeholders• Ensure that our user experience is at the centre of the solutions that we provide• Contribute to the implementation and response of monitoring and alerting• Participate in an on-call support roster• Conduct application administration tasks• Contribute to technical documentation development• Support the level 1 ITC service desk by advising on diagnostic steps for supportedapplications Weniger anzeigen