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Bibiana Lorscheiter Afonso

Bibiana lorscheiter afonso

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  • Timeline

  • About me

    Expert Customer Love Engineer at Chili Piper 🌶

  • Education

    • Faculdades de ensino superior senac-rs

      2011 - 2014
      Análise e desenvolvimento de sistemas computer software engineering b

    • Escola superior de propaganda e marketing

      2016 - 2017
      Master of business administration (mba) marketing digital

  • Experience

    • Dell

      Dec 2012 - Nov 2018

      • Monitors and maintains applications and restores services for end users. • Analyzes software and hardware problems and coordinates workable solutions;• Performs system software upgrades including planning and scheduling, coordination and deploying; • Ensures availability and performance of systems and application environments through proactive as well as reactive analysis and maintenance;• Manages, resolves and documents issues and events related to system and environment availability;• Monitors and measures performance characteristics of applications;• Performs routine maintenance;• Communicates with all stakeholders (customers, development teams, end users, etc.) to address system issues.• Proposes and implements systems enhancements that will improve the reliability and performance of the system;• Learns new applications, Dell-specific technologies, system behavior and business processes as they relates to customer needs; Show less • Resolve all WoWs and incidents within SLA targets;• Ensure proper handoff of issues;• Timely and accurately document resolution activities;• Diagnose, prioritize and escalate tickets to IM;• Follow up on escalated issues with Level 2 ( IM2 ) and Readiness where applicable;• Identify needed KB articles and create with approvals with Level 2 ( IM2 ) and Readiness;• Implement improvement Monitoring initiatives;• Participate in transition and technology training;• Review incoming and existing incidents and tasks;• Audit open tickets to determine team member workload;• Ensure handoffs between shifts are handled correctly;• Check broadcast messages in Remedy and alerts team as needed; Show less

      • Application Management Analyst

        Jul 2015 - Nov 2018

      • Technical Analysis Sr. Associate

        Dec 2012 - Jul 2015

    • Sap

      Nov 2018 - Jan 2022
      Sap ariba technical support engineer

      Responsible for using knowledge of SQL, Java, XML and web-based apps to troubleshoot and resolve issues regarding SAP Ariba Cloud Application focusing on customer service, including frequent, high quality communication.• Provide high technical assistance to SAP customers via the company ERP ITSM system;• Create internal and external content for SAP Ariba's User Community and internal knowledge base;• Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects;• Provide a high level of expertise with product functionality as well as continue developing core product skill set as new innovations are released;• Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible;• Troubleshoot SAP Ariba's customers issues by using SQL, Java and object-oriented programming;• Provide solutions to any issues regarding XML, including SOAP and HTML requests and http/https. Show less

    • Chili piper

      Jan 2022 - now

      Chili Piper is the leading inbound conversion software, used by top B2B revenue teams like Intuit, Twilio, Spotify, and Gong.We’re on a journey to build the best company to work for and to work with while trying to make the world a better place. Our team is distributed around more than 160 cities and 35 countries around the world.

      • Expert Customer Love Engineer

        Oct 2023 - now

      • Senior Customer Love Engineer

        Jan 2023 - Oct 2023

      • Customer Love Engineer

        Jan 2022 - Jan 2023

  • Licenses & Certifications

    • Communicating across cultures

      Linkedin
      Jul 2021

    • Leading with emotional intelligence

      Linkedin
      Apr 2021
      View certificate certificate

    • Procurement support, customer solution support and innovation, sap product engineering

      Sap ariba
      Nov 2020
      View certificate certificate

    • Handoff admin certificate

      Chili piper
      Jan 2023
      View certificate certificate

    • Form concierge admin certificate

      Chili piper
      Sept 2022
      View certificate certificate

    • Introduction to html5

      University of michigan
      Aug 2022
      View certificate certificate

    • Change management foundations

      Linkedin
      Apr 2021
      View certificate certificate

    • Itil foundation certificate in it service management

      Peoplecert
      Apr 2014

    • Networking concepts and protocols

      Pluralsight
      Sept 2021

    • Javascript rest apis: the big picture

      Pluralsight
      Oct 2021

  • Honors & Awards

    • Awarded to Bibiana Lorscheiter Afonso
      On the Spot Award Dell Oct 2016 In recognition of Bibiana's efforts addressing team escalations, providing guidance to avoid recurrent issues and improve the overall quality of work within Eyes on Glass. Thanks to her efforts, we eliminated the Cyclic Feedback backlog of anything over 30 days and L2 has acknowledged our process, making proper use of it. Such efforts have not only helped increase our work quality, but also addressed gaps such as missing accesses within our team.
    • Awarded to Bibiana Lorscheiter Afonso
      Dell Champion Award Dell 2016 For your outstanding contribution to our business results and dedication to our customers. Thank you for your commitment to winning the right way.
    • Awarded to Bibiana Lorscheiter Afonso
      Winning Together - On the Spot - Dec 2015 This team was responsible to provide sharp focus on the monitors during the Holiday Readiness activities. Their effective response to auto generated alerts or trough dashboards on a proactive process contributed for the stabilization of the environment and the success of sales activities.
    • Awarded to Bibiana Lorscheiter Afonso
      Winning Together - On the Spot Dell Nov 2015 Bibiana have been working decisively to maintain the team Schedule balanced, making an enormous effort to have the team allocated based on each week's demands, helping each analyst in the individual demands and contributing to the internship program facilitating, together with the Team Lead, the interns work shift based on their and on the company needs. Currently we have consolidated scheduled updated in a weekly basis in sharepoint with all the schedules reflected and forecasted according to… Show more Bibiana have been working decisively to maintain the team Schedule balanced, making an enormous effort to have the team allocated based on each week's demands, helping each analyst in the individual demands and contributing to the internship program facilitating, together with the Team Lead, the interns work shift based on their and on the company needs. Currently we have consolidated scheduled updated in a weekly basis in sharepoint with all the schedules reflected and forecasted according to each fisical week. Show less
    • Awarded to Bibiana Lorscheiter Afonso
      Entrepreneurial Spirit - Silver Award Dell May 2015 On a daily basis, Eyes on Glass receives in average 2.5k incidents that needs to be assigned to the analysts to be worked within 30 minutes. It's a simple and repetitive tasks that consumes the engagement of at least 04 analysts per day just to distribute the incidents doing the load balance between available resources. This team developed an automated workflow using Microsoft Orchestrator (SCO) which consists in distribute the incidents to the team members available on the queue using Round… Show more On a daily basis, Eyes on Glass receives in average 2.5k incidents that needs to be assigned to the analysts to be worked within 30 minutes. It's a simple and repetitive tasks that consumes the engagement of at least 04 analysts per day just to distribute the incidents doing the load balance between available resources. This team developed an automated workflow using Microsoft Orchestrator (SCO) which consists in distribute the incidents to the team members available on the queue using Round Robin algorithm. As part of the project they also developed a front end that allows indicate the resources available as well as the database used to storage the information about the team members, working hours and Remedy queues. This Team Award indication is a recognition of the entrepreneur and innovative spirit of this analysts. Show less
    • Awarded to Bibiana Lorscheiter Afonso
      Winning Together - On the Spot Dell Feb 2014 This team have provided outstanding support for the applications under Holiday Readiness scope working proactively on issues detections through monitoring tools. The predictive detection using dashboards developed by Monitoring Center avoided many issues to impact Dell business and promoted an integration between AMS and infrastructure. Team members were available on the Holiday Readiness war room during the Black Friday and Cyber Monday week quickly addressing possible issues with other teams… Show more This team have provided outstanding support for the applications under Holiday Readiness scope working proactively on issues detections through monitoring tools. The predictive detection using dashboards developed by Monitoring Center avoided many issues to impact Dell business and promoted an integration between AMS and infrastructure. Team members were available on the Holiday Readiness war room during the Black Friday and Cyber Monday week quickly addressing possible issues with other teams showing great commitment and efficiency to keep the environment available. Show less