Experience

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  Dividata processamento de dados ltda

  Jul 2011 - Jun 2013

  Technical support specialist

  - Provided prompt and effective technical support to DIVIDATA's customers, addressing their software or hardware issues and inquiries via phone, email, or chat.- Diagnosed and troubleshooted technical problems reported by customers, worked to identify root causes, and implemented solutions promptly.- Created and maintained detailed documentation, including knowledge base articles and troubleshooting guides, to assist customers in resolving common issues independently.- Developed a deep understanding of DIVIDATA's products and services to assist customers effectively and provided accurate information about features, capabilities, and best practices.- Utilised remote desktop tools to access and assist customers with technical issues, offering step-by-step guidance when necessary.- Escalated any technical issue to the appropriate team or department within DIVIDATA while keeping the customer informed about the progress.- Ensured that support interactions adhered to company standards for professionalism, responsiveness, and accuracy and continuously sought ways to improve the quality of support provided.- Acted as a conduit for customer feedback and feature requests and conveyed valuable insights to product development teams to help improve DIVIDATA's products and services.- Assisted customers in applying software updates, patches, and fixes to maintain system security and functionality.🎖 Main Accomplishments- Conducted training sessions for customers to enhance their proficiency in using DIVIDATA's products and shared best practices, troubleshooting tips, and preventative measures.- Created a service to address customer needs for ERP system support, including remote and in-person installation, maintenance, and help desk assistance. Show less

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  Cartsys software ltda.

  Jun 2013 - Nov 2021

  - Conducted regular system analysis to identify areas for improvement and optimization.- Collaborated with cross-functional teams to gather and document requirements for system enhancements.- Facilitated meetings and workshops with stakeholders to elicit their feedback and gather insights.- Assisted in designing and developing user-friendly interfaces and dashboards for the new system.- Created and maintained detailed documentation, including user manuals and process flowcharts.- Monitored and tracked customer requests and occurrences to ensure timely resolution.- Produced reports and data visualizations to provide insights into support performance and system usage.- Utilized SQL for data extraction, manipulation, and reporting purposes.- Worked closely with the IT team to troubleshoot and resolve database inconsistencies and errors.- Kept abreast of industry trends and best practices in agile methodologies to enhance project delivery efficiency.🎖 Main Accomplishments- Conducted regular system analysis to identify areas for improvement and optimisation, leading to increased efficiency and performance.- Engaged stakeholders through collaboration with cross-functional teams, leading meetings and conducting workshops to gather input and insights for system improvements.- Assisted in designing and developing user-friendly interfaces and dashboards for the new system, focusing on user-centric design principles to enhance usability and user experience.- Created and maintained detailed user manuals and process flowcharts, ensuring clear and accessible reference materials for users and team members.- Using SQL, produced reports and data visualisations that provided valuable insights into system usage and support performance, contributing to informed decision-making and system optimisation. Show less - Provided strong leadership to the support team, including hiring, training, and performance management.- Oversaw the timely and effective resolution of customer issues and inquiries, ensuring high customer satisfaction.- Established and monitored SLAs to meet customer response and resolution times expectations.- Implemented quality control processes to ensure support interactions meet company standards and deliver customer value.- Developed and managed procedures for escalating complex or critical customer issues to appropriate teams or individuals.- Generated reports and analysed support data to identify trends, areas for improvement, and opportunities to enhance customer support.- Allocated support resources effectively to address customer needs while optimising team efficiency.- Collected and analysed customer feedback to improve support services and software products continuously.- Collaborated with the development team to prioritise bug fixes and feature requests based on customer feedback.- Maintained and expanded the knowledge base or self-help resources to empower customers to find solutions independently.- Developed key performance indicators (KPIs) to measure support team performance.🎖 Main Accomplishments- Implemented a new ticket registration system and standardised the process, resulting in a customer satisfaction rate of over 95%. Recovered corrupted Firebird databases, retrieved essential data, and suggested corrections to prevent future corruption. - Managed a team of 15+ Support Analysts who provided service and support to over 400 customers in Brazil. Show less - Provided timely and effective customer support through various channels to address software-related issues and inquiries.- Diagnosed and analyzed customer-reported problems, investigating their root causes.- Created and maintained detailed documentation, including knowledge base articles and FAQs, to enable customers to find solutions to common issues independently.- Assisted in testing new software releases and updates, identifying and reporting bugs or issues.- Acted as a liaison between customers and the development team, gathering user feedback and feature requests.- Escalated issues to the appropriate teams or departments while informing customers about progress.- Continuously monitored the performance, proactively identifying potential issues and taking preventive actions.- Generated reports on support metrics and customer satisfaction levels, identifying trends and areas for improvement.- Cultivated and maintained strong relationships with key customers to understand their long-term goals and software needs, aligning company strategies accordingly.🎖 Main Accomplishments- Provided timely and effective customer support via multiple channels (phone, email, chat) to resolve software-related issues and answer inquiries, ensuring high customer satisfaction.- Diagnosed and analysed customer-reported problems, investigated root causes, and developed solutions or workarounds to resolve them, enhancing the functionality and reliability of the software.- Assisted in testing new software releases and updates, identifying and reporting bugs or issues, contributing to a smoother customer transition and improved software quality.- Acted as a liaison between customers and the development team, gathered user feedback and feature requests, and collaborated with product development teams to improve the software, aligning it with customer needs and enhancing overall product quality. Show less

  • Information Technology Business Analyst

    Jun 2021 - Nov 2021

  • Support Manager

    Jan 2015 - Jun 2021

  • Support Analyst

    Jun 2013 - Dec 2014
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  Self-employed

  Dec 2021 - now

  Consulting information technology specialist

  - Work as a self-employed professional providing remote assistance to Real Estate and Notary Offices clients by answering questions and helping with reports.