Heitor Freitas

Experience

• 

  Algar Tech

  Mar 2013 - Aug 2013

  Apprentice

  - Helpdesk ticket support- Computer Networks- Operating Systems- Hardware- Windows Server- Use of virtualization software (VirtualBox and TeamViewer)

• 

  Tirrell

  Jan 2017 - Jan 2018

  Software Engieneering Trainee

  - Front End Development- SQL Server - Table structure and features

• 

  Neppo

  Aug 2018 - Dec 2019

  - Redesign of the Tm2 Digital product.- Creation of high-fidelity responsive prototypes to support the development team.- Mockup and prototyping of a sales CRM and lead generation tool for the real estate sector integrated with the TM2 Digital customer service platform. - JavaScript Development (Bootstrap 5, Vue.js, and React).- UX/UI Design, CSS and HTML5

  • Junior UX/UI Designer

    Aug 2019 - Dec 2019

  • Trainee

    Aug 2018 - Aug 2019
• 

  Tiligence Consultoria

  Jan 2020 - Jan 2021

  UX Designer

  - App mockup aimed at connecting customers to stores through proximity.- Creation of high-fidelity responsive prototypes to support the development team.- Gathering requirements and technical scope of necessary integrations for the development team.- Conduct requirement gathering interviews to define a new ERP system vendor.

• 

  Botmaker

  Aug 2021 - Apr 2024

  - Responsible for resolving level 2 support tickets, handling cases of higher complexity involving critical analysis and understanding of errors in the chatbot journeys of all large-scale national clients, identifying platform instabilities, integrations via code and APIs (Request promise), and providing additional support to the level 1 team if necessary.- Conduct meetings in English to resolve cases of higher complexity with internal teams and international clients.- Knowledge in channel activation (Business Solution Provider Meta)- Training and mentoring for new junior-level employees, sharing knowledge and best practices.- Demand management using the Youtrack tool and ticket distribution to the level 1 support team.- Didactic customer training on product features and functionalities, in English and Portuguese.- Contribution to the creation and improvement of processes within the support area, aiming to optimize operational efficiency and the quality of service provided by the team.- Support and training for other areas of the company on topics related to internal demands and the product.- Requesting new functionalities and bug fixes in conjunction with the LATAM product team. Show less - Pre-sales meetings with the sales team, providing information on product features and possibilities.- Kickoff meetings to define scope, KPIs, and delivery deadlines for stakeholders involved.- Business analysis, scoping, mapping, and development of enterprise chatbots across various sectors.- Training for end clients, whether it's the support team or chatbot developers, for effective use of product features.- Knowledge in channel activation (Business Solution Provider Meta).- Quality testing and documentation of deliverables before Go Live.- Curating and proposing new themes during testing and validation stages, based on general user experience knowledge.- Support during GoLive by monitoring, updating implemented content, making technical adjustments, and implementing improvements based on client feedback.- Contribution to the creation and improvement of processes within the area to maintain delivery quality and more effective process methods.- Business consultancy meetings for already implemented clients, aiming for continuous project evolution. Show less

  • Level 2 Technical Support

    Sept 2023 - Apr 2024

  • Solution Specialist

    Aug 2021 - Aug 2023