Experience

• 

  Dell

  Jul 2012 - Jul 2014

  Support analyst - internship

  Helping in creating documentation of known issues and a way to correct them (Knowledge bases). Provide L1 Support and understanding to customer needs while interacting with global teams. Detect errors and restore client applications.

• 

  Sicredi

  Aug 2014 - Aug 2015

  Analyst support - jr.

  Helping in elaboration & maintenance of reports and tendencies analysis. Support in several activities along the problem management flow from creation to implementation. Management & control over work items purchase requests made by the team. Managing third party overtime hours for the services provided to our team.

• 

  Dell

  Sept 2015 - Oct 2017

  Application management analyst

  Work in a follow the sun environment supporting production incidents of any level (critical, high, medium, low priority), monitoring events and change implementations.Also experienced on leading so called bridges to drive high/critical incidents towards its resolution while engaging and coordinating several support teams and reporting to our stakeholders.Multiple interactions with global teams for troubleshooting and root causing.Creation and maintenance of knowledge base articles used by L1/L2 teams.Responsible for all Goal incidents from L2 on BR during 2015/sept to 2016/feb.Responsible for the data refresh schedules during blackfriday 2016.Responsible for most Dell sales tools/Cart/Order pipeline support during 2016.Responsible for handling the Premier/B2B applications in 2017. Show less

• 

  Dell emc

  Nov 2018 - Jun 2019

  Application management analyst
• 

  E-core

  Jul 2019 - Jul 2021

  Bitbucket cloud application support.

  • Support Engineer 2

    Jul 2021 - Jul 2021

  • Support Engineer

    Jul 2019 - Jul 2021
• 

  Softjourn, inc

  Jul 2021 - now

  Support engineer