Douglas Ferreira

Experience

• 

  Teknoforce Eletroeletronica Ltda

  Sept 2007 - Apr 2008

  Maintenance Technician

  Role Responsibilities:- PC repair, part replacements and upgrades- OS install and configuring- Perform printers logic boards repair- Register service orders in CRM

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  Unisys

  Apr 2008 - May 2010

  Client Technical Support Associate

  Role Responsibilities:- Receive inbound phone calls from Dell's customers with basic support, addressing hardware and software issues from embedded software related to Client Products line(PC, Notebook)- Provides positive customer experience with each customer interaction- Assist field techs to resolve issues at customer site

• 

  SML Brasil

  May 2010 - Feb 2011

  Application Support Specialist (Intern)

  Role Responsibilities:- Work on incidents raised by the customer, providing assistance to analyze and troubleshoot issues related to proprietary software developed by the company- Support in answering questions from Cryo Technologies customers and partners- Internal Helpdesk Support

• 

  Dell Technologies

  Feb 2011 - now

  - Senior Technical Support Engineer for Dell EMC NetWorker data protection softwareWhat is Dell EMC NetWorker?Answer: Dell EMC NetWorker is a robust software solution designed to back up data from a variety of systems across an organization. The software can create backups of data on SAN, NAS, and DAS systems as well as physical and virtual servers to a variety of backup targets including tape drives and libraries, virtual tape libraries, disk arrays, and deduplicating disk systems, and cloud storage. Show less - Take ownership of technically complex customer reported issues from the web, phone, chat, and email sources and work closely with the customer until it is completely resolved to work with senior support engineers.- Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue.- Notify all necessary individuals of ongoing issues and problem resolution; share all knowledge of problem resolution.- Resolve customer reported issues while working closely with the Engineering, SE, and other cross-functional teams and provide feedback to Engineering for improving the product quality and reliability.- Ensure that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues. Show less Role Responsibilities:- Responds to customer technical problems/issues related to hardware, software, and networking via e-mail/chat and phone and owns customer issues from beginning to resolution.- Assists customers by diagnosing problems and providing resolutions for technical and service issues.- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.- Focuses on delivering a positive customer experience according to Dell standards.- Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.). Show less Role Responsibilities:- Provide diagnostic technical support for tier 1 issues- Respond to customer technical problems/issues related to hardware, software, and networking- Assist the customer by diagnosing problems and providing resolutions for technical and service issues- Escalate more complex customer technical issues to senior-level support- Work with the customer to collect appropriate information to positively impact time to resolution- Document problems in the support solution database for diagnostics and solution implementation- Verify warranty entitlement and determine an appropriate action plan- Follow policies and procedures to ensure customer satisfaction- Focuses on delivering a positive customer experience according to company standards. Show less Role Responsibilities:- Applies basic knowledge of servers and networks to field non-critical incidents, problems, and recurring requests received from enterprise-level customers by following documented Standard Operating procedures- Prioritizes daily activities based on complexity and escalates the major or critical issues to the next level- Solves problems for customers with challenging expectations, often escalated- Maintains proficiency in supported technologies- Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner- Excels at tolerance for processes and people Show less Role Responsibilities: - Provide hardware and software support for Dell desktops, notebooks, Precision fixed and mobile workstations - Provide support to OEM Microsoft products as Microsoft Windows and Office Suite - Collaborate with peers, team leads, and engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution - Follow up with customers to ensure accurate resolution for their technical issues - Document problems, diagnostics, interactions, next steps, and solutions implemented in a CRM tool - Provide an extraordinary customer service experience. Show less

  • Principal Engineer

    Dec 2022 - now

  • Senior Engineer, Technical Support

    Sept 2021 - Dec 2022

  • VxRail Technical Support Engineer

    Dec 2018 - Feb 2022

  • Enterprise Technical Support Senior Analyst

    Dec 2015 - Dec 2018

  • Enterprise Technical Support Analyst

    Jun 2014 - Dec 2015

  • Enterprise Technical Support Specialist

    Apr 2013 - Jun 2014

  • Client Technical Support Sr. Associate

    Feb 2011 - Apr 2013