Claiton Ribeiro

Experience

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  Dell

  Jan 2004 - Jun 2009

  Enterprise Technical Support Analyst

  • Worked providing phone and e-mail support for enterprise products such as Dell Poweredge, Storages Powervault and EMC²;• Support for Enterprise systems like Operating Systems, Backup Software and another Dell embedded softwares; • Hardware’s and software’s log analysis in order to identify, and effectively fix issues;• Developed and delivered several Technical Round Tables (TRTs) to the team at the staffs;• Participated of the launch of the Pro Support queue in Brazil, in 2008; Show less

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  Dell Inc/ Dell Computadores do Brasil

  Jun 2009 - Nov 2010

  Tech Support Senior Analyst (L2)

  • Worked with 28 Level 1 Tech Support Analysts, providing technical or non-technical coaching, helping with Policies and Procedures questions;• Deal with upset customers when the Temp Check during the call is heat;• Responsible for the C-SAT Scrubs for the Enterprise Basic Teams and for the Pro Support Teams, providing constant feedbacks to the agents in order to improve their results;• Developed a higher level of C-SAT feedback emails that helped the agents to identify where the gaps were. It was a very important tool to recover the C-SAT to the goal of 95% in Q2 and Q3 (FY11); • Support sales departments in answering escalations for simple technical questions or for complex issues;• Quickly and effectively solve L1 analysts’ challenges;• Gather data and provide reports and graphics to the Tech Support managers and also doing deep analysis of this data;• Acted also as scrubber for the Repeated Dispatch Rate metric, providing feedbacks for all analysts impacted. Show less

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  Dell Technologies

  Dec 2010 - now

  As a Technical Training Sr Advisor I'm responsible to teach customers (internal and external) in LATAM, US and EMEA, in 3 different languages: English, Portuguese and Spanish. My main technical domains are Data Protection, Cyber Recovery Solutions, Server, Storage and many others Data Center solutions. Responsible for Technical and Soft skills training to internal areas such as Enterprise Tech Support, Sales and IT. I also train external customers and partners in Storage, Servers and Converged Infrastructure technologies. Communication Skills, Classroom Management and Adult Learning Theory are also topics I use to teach. I am able to teach in Portuguese, Spanish and English.

  • Technical Training Sr. Advisor

    Oct 2018 - now

  • Customer Technical Training Advisor

    Dec 2010 - Oct 2018