Experience

• 

  Teleperformance

  Jun 2017 - Oct 2019

  Service desk agent 3

  - Worked with level 3 tickets for UOLHOST products: Cloud servers, website hosting (Linux and Windows servers), CPANEL, PLESK, email, Magento, domain and DNS configurations.- Worked on the company’s internal Linux server to fix issues, apply restrictions and block access (SECOFFICE) due to poor usage or abuse of resources.- Analysis of blacklists, email filtering, spam recurrence and email marketing campaigns on email servers.- Kibana analysis.- Domain setup and management on internal servers.- DNS and DNS zones setup and management on internal servers.- CPANEL and PLESK control panel setup.- Magento virtual stores setup.- Wordpress setup and management.- HTML, CSS, Javascript and PHP file analysis. Show less

• 

  Aktie now

  Oct 2019 - Dec 2021

  - Principal solution architect, responsible for projects such as: Magazine Luiza, Lojas Renner, Riachuelo, XP Investimentos, Centauro, Senior S.A, IBM, Remessa online, Cielo, C&A and others.- Analysis and understanding of project scope to suggest the best software and solution architecture for integration, development and configuration in Zendesk suite.- Requirement gathering for Zendesk integrations, development and deployments.- Drawing of interaction, use case and general diagrams of the project.- Development story writing.- Writing the complete documentation on the project’s architecture.- Providing the team with technical support during the project.- Development and integration testing.- Automation of internal workflow.- Daily, weekly and monthly meetings with the clients' management and technical sectors to discuss the project, gather requirements, explain the documentation and the development process.- Technical support as the in-house staff Zendesk Specialist. Show less

  • Solutions Architect

    Nov 2020 - Dec 2021

  • Support Analyst

    Oct 2019 - Nov 2020
• 

  Zendesk

  Apr 2021 - Dec 2021

  Technical architect

  - Technical Architect responsible for projects such as: Cisco, Zapier, Reach, Beeline, TireBuyer, La Presse, Cloudstorm and others.- Analysis and understanding of project scope to suggest the best software and solution architecture for integration, development and configuration in Zendesk suite.- Requirement gathering for Zendesk integrations, development and deployments.- Development of Technical design documents.- Providing the team with technical support during the project.- Daily, weekly and monthly meetings with the clients' management and technical sectors to discuss the project, gather requirements, explain the documentation and the development process. Show less

• 

  Serasa experian

  Dec 2021 - now

  Tech leader of Zendesk, Chatbot and Salesforce development team, designing and implementing architecture best practices.Design solutions to integrate and escalate Zendesk with, chatbots, RPAs, Salesforce and other internal systems.Technical guidance for: Help Center development, instance migration, SunCo chatbot integration and app development.Weekly staff reporting, roadmap construction and security validation.Team management, scrum/agile with backlog priorization and visibility. Show less

  • Gerente de Engenharia de Software

    May 2024 - now

  • Digital Solutions Coordinator

    Dec 2021 - May 2024