Tiago Ramalhete Da Silva

Experience

• 

  Laboratório da Policia Científica, Policia Judiciária

  Jan 2012 - Jun 2012

  Curricular Internship

  Developing a photographic criminal data base using the mugshots from multiple criminal profiles (photo edition performed with Photoshop©). These photos were inserted in the facial recognition software by specifying certain relevant parameters while identifying software errors/bugs. Learning how actual police protocols work inside an official institution and elaborating crime scene reports.

• 

  NET PLAN - Telecomunicações e Energia S.A.

  Jan 2012 - Jan 2014

  Assistant Manager

  Elaboration of multiple projects for agricultural exploration under the PRODER initiative, controlling budgets and supervising tasks in the field while dealing directly with the entities responsible for each task.

• 

  AnubisNetworks

  Jan 2016 - Mar 2019

  - Identify common issues faced by customers and work with technical content strategist to develop help content.- Help build internal support tools, and help define new or improve existing process and policies.- Responsible for being an escalation point for Level 1 issues.- Mentor Technical Support Analysts (TSA) and contribute with content to new hire training for TSA.- Principal day to day liaison for other internal and external company teams. - Providing product and technical support for the BitSight platform customers and users.- Company network and infrastructure analysis and verification.- Research team work management and orientation.- Providing support and guidance for external and internal company teams. - Identification and verification of IP addresses and other network/infrastructure information associated with companies and organisations.- Updating the information/data of older entities/reports (network infrastructure refresh).- Providing feedback on how to improve workflow, methodology, and tools.- Bug Reporting. - Identification of IP addresses and other network/infrastructure information associated with companies and organisations.

  • Senior Technical Support Analyst

    Mar 2018 - Mar 2019

  • Technical Support Analyst

    Jan 2017 - Mar 2018

  • Technical Researcher - Quality Assurer

    Nov 2016 - Jan 2017

  • Technical Researcher - Entity Mapper

    Jan 2016 - Nov 2016
• 

  Bitsight

  Mar 2019 - now

  - Handling of all advanced ticket types, including rare edge cases, and little-used features, including API implementations, SAML, and Mobile Security.- Ownership of specific projects and processes.- Mentoring fellow Customer Support Engineers and Analysts on handling difficult/escalated tickets, including taking ownership of tickets escalated by more junior Customer Support Engineers and Analysts.- Helping train new Customer Support Engineers on the product and team processes.Added Responsibilities/Functions:- Help orient/manage workload distribution amongst Customer Support team agents.- Point person/Liason on cross-department communication and escalation.- Development of new tools/workflows to increase efficiency and QOL within the Customer Support team.- Review, validate, and update/manage existing content + create new content for the internal Customer Support team KB platform/repository. Exibir menos - Respond to customer inquiries, triage issues, identify scope and gather information to ensure cases are properly documented in our case management system.- Take ownership of technical issues, and drive issue to resolution.- Work cross-functionally with internal stakeholders, such as Engineering, Product Management, Data Operations as needed to resolve customer issues and improve the BitSight platform.- Documenting troubleshooting and problem resolution steps.- Contributing to our growing knowledge base and community.- Develop subject matter expertise of BitSight platform functionality.- Maintaining customer expectations and meet Service Level Agreements.Added Responsibilities:- Help orient workload distribution amongst Customer Support team agents.- Being a point of escalation for other Customer Support team agents regarding more complex cases/decisions. Exibir menos

  • Staff Product Analyst, Team Lead

    Jan 2025 - now

  • Senior Product Analyst

    Jan 2023 - Jan 2025

  • Product Analyst

    Jul 2021 - Jan 2023

  • Senior Technical Support Engineer

    Jul 2020 - Jul 2021

  • Technical Support Engineer

    Mar 2019 - Jul 2020