Rodrigo Pontes Becker

Experience

• 

  Autônomo

  Feb 2007 - Sept 2012

  IT Consultant

  Providing consultancy and assistance on hardware and software, orienting the customer or business to the best hardware and software by necessity and situation, providing analysis for improvement of infrastructure, interface and defects. Teaching and orienting the use of the computer, operational system, internet and applications in general.

• 

  Dell

  Oct 2012 - Feb 2017

  I took the lead of the Service Desk non-production support team after 1 year of development of the required competencies within the team. Starting to handle escalation management on the level of project managers, directors and vice-presidents on the most important projects at Dell, coordinating support resources in order to respond quickly to support requisitions.Planning also the working week, weekends and holiday schedules, managing day offs and vacations of the team. Working also on process improvement and relationship with test and development teams.Being the focal point for assistance of colleagues for troubleshooting, giving trainings to the local team as well as our team in India, for processes, technical and usability of support tools.Coordinated bridges for troubleshooting of critical and high priority issues together with the team and in contact with resources from the americas, europe and asia regions. Show less Provide support to applications from Dell's portfolio on the non-production environments on the phases of service transition and service operations from ITIL on the Service Desk, managing environmental defects of critical, high, medium and low priority, also managing code changes on the DIT, SIT and Performance environments. With technologies from Microsoft (Windows Server, SQL Server, IIS, .Net), Oracle (Database, Weblogic, Oracle Service Bus, BPEL, Java), IBM (Websphere MQ, Information Integration), BMC (Control-M Workload Automation).I joined the team with the objective of developing on the people leadership, process management and reporting competencies, aspiring to lead a support team. Show less Provide support in identifying problems posed by monitors, interacting with global teams in a 24x7 frame; Support the team to resolve incidents of medium and high severity related to the applications scope, avoid impact to the business and provide solutions for quick restoration of services; Assist in the knowledge management by updating and creating documentation. In November 2013, assuming the role of team leader in Brazil, managing work schedules and special schedules for holidays and weekends, managing relationship with internal and global teams involved in the scope of services, improving internal processes on the team for optimization and simplification. Show less

  • Team Lead

    Jul 2016 - Feb 2017

  • Application Management Analyst

    Jul 2015 - Jul 2016

  • Technical Analysis Senior Associate

    Feb 2013 - Jul 2015

  • Application Management Analyst L1 (Intern)

    Oct 2012 - Feb 2013
• 

  E-Core

  Feb 2017 - now

  Worked with focus on projects that impacted the global support team on critical operational processes, in direct contact with global managers and regional managers.- Assisted on capacity planning in the Americas region, with insights based on support volume KBMs.- Continued work on team readiness based on product and support strategy at the global level.- Delegated activities to other team members to foster the creation of knowledge opportunities, and prioritization of my own work, while maintaining the delivery of results across multiple frontlines.Worked not only as an Atlassian Access SME, but as the Cloud Enterprise SME, being the main point of contact for out-of-support organization projects that affected cloud and server teams.- Contributing on Atlassian's external candidate assessment process.- Contributing on the enablement of Atlassian third party partners for supporting Atlassian Access. Show less When Atlassian launched the new support offering for Cloud Enterprise, my responsibility was to ensure the success of the new support team through helping the team leader on selecting internal and external talents to build up the team from the ground, in the Americas region.- Worked on solving Cloud Enterprise customer issues from basic to complex scopes. Including high touch customer escalations.- Also, worked on standardization of support processes, in partnership with the global support team.- Acted as a contributor to the definition of a global technical skills matrix standardization, and subsequent team calibrations based on the matrix.- Often being engaged on other global projects as well, having to manage priorities in accordance to our organization's and team's objectives.As a Subject Matter Expert for Atlassian Access, I've assumed a position of influence over the product's roadmap, through the use of customer and support feedback, aligned to our KBMs, creating structured documents with insights adapted to specific audiences, such as product managers, and support leadership, with significant success rates in terms of customer and organizational impact.- Facilitated the change management for new features, or deprecation of existing legacy features on the support team.- Worked on action plans for high support volume situations on the Americas region, with daily planning of activities until the support operation was stabilized. Show less Acting as a Senior Support Engineer on the Technical Lead role on the Atlassian Customer Support project, I was responsible for Internal Escalations for issues of higher complexity, and also for leveraging the technical skills of the team, ranging from product to industry standard knowledge.- I was a Subject Matter Expert for Jira Service Management.- Performed thorough analysis on escalated cases, to define actions that can avoid these support cases from being escalated, such as providing trainings, or coaching on specific skills, based on identified trends and behaviors.- I started a team ritual based on Collective Intelligence, that would happen once a week, to share and improve product knowledge for Jira Service Desk on the Porto Alegre team.- Introduced another team ritual twice a week, focused on improving the team's problem solving skills using Kepner-Tregoe, the sessions also served to unblock support engineers on their support cases.- For both rituals, I've defined a pseudo-process so it could be replicated by other teams, and iterate through feedback for continuous improvement.- I was also responsible for the support readiness for the whole Cloud support team for two big cloud transformations deployed for our cloud products, between Jira and Confluence, becoming a focal point for the change, and organizing useful artifacts for support teams handling the incoming support volume from the change.- I've later taken responsibility on answering high touch customer escalations as a product SME that came through the former Atlassian's Feedback for the Founders channel.Later, I've become an SME for the Atlassian Access product, that was new for our cloud platform:- I had to build partnerships with the product team, to ensure the success of our support teams, through proper product readiness, training, and tooling to deliver the Legendary Support from Atlassian. Show less

  • Product Lead (Atlassian)

    Jul 2022 - now

  • Principal Enterprise Support Engineer (Atlassian)

    Jul 2021 - Jun 2022

  • Senior Enterprise Support Engineer (Atlassian)

    Oct 2020 - Jun 2021

  • Support Technical Lead (Atlassian)

    Feb 2017 - Sept 2020