Description

Currently, I'm working with Oracle Primavera, Power BI, QDV, Linux and SQL Server. On this current position, I'll be responsible for several users in Oracle Primavera and also create Power BI dashboards from Primavera data.

I have huge experience with Application and Customer Support, Jira Admin and Customer Success Management.

Languages

English
Native or bilingual
Portuguese
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Aubay
Support Engineer
February 2023 - Today (3 years and 4 months)
L2 support for an external client in the bank industry. Being the first contact for internal stakeholders when they need help with the applications provided by the company. Worked along with developers to provide best solutions for the applications. Activities: Services monitoring using Elastic. Servers monitoring using Grafana. Jobs automation using Jenkins. Troubleshooting using Microsoft SQL Server, Linux, Jenkins... Tickets triage using ServiceNow. Being responsible with a specific product providing an insight for common and current issues, participating in developers' meetings which included Sprint Review, Sprint Planning, Retrospective and Refinement. Monthly releases - which included the preparation, execution and support for it.
Project Management customer service SQL Jenkins ServiceNow
e-Core
SupportOps Engineer
March 2021 - February 2023 (1 year and 11 months)
Worked as a Customer Support, Customer Success Manager and Project Leader for an Atlassian Cloud Marketplace vendor. During that time, created and dilevered weekly and monthly reports with data analysis for the and the team manager. Activities:
Analyzed Support.zip, Thread Dumps, HAR files and JSON files to identify potential issues such as performance problems, bugs and other behaviors that could impact user experience. Assisted and guided users through various migration scenarios and how to use the delivered applications. Also engaged with customers to align processes, address concerns and ensure their satisfaction. Worked as a Jira Administrator for several projects. Helped to create automations for the issues. Used applications such as MongoDB, Datadog and Sentry to perform troubleshooting. Created onboarding material to help new team members.
Atlassian JIRA customer service MongoDB Datadog Project Management
Wipro Technology Brazil
Support Engineer
April 2019 - March 2021 (1 year and 11 months)
Worked as a Level 2 Support Engineer for MasterCard in the Chargebacks team. During that time, helped to create knowledge base related to the daily activities and helped to create monthly reports. Activities: Analyzed Chargeback requests from the clients. Used Splunk and Oracle database to perform troubleshooting and check log queue. Worked along with developers to offer better solutions for the client. Implemented, along with other analysts, the Agile methodology on the team.