11/29/2022 updated
100 % available
Technical support Engineer
Porto, Portugal
Portugal
Informatic EngineerMicrosoft WindowsActive DirectoryAmazon Web ServicesAmazon S3Technical SupportAssembly and InstallationAtlassian JiraBankingTelecommunicationsCall CentersSoftware as a ServiceComputer NetworksDebuggingDesktop ComputingFinances
I started in a telecommunication business, assembling computer networks, from the physical implementation until the setting up of networking devices (computers, routers, switches, VPN’s, and firewall.) It helped me understand the fundamentals of networking.
Later, I worked in financial services outsourcing, managing the computer network, Windows Active Directory server, IP/PBX communication system and accomplishing security standards of managing banking information.
Then, I moved to a non-profit organization as a call center supervisor. Thanks to this role I found out my ability to coach people. I love to develop a growth in my teammates. And also I had the opportunity to work with the software development team as a technical support engineer. with some :
DBA responsibilities.
Requirements gathering for new software services and solving tickets for internal and external customers.
Finally, in my current position as a TSE for a financial Saas, I must assure the response, solution or escalation of tickets within the SLA terms. Something I want to remark and keep with me from this work experience. I learned to strive for excellence, finding the sweet spot between quality and speed and to focus on the things that matter, being in the right place when it matters.
In the process of solving tickets, I use tools such as:
● AWS S3 file hosting
● AWS Cloudwatch, to analyze and interpret logs.
● AWS BATCH, which is our job orchestrator.
● AWS Workspaces.
● Snowflake, our warehouse to query data in production.
● Google Drive suite.
● Microsoft 365.
● Local SQL administrator Table plus.
● JIRA, our project manager software to escalate hotfixes and bugs to the
Dev team and follow ups.
● Handling large amounts of information in .csv, .xlsx, .txt.
● Google Chrome browser debug.
● Master all kinds of situations that arise in operating systems, networking
and even user errors.
Later, I worked in financial services outsourcing, managing the computer network, Windows Active Directory server, IP/PBX communication system and accomplishing security standards of managing banking information.
Then, I moved to a non-profit organization as a call center supervisor. Thanks to this role I found out my ability to coach people. I love to develop a growth in my teammates. And also I had the opportunity to work with the software development team as a technical support engineer. with some :
DBA responsibilities.
Requirements gathering for new software services and solving tickets for internal and external customers.
Finally, in my current position as a TSE for a financial Saas, I must assure the response, solution or escalation of tickets within the SLA terms. Something I want to remark and keep with me from this work experience. I learned to strive for excellence, finding the sweet spot between quality and speed and to focus on the things that matter, being in the right place when it matters.
In the process of solving tickets, I use tools such as:
● AWS S3 file hosting
● AWS Cloudwatch, to analyze and interpret logs.
● AWS BATCH, which is our job orchestrator.
● AWS Workspaces.
● Snowflake, our warehouse to query data in production.
● Google Drive suite.
● Microsoft 365.
● Local SQL administrator Table plus.
● JIRA, our project manager software to escalate hotfixes and bugs to the
Dev team and follow ups.
● Handling large amounts of information in .csv, .xlsx, .txt.
● Google Chrome browser debug.
● Master all kinds of situations that arise in operating systems, networking
and even user errors.
Experience
Professional experience10+ years
Languages
EnglishFluentPortugueseBasic knowledgeSpanishNative speaker
Project history
Technical support level 2 for cuentas.supresencia.com , a system information
based on more than 80.000 members. Helping the customers via phone call or
remote desktop assistance.
Local web administrator and design builder of the annual report
redcelular.supresencia.com
Involved in the development of the call center process documentation, starting
with the systematization of manual and paper tasks to Google suite office
software and the implementation of KPI.
Supervisor of work productivity and training for new call center agents.
Responsible for keeping updated the agent's scripts, monitor the call's quality,
manage the call records to answer PQR's. And make monthly traffic call reports
for productivity.
I worked with tools such as:
* Microsoft SQL server and Excel.
* IP PBX based on Asterisk and FreePBX GUI
* AWS Route53 (DNS administration) AWS Amplify (Web deployment)
* Google suite
* Ubuntu, Windows and Mac OS user assistance
based on more than 80.000 members. Helping the customers via phone call or
remote desktop assistance.
Local web administrator and design builder of the annual report
redcelular.supresencia.com
Involved in the development of the call center process documentation, starting
with the systematization of manual and paper tasks to Google suite office
software and the implementation of KPI.
Supervisor of work productivity and training for new call center agents.
Responsible for keeping updated the agent's scripts, monitor the call's quality,
manage the call records to answer PQR's. And make monthly traffic call reports
for productivity.
I worked with tools such as:
* Microsoft SQL server and Excel.
* IP PBX based on Asterisk and FreePBX GUI
* AWS Route53 (DNS administration) AWS Amplify (Web deployment)
* Google suite
* Ubuntu, Windows and Mac OS user assistance
Responsible for software OS and hardware workstations maintenance. Windows
Server Active Directory's manager. IP PBX system administrator. Preventive and
corrective computer maintenance.
Server Active Directory's manager. IP PBX system administrator. Preventive and
corrective computer maintenance.