M
Marcos Vinicius Mello dos Santos
About
Detail
São Paulo, Brazil
Résumé
Jobs
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- ESupport ManagerEDETEK, Inc.Jan 2023 - Current (3 years 7 months)• Implement and monitor SLAs, create reporting dashboards, and proactively communicate with customers.
- CCustomer Ambassador Team LeadOct 2021 - Dec 2022 (1 year 3 months)• Managed 16 team members, including performance reviews, coaching, and job role definition.
- SSenior Support AnalystSep 2020 - Oct 2021 (1 year 2 months)• Acted as SME for technical integrations and customer support escalations.
L1 Customer Support EngineerCrossoverApr 2018 - Jan 2020 (1 year 10 months)• Managed customer cases via JIRA, including troubleshooting and issue resolution over calls and emails.- Senior Services ConsultantCommand AlkonMay 2016 - Dec 2017 (1 year 8 months)• Supported enterprise clients throughout Latin America in deploying mission-critical solutions.
- AInformation Technology SpecialistAtos (Johnson & Johnson Outsourcing)Feb 2015 - Apr 2016 (1 year 3 months)• Led data center operations for Johnson & Johnson LATAM, including shutdown and startup processes.
- SIT Support AnalystStefanini (Johnson & Johnson Outsourcing)Dec 2013 - Feb 2015 (1 year 3 months)• Provided bilingual (English) technical support via phone, email, and remote assistance for Johnson & Johnson employees.
Education
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- FFIAP – Tech MBAJan 2025 - Jan 2026 (1 year 1 month)
- UMaster's Degree IT Quality ManagementUAM – University Anhembi MorumbiJan 2021 - Jan 2022 (1 year 1 month)
- MMCSA SQL Server Development – MicrosoftMicrosoftAug 2016 - Jan 2017 (6 months)
- UAssociate's DegreeUAM – University Anhembi MorumbiJan 2014 - Jan 2016 (2 years 1 month)