Matheus Castro

Senior Trilingual Support Analyst

HCLTech

Nov 2022 - Oct 2023 (1 year)

Attends to and resolves basic incidents and requests; logs all incidents and requests; consults other service desk resources or appropriate service resources to resolve incidents beyond the scope of their skills or responsibilities. Analyzes and resolves incidents and inquiries regarding use of application software or hardware. Logs and tracks incidents and requests from identification to resolution. Coordinates with other support staff (service resources) involved in the resolution to ensure incidents are resolved, requests are handled, and communication with the customer is completed. Documents resolutions and updates self-help and employee knowledge bases. Adheres to the Code of Conduct and Mission and Values statements. Create a positiv

Atlassian Cloud Support Engineer

e-Core

Aug 2021 - May 2022 (10 months)

Responsible for providing support for Confluence Cloud and Atlassian Access products in the AMER geo, as well as covering critical issues from other timezones (EMEA and APAC) as necessary, and working on issues of medium, high, and critical complexity. Handles customer and internal escalations of other engineers who may become stuck troubleshooting issues. Increase new product recruits under the team's umbrella, escalate tickets to the development team as needed, and aid other employees with their own career progression. Generation of reports using SQL. Use of Rest APIs to help troubleshooting. Tests via Linux environments. Participation in several customer calls, understanding their issues or needs and providing the best experience. Config

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Junior Support Analyst

SIMOVA

Nov 2020 - Aug 2021 (10 months)

Technical assistance to ensure the high performance and availability of the client's platforms (web and applications), as well as user orientation and training as required. Support for mobile web apps, where numerous mobile web development talents were required. Attending customer requests, registering and resolving issues via the various channels (ticketing system/email/phone/WhatsApp). Service to end users using Azure DevOps applications. Application deployment and testing, billing administration, and IP whitelisting are all available. Support for tickets relating to DevOps apps. Supports service requests in a timely and efficient manner, ensuring customer satisfaction. Interaction with other analysts for the purposes of request resolutio

IT Specialist

FITec

May 2018 - Jan 2020 (1 year 9 months)

L1 (local and remote) support for network, hardware, and software. Installing, configuring, and updating operating systems and software. Opening and answering of support tickets. installation of printers assigned into the network.

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Operational Assistant

AEGEA Saneamento e Participações

Mar 2016 - Jan 2018 (1 year 11 months)

Project and implementation of industrial automation systems using IoT concepts, remote monitoring, embedded systems, and the development and implementation of intelligent automatic control systems, with the goal of reducing losses in the water supply system and increasing energy efficiency.

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