MobiLoud

Technical Support Manager

Accelevents

Planning and executing innovation strategies for the Virtual Events Platform. Managing the production cycle from
design and development task planning to feature delivery within a fast turnaround time frame according to the
company's vision and the SaaS nature of the product.
Gauging the performance of the product based on internal and external feedback to address the most pressing
needs of the involved stakeholders, specially the users feedback, the Customer Success and the Sales teams.
Outlining the product development steps and the time frame expectations in order to conform with the
company's available resources while managing the company members own expectations for new features and
improvements to the product by contant internal communication and by keeping transparent in regard to the
Product Team's activities, goals and milestones.
Technical writing and assignment of Jira tasks for a design team as well as for several development teams, each
responsible for their own designated occupation areas. Prioritization and deadline stipulation of the pending
tasks backlog using the Story Points feature withing the Agile methodology and the Kanban framework.
Communicating the product needs to the development teams so as to make sure the responsible development
team remains on the same page as our customers and other departments needs. The result is the improvement
of the quality of newly delivered features which minimizes rework and the maintenance of the desired
development cycle based on the previously established planning and goals.

Product Manager

Working closely to the company's CEO and, later, the vice-president of Product to keep the Accelevents Virtual Events platform up to date with our customers expectations, which was done through both direct feedback from our current and past clients, but also from our Customer Success team, whose team members were particularly knowledgeable of both much needed new features and improvements, while making sure to remain competitive by constantly researching the most recent tendencies in the virtual events market. Attributions for this role included:
• Jira tasks, stories and epics writing and assignment to both the Development and Design teams as well as bug reports;
• Tracking the completion of the assigned tasks to maintain a diligent development cycle as per a multi-
departmental strategic planning;
• Application of the Agile Methodology as a solution for guaranteeing the fast turnaround of new features/bug fixing;
• Contributing to find effective solutions for identified needs from our customers;
• Maintaining a customer-oriented culture in all steps of the production process, from concept to
implementation;
• Working with several applications to streamline communication accross different areas in the company:
• Slack;
• Click Up;
• Hubspot;
• Intercom;
• Google Docs Suite;
• Zoom;
• Google Meetings.

Associate Product Manager

Providing guidance and assistance to customers via live chat, phone and email channels in setting up the
platform's features for virtual, hybrid and on-site events, including configuring the events landing pages, ticketing process, payment settings, management of integrative tools, like CMSs, CRMs, email marketing platforms, HTML and CSS adjustments. Additionally, identifying and solving issues during the whole process of the user experience, including the occurrence of functionality issues within the platform. For the non-solvable issues, bug reports were created and delivered through Jira to the Development Team for evaluation.

Customer Success Representative

JivoChat

Customer Success Specialist

Especialista em suporte de TI

Stefanini

Stefanini develops the ServiceDesk service. On the GLN N1 team we act as the front line of Gerdau S.A. employees that need IT support for the company`s application, including but not restricted to management, logistics and production software tools, the main management tool being SAP. On this team we support users from the United states of America and Canada by phone, email and also through a web interface in which user`s can generate requisitions themselves. After the first contact a ticket is opened (a request or an incident, depending on the issue) and it is resolved at the time of its creation or it is escalated to another team to investigate any specific problem or take care of any request for a specific software.

Service Desk Support Analyst

São Camilo County Hospital

The HR dept. of São Camilo Hospital conducts the activities of tracking the time and attendance of all employees along with doing payroll and taking care of administrative tasks such as the management of benefits and public relationship regarding doubts and requisitions by the hospital staff.

Administrative Assistant

Department of Transportation and Mobility in Canoas

At the Transports Dept. of Canoas the activities were initially related to public care, providing information about bus lines and itineraries as well as forwarding complaints and technical requests to the responsibles. There were also tasks related to the operational part of route planning and maintenance of itineraries schematics using the software AutoCAD. Later, I was made responsible for producing and organizing the maps and drawings for the city's bus lines. Soon after, I became aware of an underused software owned by the department called TransCAD. It's designed as a support software for route management and planning. I learned the basics of the software and was able to use its graphic capacities to create different kinds of maps, which were vital to demonstrate the data and information of a new campaign against traffic accidents at the city, in which I took part.

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