Arthur M.

UX Designer

Product Analyst
2/1/2020 - Present

Gained expertise in backend API development using Java and JavaScript, particularly for customer wallet solutions. Participated in weekly meetings with an international team to address recurring issues and devise potential solutions. Analyzed and reported on sales and consumption of cloud products and services used by end customers. Conducted database validation to correct inaccurate information and developed views for Power BI reports. Fixed data inconsistencies in databases and performed comprehensive analyses of customer consumption to identify unexpected anomalies. Implemented an embedded report to analyze Azure consumption by customers, incorporating summarized and detailed analyses, consumption forecast calculations, and consumption meters. Managed and opened tickets in English for necessary corrections on the sales platform.

Technical Leader
11/1/2018 - 4/1/2019

Supported analysts with queries concerning the care and handling of user requests and incidents, providing essential feedback on open and closed calls and user service experiences. Played a key role in restructuring and implementing a new service script for Service Center analysts. Conducted interviews for potential new hires. Developed, monitored, and modified KPIs for continuous improvement of the Service Center team. Managed the creation, updating, and deletion of entries in Knowledge Management Systems (KMC). Authored workaround solution documents using relevant systems/software for the first-level support team. Oversaw functional escalation of serious requests and incidents, handled incident management, and maintained top-tier knowledge management practices. Conducted comprehensive training on new client products and their integration into the organization.

Junior Service Desk Analyst
2/1/2016 - 11/1/2018

Supported users through remote access and telephone communications. Managed opening, monitoring, validation, and closing of first and second level incidents and requests. Updated the Knowledge Management Systems (KMS) with new workaround solutions. Oversaw operational management (OM) of the first level team. Created workaround solution documents for both first and second level teams. Conducted functional escalation for severe incidents when necessary. Facilitated creation and release of access to corporate systems via Active Directory (AD) and Microsoft Exchange.

Intern
7/1/2015 - 1/1/2016

Provided user support through phone interactions, efficiently managed first and second level tickets by opening, monitoring, validating, and closing them. Managed functional escalation processes for severe incidents to ensure timely resolutions. Delivered remote access support for user incidents and requests, demonstrating a strong capacity for technical troubleshooting and user issue resolution.

Administrative Assistant
10/1/2014 - 6/1/2015

Handled the requesting and tracking of the printing, posting, and delivery of extended warranties, ensuring efficient processing and distribution. Demonstrated advanced Excel skills by updating operational spreadsheets using the VLOOKUP function, enhancing data management and accuracy. Provided exceptional customer service via Susep, addressing queries and resolving issues promptly. Created detailed minutes of team meetings to maintain clear communication and documentation. Analyzed policy data and managed the sending of policies to various branches of the organization, ensuring data integrity and timely delivery.

Information Technology Management at FIAP
2016 - 2017

Python at W3Schools.com
4/1/2023

Java Developer at W3Schools.com
9/1/2022

SQL Developer at W3Schools.com
4/1/2021

Oracle Cloud Infrastructure Architect Associate at Oracle
7/1/2020

SCRUM MASTER at SCRUMstudy - Accreditation Body for Scrum and Agile
7/1/2019

Scrum Fundamentals Certified at SCRUMstudy - Accreditation Body for Scrum and Agile
5/1/2019

CobiT 5 Foundation at ISACA
11/1/2018

ITIL Foundation at AXELOS Global Best Practice
6/1/2018