Lucas D.

Full-stack Product Engineer

Customer Success Ops Analyst II
7/1/2021 - Present

Developed and supported an internal customer management system for the Customer Success team, utilizing Java Spring, HTML, CSS, JavaScript, jQuery, Bootstrap, Apexcharts, and Thymeleaf. This system enhanced data accuracy and consolidation, supporting strategic client management. Implemented, migrated historical data, and administered the Client Success tool focused on client management. Managed the AWS environment (including EC2, ECS, Route 53, CloudWatch), and hosted MySQL and Elasticsearch databases, integrating data from internal systems. Created system and database integrations using Java and the n8n tool, leveraging REST APIs for data aggregation used by the Customer Success team to assess Health Scores and NPS. Developed and implemented NPS surveys for customers via email and WhatsApp using chatbots, achieving a significant increase in response rates and a notable NPS Score. Administered an EAD tool for client training on company products, optimizing the time spent by Customer Success Managers with their clients.

Junior Consultant I/II
3/2/2017 - 7/1/2021

Developed expertise in the analysis, development, testing, approval, deployment, and support of Java applications based on SOAP and REST for incident integrations involving BMC Remedy and other ITSM software. Specialized in the integration of Vivo Cloud Plus, focusing on the provisioning of environments and cloud backups from Telefônica Vivo. Gained extensive experience working with CRMs, APIs, and web services. Conducted thorough reviews of applications at the process, source code, and database levels, suggesting improvements and new developments to senior developers and clients. Acquired skills in the administration, monitoring, and support of Apache, JBoss, and WildFly application servers.

Trainee Consultant
8/2/2015 - 3/2/2017

Developed proficiency in providing Level I/II support for Java integrations within the department. Conducted testing of REST and SOAP APIs using SoapUI and Postman. Managed the administration, monitoring, and support of JBoss/WildFly application servers in a Linux Red Hat environment. Utilized Bitbucket and JIRA for tracking tasks and projects effectively. Prepared comprehensive technical documentation for software development and implementation projects. Created and customized dashboards using Tableau and QlikView. Ensured thorough updating, maintenance, and implementation of new features in client dashboards based on QlikView.

Intern
4/2/2014 - 4/2/2015

Managed and altered access to the corporate CRM, ensuring secure and efficient usage. Actively participated in a team responsible for managing and monitoring internal IT demands specific to the company's business segment, enhancing the overall IT support experience. Mediated meetings between stakeholders for various demands, involving deep engagement in understanding requirements, conducting feasibility studies, and documenting processes leading up to project delivery in production. Created comprehensive documentation to maintain control over ongoing and backlogged demands, facilitating organized workflow and project tracking.

Support Analyst
6/2/2013 - 8/2/2013

Performed allocation tasks within the ICU at a major financial institution, responsible for the installation, removal, and remote configuration of institution-approved applications across various locations in Brazil. Contributed to the Technical Analysis department by conducting detailed studies and managing the approval and disapproval processes for requests involving desktops, notebooks, and peripherals from company employees.

Infrastructure Technician
4/2/2012 - 8/2/2012

Participated in implementing infrastructure projects based on Microsoft solutions. Provided technical support including installation, maintenance, and updating of hardware, applications, and Windows-based Operating Systems for clients. Administered corporate networks using Active Directory, DNS, DHCP, Group Policy Objects (GPO), File Server, and Print Server.

Infrastructure Assistant Level 1
9/2/2009 - 3/2/2012

Participated in infrastructure projects focused on installation and maintenance of applications and systems, including antivirus updates and ServicePacks. Managed local access updates to the mainframe (LU's) and contributed to the Windows 7 RollOut and subsequent post-migration support. Administered and supported corporate networks, ensuring smooth operations. Demonstrated adaptability by traveling to various locations such as Contagem, Porto Alegre, Araçatuba, and Goiânia to support the Windows 7 RollOut for a significant project. Additionally, provided administration and support for the corporate environment of a city's Winter Festival organizing committee in Campos do Jordão. Developed skills in system administration, network support, and application maintenance within diverse environments.

Technical Intern
6/2/2008 - 3/2/2009

Developed proficiency in user support and technical troubleshooting. Prepared comprehensive training materials for Microsoft courses, including the Office Package and MOC Courses, as well as specialized software courses for Photoshop, Corel Draw, and Adobe CS3. Gained expertise in the maintenance and implementation of both hardware and software systems, ensuring smooth performance and reliability. Conducted maintenance of TCP/IP computer networks, optimizing network performance and security. Created detailed hardware documentation to support system configurations and upgrades.

Systems Analysis and Development at University Center FIEO
2013 - 2015

Information Systems at University Center FIEO
2015 - 2017

Information Technology at Bradesco Foundation
2009 - 2010