Tiago W.
Customer Success Representative

Skills

Sql

Tiago is available for hire

All Howdy Candidates are vetted for skills and english proficiency.

Bio

IT infrastructure and technical support professional with over 20 years of industry experience. Skilled in managing complex IT systems, providing comprehensive technical support, and ensuring seamless operational functionality. Demonstrates a robust understanding of networking, server management, and troubleshooting, coupled with a commitment to optimizing technological processes and enhancing system performance.

Database Analyst
2/1/2022 - 7/1/2023

Part of the data migration team responsible for transferring clients' data into the Voalle ERP database for new deployments and client incorporations, utilizing the ETL (Extract, Transform, Load) process. Developed proficiency in SQL, Python, and PostgreSQL, ensuring data integrity and efficiency. Employed Shell Script and Linux for automation and system administration tasks. Utilized Docker for containerization, enhancing deployment consistency and scalability. Ensured collaborative code maintenance and version control using Git. Leveraged tools such as DBeaver for database management, VSCode for code development, and Power BI for data visualization and reporting.
IT Support Analyst
2/1/2017 - 11/1/2021

Developed IT technical support routines to assist companies and individuals, providing service through phone, remote access, and in-person visits. Implemented, configured, and administrated Linux and Windows desktops and servers, managed databases, and maintained wired and wireless networks including routers. Conducted configuration and execution of backups and imaging of client files and systems, alongside installation, configuration, and maintenance of hardware, software, and peripherals.
Sales Technical Consultant
6/1/2013 - 2/1/2017

Gained expertise in consultative sales and technical assistance, excelling in prospecting new clients and providing comprehensive support throughout the customer journey. Developed proficiency in guiding customers in product selection and delivering robust pre- and post-sale support to ensure customer satisfaction. Demonstrated strong capabilities in monitoring delivery and receipt processes, ensuring quality standards of the final product were consistently met.
IT Support Analyst
2/2/2005 - 3/2/2013

Delivered 2nd and 3rd level IT support via remote and on-site access across various institutional units, catering to administrative staff, academics, and students. Executed implementation, configuration, administration, and maintenance of desktops running on Windows, Linux, and MacOS, in addition to managing wired and wi-fi networks, and other peripherals and software. Developed and maintained computer images for use in computer labs and other sectors. Spearheaded the development of an open-source tool project utilizing Clonezilla and DRBL software to create images and backups of desktops institution-wide.
Helpdesk Support Analyst
4/2/2004 - 2/2/2005

Handled first-level IT support demands through phone and remote access, efficiently opening tickets for escalation to second and third-level support. Ensured strict adherence to SLAs by closely following up with second and third-level IT support teams. Promoted system improvements by conducting thorough root cause investigations of incidents and implementing effective problem resolutions. Developed technical expertise in IT support processes and client communication.
IT Support Analyst
1/2/2004 - 3/2/2004

Facilitated the migration process of all workstations from Microsoft Outlook to Lotus Notes and updated the SAP version. Played a key role in updating and standardizing versions of Windows, Lotus Notes, and SAP across the organization. Provided extensive user support post-migration, assisting with routine tasks on the newly installed software.