Christiano Mendonça
@chrisrgm
Senior Technical Support Engineer | Application Support | SaaS & LMS | L2 Support | Jira, ServiceNow, Kibana, SQL
BrazilWhat I'm looking for
Experienced technical support analyst with over four years of expertise in SaaS and enterprise Learning Management Systems (LMS). At Crossknowledge/ Wiley, contributed to managing second-level technical support for a global client base across Brazil, Europe, and Asia in a remote environment. Addressed complex cases with a focus on problem-solving, timely issue resolution, and effective collaboration with internal teams. Capable in analyzing logs via Kibana, validating data with SQL, and managing incidents using platforms like Jira and ServiceNow. Known for handling intricate cases independently while ensuring accurate escalations with comprehensive technical evidence. Dedicated to enhancing operational efficiency and delivering exceptional support in fast-paced, global SaaS environments.
Experience
Work history, roles, and key accomplishments
Provide global technical support, ensuring SLA compliance and timely ticket resolution while contributing to cross-functional projects and monitoring escalations to improve support quality.
Evaluated online web content against detailed criteria to improve search and content relevance as part of distributed evaluation projects.
Application Tester
uTest
Jan 2014 - Present (12 years 9 months)
Executed test cases on mobile and web applications, reporting bugs and performing functionality, localization and layout tests to improve product quality.
Senior Bilingual Service Desk Analyst
HCL Technologies
Jan 2019 - Jan 2021 (2 years)
Delivered first-level bilingual support via chat, calls and ServiceNow, produced KB documentation and conducted internal trainings to improve incident resolution and knowledge sharing.
Bilingual Network Operator
Premier IT Global Services
Jan 2017 - Jan 2019 (2 years)
Monitored internet environments for national and international clients, provided Level I support, opened tickets via monitoring tools and coordinated with global teams to resolve incidents.
Senior Network Analyst
Cantoni Revisões
Nov 2013 - Feb 2015 (1 year 3 months)
Led Level III support and administration of company servers and networks including Windows Server, Exchange and Hyper-V, implementing services such as AD, DNS, DHCP, GPOs and IIS.
Supported MasterCard Banknet network and performed MIP analysis using enterprise network management tools to monitor and report network performance and incidents.
Migration Analyst
ExxonMobil Business Support Center Brazil
Dec 2009 - Nov 2010 (11 months)
Installed and migrated remote Windows servers across Europe and Asia, executing data migrations from Windows Server 2003 to 2008 and supporting mid-level production environments.
Education
Degrees, certifications, and relevant coursework
DLTEC
Certificate, IT Service Management / Linux
Completed ITIL Foundation V3 (20 hours) and Linux Essentials (40 hours) training (online) in 2017.
McAfee (Channel Partner Training)
Certificate, Information Security
2011 - 2011
Completed McAfee technical professional trainings in Data Protection, Network Defense, System Security, and Web & Email Security in 2011.
CISCO Networking Academy
Certificate, Networking
Completed a 70-hour networking course through the CISCO Networking Academy in 2004.
M. Cury Computação
Certificate, Systems Administration
Completed a 120-hour MCSE on Networks with Windows 2000 Server preparatory course in 2002.
Pontifical Catholic University of Paraná
Bachelor of Science, Systems Analysis
Bachelor's Degree in Systems Analysis completed in December 1999.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
Interested in hiring Christiano?
You can contact Christiano and 90k+ other talented remote workers on Himalayas.
Message ChristianoGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
