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Eric Mendes

@ericmendes

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Technical Support Specialist at A4PM, owning escalations and onboarding across 30+ health platform sites.

Brazil

Message

What I'm looking for

I'm open to remote B2B contractor roles with US and EU time-zone overlap.

At A4PM, I own escalations for a municipal health platform used by 30+ sites, investigating issues and routing them to engineering only when a code or infrastructure fix is needed. I also coordinate the support queue and serve as the main technical contact for customer sites.

I lead onboarding across 30+ sites, from system configuration and data setup to remote user training and post-launch support. Previously, at Santa Casa de Misericordia de Cruzeiro, I supported critical hospital systems, contributed to an ERP migration and GLPI implementation, and trained end users.

Experience

Work history, roles, and key accomplishments

Current

Systems Analyst / Support Supervisor

Current

A4PM

Jun 2026 - Present (4 months)

Own escalations for a municipal health platform used by 30+ sites, investigating issues and routing to engineering when needed. Promoted to supervisor within 3 months, coordinating the support team and leading customer onboarding.

Tier 2 Support Escalation Management Root Cause Analysis Freshdesk SQL Customer Onboarding Remote Training HyperCare ITIL

IT Support Analyst

Santa Casa de Misericordia de Cruzeiro

Aug 2025 - Jun 2026 (10 months)

Resolved ~40 tickets per week for 90+ users and ~200 endpoints in a 24/7 hospital environment. Participated in ERP migration and GLPI implementation, and trained 1,000+ end users.

Tier 2 Support Incident Management GLPI Active Directory ERP Migration End User Training SLA Infosec