Team Leader, Service Desk, SAP Support, any role like it.
Looking for a job
Gabriel P Fernandes
@gabrielpfernandes
Service Desk Team Leader at Tata Consultancy Services supporting a client migration and developing staff.
BrazilWhat I'm looking for
At Tata Consultancy Services, I help coordinate the team during a major client migration. I also train staff, develop customer service, and monitor call quality.
Previously at Tata Consultancy Services, I provided technical and functional support across SAP modules, including MM, SD, EWM, PS, FI, and Ariba, and managed incidents through ServiceNow.
As a Major Incident Manager at Tata Consultancy Services, I conducted war rooms and helped resolve critical incidents. I used SQL and Kibana to detect problems and Power BI to update client metric dashboards.
At Atos, I managed user access and permission groups in Active Directory, working with clients and security teams. Earlier, as a Service Desk Analyst, I supported end users and helped train and onboard team members.
Experience
Work history, roles, and key accomplishments
Current
- Helping coordinate the team and organizing the project in the middle of a big client migration.
- Staff training and customer service development.
- Call quality monitoring (QA) to guarantee standardization and client satisfaction.
- Incident solutions and migration issues mitigation (Entra, Intune, AD)
• Provided technical and functional support across multiple SAP modules. (MM, SD, EWM, PS, YARD, FI, ARIBA, PM, GRC, LT)
• Managed incident lifecycle (Service Now)
• Performed incident analysis and troubleshooting for technical and functional issues across different SAP areas.
• Worked in critical support environments.
- Problems detection before crisis with querys and Oracle servers monitoring. (SQL, Kibana, DBeaver, Elasticsearch).
- Conducted war rooms to solve and help on the solution of major incidents.
- Collaborate with Governance team to update client metric dashboards (SQL, Power BI).
- Provided solutions for various critical incidents that could result in fines. (Service Now).
- Acted as SPOC analy
• Managed user access administration and permission-based groups (Active Directory)
• SPOC of the team, supporting onboarding activities, knowledge sharing, training sessions, and operational guidance.
• Collaborated directly with clients and security teams creating access groups, improving service delivery, and supporting the end user with operational critical accesses.
• Developed and maintained
• Provided technical support to end users, resolving incidents and service requests, really fast paced costumer support.
• Supported team as SPOC, onboarding and conducted training sessions to improve service standardization.
• Analyzed and improved internal procedures, contributing to process optimization and increasing team efficiency.
• Conducted client meetings.
• Assisted team management act
• Provided customer service support, assisting clients with product information and identifying appropriate solutions based on their needs.
• Supported sales activities and contributed to team performance in a fast-paced retail environment.
• Assisted with product organization, inventory replenishment, and store presentation to ensure product availability and operational efficiency.
Education
Degrees, certifications, and relevant coursework
US
Universidade Cruzeiro do Sul
Associate's Degree, Software Development
UU
Universidade Positivo (UP)
Graduação, Análise e Desenvolvimento de Sistemas
2021 - 2023
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
BrazilAuthorized to work in
Salary expectations
45k+ USD
Social media
Job categories
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