Matheus Rocha

I’m a Technical Support Lead with 4+ years of experience in ERP environments, where I lead teams of up to 16 analysts and act as Tier 3 escalation. I’m known for SQL-driven troubleshooting, database recovery, API integrations, and strong SLA/KPI management.

In my recent role at Alterdata Software, I provided advanced ERP support using SQL for analysis and troubleshooting, and I created operational and performance reports using SQL queries. I support enterprise customers with complex system integrations and focus on restoring service quickly and reliably.

As Technical Support Supervisor, I led and managed support teams of 12–16 analysts and handled critical ERP and database incidents as Tier 3 escalation. I optimized and restored a lost production database to minimize downtime, while also supporting API integrations with international development teams (China).

Beyond incident resolution, I run continuous 1:1 feedback sessions, training, and follow-ups to improve team execution and customer outcomes. I’m currently pursuing a Bachelor’s degree in Data Science to bring an even more data-driven mindset to support operations.