Open to opportunities

Mylena C

@mylenac

Message

Technical support specialist focused on incident resolution, observability, and customer-centric service.

Brazil

Message

What I'm looking for

Procuro posições de suporte técnico ou confiabilidade que valorizem comunicação clara, autonomia, trabalho em equipes multidisciplinares e atuação em ambientes críticos.

Sou profissional de suporte técnico com experiência em atendimento ao cliente, resolução de incidentes e monitoramento em plataformas de Observability como Datadog. Atuei em ambientes críticos e de alta disponibilidade, oferecendo suporte remoto, orientação a usuários e colaboração com times multidisciplinares para garantir estabilidade e melhorias contínuas.

Tenho perfil organizado, empático e responsável, com autonomia operacional e experiência em operações noturnas; destaquei-me em roles de DevOps Analyst e Site Reliability, documentando processos e mantendo comunicação clara com clientes corporativos durante momentos de instabilidade.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Appoena

Jul 2024 - Present (1 year 6 months)

Provide corporate customer support for Datadog implementations, diagnosing monitoring issues and coordinating incident response to ensure rapid resolution and service continuity.

Customer Support Incident Management Datadog Troubleshooting Remote Support Communication Documentation

DevOps Analyst

Sovos

Sep 2022 - Jul 2024 (1 year 10 months)

Supported internal teams to resolve operational cloud and compliance issues, handled technical tickets within SLAs, and collaborated cross-functionally to implement process-driven solutions.

Cloud Operations Ticketing Systems Cross Functional Communication SLA Management

Site Reliability Engineer

Dock

Nov 2021 - Sep 2022 (10 months)

Maintained stability of critical BaaS/PaaS operations, responded to incidents under pressure, and collaborated with multidisciplinary teams to improve service reliability and user experience.

Site Reliability Incident Response Service Stability Monitoring Operational Support Troubleshooting

Technical Support Representative

Tely

Aug 2020 - Sep 2021 (1 year 1 month)

Provided remote technical support for internet and telephony customers, resolving connectivity and configuration issues while documenting cases and advising on service plans.

Technical Support Customer Service Remote Assistance Documentation