Open to opportunities

Thiago Kenzo

@thiagokenzo

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Technical Support Analyst with a passion for user experience.

Brazil

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What I'm looking for

I am looking for a role that values collaboration and continuous improvement, where I can leverage my technical skills to enhance user experiences.

I'm Thiago Kenzo Rocha Nakamura, a proactive Technical Support Analyst with over 2 years of experience in providing exceptional customer support in the SaaS industry. My expertise lies in troubleshooting complex software issues, ensuring user satisfaction, and collaborating effectively with both technical and non-technical teams. I thrive in fast-paced environments and am committed to continuous learning and improving support processes.

At Visão Lógica Software, I have honed my skills in managing support tickets, creating technical documentation, and delivering remote assistance to users. My technical knowledge in Java, SQL, and REST APIs has enabled me to assist development teams in diagnosing application-level issues, while my strong communication skills ensure that I can convey technical information clearly and empathetically. I am dedicated to enhancing user experiences and contributing to internal process improvements that boost team productivity.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst

Current

Visão Lógica Software

Jan 2022 - Present (3 years 7 months)

Provided technical support for software, SaaS, and networking issues, ensuring high user satisfaction through empathetic communication and timely resolution. Managed support tickets using Asana and Trello, collaborating with IT and development teams to troubleshoot complex problems and enhance knowledge sharing. Created and maintained technical documentation, contributing to process improvements t

Technical Support SaaS Troubleshooting Zendesk Asana Trello Java SQL REST APIs Git

Education

Degrees, certifications, and relevant coursework

FIAP

Associate's Degree, Systems Analysis and Development

Completed an Associate's Degree focusing on the analysis, design, and development of software systems. Gained practical skills in programming, database management, and system architecture.