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Monnicy Tonon

@tonon

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IT Support Engineer | Customer Support Specialist | SaaS Support Analyst

Brazil

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What I'm looking for

I’m looking to help customers succeed in fast-paced, high-growth tech environments—supporting SaaS and AI products, improving user-centric workflows, and partnering with product/engineering to resolve root causes and reduce repeat issues.

I’m a customer-focused Support Specialist with 10+ years of experience supporting SaaS platforms, ERP systems, and digital services for diverse end-users, including enterprise clients and banking customers. I manage high volumes of support tickets from initial triage through resolution, combining technical troubleshooting with clear, empathetic customer communication.

I strengthen the customer experience by analysing user issues, identifying recurring root causes, and improving workflows through knowledge base management and self-service documentation. I’m comfortable partnering across Product, Engineering, and QA to ensure feedback directly drives better outcomes.

My recent work builds directly on that mindset: as an AI Content & Training Reviewer, I refine AI-generated responses by investigating root causes and recommending improvements to prompts, guidance, and evaluation workflows. I also enjoy developing conversational AI solutions as a Chatbot Developer, where I improved response accuracy and reduced friction for users through user-centric design.

Experience

Work history, roles, and key accomplishments

Current

AI Content & Training Reviewer

Current

Outlier AI

Oct 2024 - Present (1 year 8 months)

Evaluated and refined AI-generated responses to improve clarity, accuracy, and user experience. Identified recurring user-facing issues, investigated root causes, and recommended improvements to prompts, guidance, and evaluation workflows, including image descriptions and audio/video transcription.

AI Response Evaluation Root Cause Analysis User Experience Testing

Chatbot Developer (Team Lead)

SCS Engenharia, Consultoria e Projetos

Oct 2020 - Aug 2022 (1 year 10 months)

Led development of conversational AI solutions focused on customer experience and accessibility, improving chatbot response accuracy by 40%. Optimized conversational flows to reduce user friction and collaborated with cross-functional teams and IBM Garage to implement user-centric AI solutions.

Conversational AI Development AI Chatbot Optimization Response Accuracy Tuning Cross Functional Collaboration IBM Garage Collaboration AI Product Development

Senior ERP/CRM Support Assistant

Lotes CBL

Jan 2020 - Oct 2020 (9 months)

Resolved 45+ ERP and CRM support requests weekly while maintaining a 92% first-contact resolution rate and owning tickets through resolution. Diagnosed issues, clarified requests, performed SQL-based data analysis to correct reporting inconsistencies, and created user-focused documentation to reduce repetitive support needs.

ERP Support CRM Support Technical Troubleshooting Root Cause Analysis SQL Data Analysis Knowledge Base Management

SaaS Support Analyst

CSI – Solução e Tecnologia

Sep 2017 - Dec 2019 (2 years 3 months)

Delivered high-volume B2B SaaS support via phone, chat, and email, resolving user-reported issues through log/system analysis and root cause troubleshooting. Acted as a key customer-to-product liaison, managed prioritization and escalation, reduced basic support tickets by 50% via knowledge base updates and training, and resolved authentication, login, and access issues including browser-related t

B2B SaaS Support Escalation Management Log Analysis Root Cause Analysis Knowledge Base Management User Training

Service Desk Analyst

Venko IT – Soluções em Tecnologia

Aug 2015 - Apr 2016 (8 months)

Supported ERP users by resolving 35+ daily support requests, achieving 85% first-contact resolution and 98% SLA compliance through effective troubleshooting and prioritization. Assisted users with authentication and account access via Active Directory (password resets, login troubleshooting, and SaaS configuration) and maintained an internal knowledge base for faster, consistent responses.

Active Directory Password Resets SLA Knowledge Base Management

Education Technology Coordinator

Salesiano Dom Bosco School

Mar 2013 - Aug 2015 (2 years 5 months)

Provided technical support to teachers, students, and parents, helping drive digital learning tool adoption to 90% usage across the institution. Supervised 3 infrastructure modernization projects, managed classroom A/V equipment setup and troubleshooting, and created training materials that improved technology adoption and reduced recurring support requests (improving user engagement by 40%).

User Training A V Troubleshooting Interactive Whiteboards Support User Adoption

IT Support Technician Intern

Banestes S/A – State Bank of Espírito Santo

Jan 2011 - Mar 2012 (1 year 2 months)

Provided technical support to diagnose and resolve mobile and internet banking issues, including transaction failures, security blocks, and user access problems. Supported customers and staff in securely using digital systems while enforcing banking compliance, identity verification (KYC), and fraud-prevention security protocols.

Mobile Banking Internet Banking Troubleshooting Access Management Security Protocols KYC Fraud Prevention Troubleshooting Customer Technical Support