Leonardo Torres
Development
São Paulo, Brazil
Skills
Python
About
Leonardo Torres's skills align with Programmers (Information and Communication Technology). Leonardo also has skills associated with Communication, Marketing and Public Relations Managers (Communication, Marketing and Public Relations). Leonardo Torres has 9 years of work experience.
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Work Experience
Support Coordinator
CoAktion
November 2022 - September 2023
- " Project Management + Team Management (feedbacks, 1:1s, IDP, eg.) "|mplementation and Creation of Reports, Forms, Triggers, and Macros in Zendesk + Monitoring support metrics (Backlog, SLA, TMA, TPR, CR) * Quality Management and Customer Experience in Support " Support Process Structuring and Remodeling Details Sao Paulo-SP Brasil (11) 9 4448-8518 leo.torres@luckyowee.com.br Links linkedin.com/in/leo-torres Languages English Spanish Mandarin "Incident and Problem Management (ITIL) + Management of governance best practices and action plans in support
Consultant (Freelancer)
Lucky O'Wee
November 2022 - November 2022
- Technology Consulting "IT Solution Development and Implementation " Cloud AWS (EC2, RDS, S3) + Training and Documentation Development + Data Analysis (BI and Analytics) * Technical Leadership " Project Management
Senior Technical Support Analyst
Rocket
August 2021 - September 2022
- " Technical Support for SaaS Customers + Lead Issue Tracking ¢ Log analysis * Rest API Endpoint Tests +" System Deployment and Configuration (AWS, DOCKER, NGINX, MONGODB) + Oversee Customer Service Improvements + Recommend Product Improvements * Write Support Documentation
Support Coordinator
Oruc
November 2020 - July 2021
- " Support, Training and Guidance to Employees and Customers + Manuals, tutorials and training videos elaboration + Assigning and Managing Tasks +" Monitoring performance indicators (CHURN, LTV, NPS, CHI e.g.) "Remote access to solve problems related to the platform (Support Tier I and Il), Communicating and suggesting the use and adoption of new tools and strategies + Internal advocacy for tickets resolution + Freight spreadsheets elaboration for customers campaigns + Active and Passive data collection
Consultant
ConsulTI Pro
February 2018 - March 2021
- + Conducting surveys and interviews to obtain scope of implementation, understanding and modeling of the business flow + Implementing of agreed financial, e-commerce and digital marketing tools
Support Analyst
Oruc
August 2020 - October 2020
- * Online Support (Tier |) for Customers using the E-commerce Platform + Remote access to solve problems related to the platform (Support Tier l) " Active and Passive data collection
Digital Marketing, Sebrae
August 2020 - August 2020
- Origamid
Power BI, EDX
December 2019 - December 2019
- June 2017 -- June 2017
Implementation Analyst
SmartNX
October 2017 - March 2018
- + Implementing Call Center Systems + Teaching trainers on product functionality * Supporting clients through testing processes + Requirements gathering * Cloud and VPN Server Configuration " Providing WOW Experience to Customers
Support Analyst
BraZip Tecnologia
November 2013 - March 2016
- " Supporting, Training and Improving customer experience + Internal advocacy for customers issues and follow problems through to resolution " Develop and translate service procedures, policies and standards " Analyse statistics and compile accurate reports
System Analyst
Bram Offshore
November 2012 - March 2013
- T support on fleet vessels (hardware, software and network setup) "Analysis and requirements gathering * Development of Applications in FileMaker 11 for report generation @ Courses Financial Management, Sebrae
Education
Faculdade Metropolitana
Postgraduate Degree in Data Science and Big Data Analytics
Unicesumar
Associate's Degree in Public Administration
