Sobre mim:
My “why” consists in believing that we can be heroes by being consistent on the small steps that propel us forward. Thus, motivating and inspiring the people around us to go a little further each day.
At HCL, I mentored five team members. The main goal was to build trust among the team members to make everyone feel safe to ask questions, disagree and point out a path that they thought would be better in any given way. Together we built a very happy, strong, and united team.
I am able manage stressful situations with ease. While working for SAP, I managed conflict between consultant and developer team member. For that, I was awarded a badge of honor from CSM and for helping the customer partner to implement the desired feature.
Helping people is at my core. I will go the extra mile for my team and customers. I was awarded a badge of honor at SAP Hackathon for volunteering to help another team do some last-minute changes requested by the client.
Please feel free to contact me to schedule an interview.
Thank you for your consideration.
Leadership is taking responsibility
For the people around us.
Simon Sinek
Sincerely,
Edson Nobles
At HCL, I mentored five team members. The main goal was to build trust among the team members to make everyone feel safe to ask questions, disagree and point out a path that they thought would be better in any given way. Together we built a very happy, strong, and united team.
I am able manage stressful situations with ease. While working for SAP, I managed conflict between consultant and developer team member. For that, I was awarded a badge of honor from CSM and for helping the customer partner to implement the desired feature.
Helping people is at my core. I will go the extra mile for my team and customers. I was awarded a badge of honor at SAP Hackathon for volunteering to help another team do some last-minute changes requested by the client.
Please feel free to contact me to schedule an interview.
Thank you for your consideration.
Leadership is taking responsibility
For the people around us.
Simon Sinek
Sincerely,
Edson Nobles
Resumo da experiência profissional:
Application Support Engineer Intern Jan 2020 - May 2021
SAP • São Leopoldo, Brazil
Achieved a resolution rate of 95% for reported cases by effectively utilizing knowledge databases and product configuration checks.
Conducted root cause analysis of reported cases, leading to targeted solutions and preventing recurrence.
Created and updated knowledge documentation and shared knowledge.
Reported errors to development/Operations teams.
Delivered consulting for customer, resolving 98% of procedural issues and queries within SLA timelines.
Bilingual Technical Support Analyst Aug 2018 - Jan 2020
HCL Technologies • São Leopoldo, Brazil
Achieved 90% customer satisfaction rate through clear and effective communication, showing compassion and empathy.
Managed and tracked cases to ensure the appropriate teams were identified and informed.
Reduced 80% of returning calls for slow machine by creating knowledge documentation and sharing it.
Solved 95% of cases on level 1 by carefully reviewing details, analyzing, and determining issues for clients.
Installed and configured IT software such Office 365, Virtual Machine, VPN, SAP NetWeaver, etc.
Contributed showing new ideas that were 100% implemented and helped solving internal communication issues.
Mentored 62.5% of the team members.
SAP • São Leopoldo, Brazil
Achieved a resolution rate of 95% for reported cases by effectively utilizing knowledge databases and product configuration checks.
Conducted root cause analysis of reported cases, leading to targeted solutions and preventing recurrence.
Created and updated knowledge documentation and shared knowledge.
Reported errors to development/Operations teams.
Delivered consulting for customer, resolving 98% of procedural issues and queries within SLA timelines.
Bilingual Technical Support Analyst Aug 2018 - Jan 2020
HCL Technologies • São Leopoldo, Brazil
Achieved 90% customer satisfaction rate through clear and effective communication, showing compassion and empathy.
Managed and tracked cases to ensure the appropriate teams were identified and informed.
Reduced 80% of returning calls for slow machine by creating knowledge documentation and sharing it.
Solved 95% of cases on level 1 by carefully reviewing details, analyzing, and determining issues for clients.
Installed and configured IT software such Office 365, Virtual Machine, VPN, SAP NetWeaver, etc.
Contributed showing new ideas that were 100% implemented and helped solving internal communication issues.
Mentored 62.5% of the team members.
Habilidades:
- Agilidade
- Atlassian Jira
- Java
- Office 365
- Python
- SAP
- Scrum
- ServiceNow
- Splunk
- SQL
Áreas de interesse:
- Inglês
- Atendimento ao Consumidor
- Outra - Web, Mobile & Software
- Suporte Técnico
- Outra - Atendimento ao Consumidor
