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Hewertton Avelar

  • Customer Support
  • Curitiba, BR-PR, 81110-522, BR
  • Jun 03, 2019
Telecommute Other

Personal Summary

I'm an IT professional, with 9 years of experience in network infrastructure, communication tools, Windows Server and MS Exchange, Support, Customer Care and many other skills

Work Experience

Customer Support Engineer L1, Brazil
Feb 2018 - Jan 2019 Versata

Positions in: Troubleshooting in several technologies acquired by the company, 100% remote
work which always requires a lot of focus, dedication and professionalism to be always
delivering without being carried away by the amenities of working from home. I also worked in the import and migration of products recently acquired by the company. By analyzing ticket
standards, categorizing requests to conform to company standards, writing articles and knowledge base documents, creating and promoting training for the support team for these
newly acquired products.

Support Analyst L3
Oct 2016 - Jan 2018 Crossknowledge

Positions in
• Daily work on the company systems replying to tickets
• Analysis and troubleshoot replicating bug scenarios and reporting for the development
team to fix
• Responsible for the email template creations for the support team
• Creation of SalesForce Reports and Dashboards
• Work with a global team (France, USA, Japan, South Africa)
• Contact with Amazon AWS where all our servers are hosted

Microsoft Exchange Consultant
Apr 2016 - Sep 2016 Ewave Brasil

Positions in
• Managing, troubleshooting and bringing new solutions to Microsoft Exchange
environment into one of the most know distance learning colleges from Brasil
• Also work with the whole Windows Server infrastructure to the same college
• End user support to everything server side related

Support Engineer
Nov 2013 - Apr 2015 Wipro at Microsoft

• Advanced knowledge in Exchange 2010 and 2013
• High level troubleshooting
• Active Directory
• Advanced expertise in Microsoft Windows Server 2008 R2, 2012 and 2012 R2
• Remote support

Support Analyst
Feb 2012 - Dec 2012 Disys at ExxonMobil

Brazil - August 2013
Positions in
• New User IDs creation
• Mailbox in exchange
• Lync account
• Able to work in Service desk as well



Education

engineering information technology
Feb 2010 - Dec 2012 ESEEI Infrastructure engineering information