Cristian Carvalho
Technical Support Engineer
Nova Iguaçu, Rio de Janeiro
Summary
Adept Technical Support Engineer with a proven track record at Intelie by Viasat, excelling in problem-solving and teamwork. Expert in leveraging JIRA and ServiceNow for incident management, significantly enhancing customer support outcomes. Demonstrated ability to exceed expectations through effective collaboration and technical expertise, ensuring optimal system performance and customer satisfaction.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
Work History
Technical Support Engineer
Intelie by Viasat
Rio De Janeiro
05.2021 - Current
- Provided top-tier customer support for Intelie products, using Jira and ServiceNow to ensure seamless operations and prompt issue resolution.
- Served as a dedicated Technical Support Engineer, addressing technical inquiries and challenges for over 10 customers in Oil & Gas and non-O&G sectors.
- Collaborated with cross-functional teams to troubleshoot and resolve system-wide problems.
- Monitored and managed critical infrastructure across Azure, AWS, Zabbix, and Grafana, ensuring optimal performance and proactively identifying potential issues.
- Leveraged Intelie Live to oversee customer environments, applying business intelligence techniques to create alarms, detect anomalies, and address issues before affecting production.
- Demonstrated a consistent commitment to delivering high-quality support and reliability, regularly exceeding customer expectations.
Education
Bachelor of Science - Automation & Control Engineering
Universidade Estácio De Sá
Rio De Janeiro, Brazil 08.2014 - 07.2019
Skills
Technical Support
Problem-Solving
Teamwork and Collaboration
Ticket management
Customer Support
JIRA Systems
Incident Management
Network Engineering
Languages
English
Advanced (C1)
Timeline
Technical Support Engineer
Intelie by Viasat
05.2021 - Current
Bachelor of Science - Automation & Control Engineering
Universidade Estácio De Sá
08.2014 - 07.2019
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