Summary
Overview
Work History
Education
Skills
Age
Languages
Timeline
Hi, I’m

Jerry Noleto

São Paulo,SP

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems and technical support procedures. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.



Overview

5
years of professional experience

Work History

HCLTech

IT Shift Lead
05.2022 - Current

Job overview

  • Built strong relationships with stakeholders, ensuring clear communication channels for project updates and progress reports.
  • Managed leave requests and absences and arranged covers to facilitate the smooth flow of operations.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Directed and supervised a team of 25 engaged in technical support and SAP support.

Stefanini IT Solutions

SAP Team Leader
02.2022 - 05.2022

Job overview

  • Conducted training and mentored team members to promote productivity and accuracy, lowering user escalations.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Documented and transitioned 100% of the scope to a new provider keeping the Standard Operating Procedure quality.

Stefanini IT Solutions

SAP Support Analyst Junior
10.2021 - 02.2022

Job overview

  • Managed monitoring alerts for all SAP streams improving backlog control.
  • Streamlined support processes for increased efficiency and improved TTR (Time To Resolve) metrics.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members improving FCR by 5%.
  • Trained new support analysts, contributing to the overall growth and success of the team.

Stefanini IT Solutions

Technical Support Trilingual
02.2019 - 10.2021

Job overview

  • Provided 1st-level IT service support requests for technical assistance by phone, email, online chat, and Workplace from Facebook using ServiceNow.
  • Improved customer satisfaction by efficiently diagnosing and resolving technical issues, achieving 39 Happy CSAT monthly.

Education

The Focus Course
Online

Productivity
08.2024

University Overview

  • Coursework: The Focus Course, 2024

Gama Academy
Online

Full Stack Developer from Web Development
08.2020

University Overview

Programming course that values both Hard Skills and Soft Skills.

  • Agile methodologies
  • HTML
  • JavaScript
  • React.

Skills

  • Leadership
  • Technical problem solving
  • SOP Adherence
  • Software Support
  • Employee Training
  • Team Motivated
  • SAP
  • ServiceNow

Age

Age

24 Years old

Languages

Portuguese
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
English
Bilingual or Proficient (C2)

Timeline

IT Shift Lead
HCLTech
05.2022 - Current
SAP Team Leader
Stefanini IT Solutions
02.2022 - 05.2022
SAP Support Analyst Junior
Stefanini IT Solutions
10.2021 - 02.2022
Technical Support Trilingual
Stefanini IT Solutions
02.2019 - 10.2021
The Focus Course
Productivity
Gama Academy
Full Stack Developer from Web Development
Jerry Noleto