Leonardo Lucena
Technical Customer Support Engineer
Sorocaba,São Paulo
Summary
Dynamic IT professional with a proven track record in implementing API and SSO integrations, achieving a 40% reduction in user provisioning time. Expertise in optimizing incident management through GLPI, resulting in a 25% increase in first-call resolution rates, and delivering impactful SSO training that enhanced issue resolution by 30%. Skilled in administering Office 365 and Active Directory while ensuring 99.9% uptime and robust data security measures. Demonstrated ability to leverage AI technologies, such as the Intercom AI assistant, to streamline support processes, reduce ticket volume by 35%, and maintain exceptional customer satisfaction levels consistently above 90%.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Technical Customer Support Engineer
Pipefy
San Francisco, CA
10.2022 - 08.2025
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Earned recognition from management for consistently delivering exceptional service quality.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Enhanced security protocols, conducting thorough audits and implementing necessary updates to safeguard against potential threats.
- Enhanced user experience by resolving complex software issues swiftly.
- Streamlined escalation process, ensuring that complex issues were promptly addressed by appropriate specialist.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
IT Assistant
SX NEGÓCIOS (SANTANDER)
Sorocaba, São Paulo
03.2022 - 09.2022
- Executed technical support tasks for network users, focusing on hardware and software setup, maintenance, and configuration.
- Ensured effective hardware inventory management through diligent tracking of purchase invoices, maintenance contracts, and warranty periods.
- Conducted user training sessions on various applications.
- Coordinated with vendors to troubleshoot and resolve software problems.
- Executed equipment setup and facilitated system integration for service units.
IT Support Assistant
LAPONIA VOLVO
02.2020 - 05.2021
- Troubleshot technical issues effectively.
- Directed management of Office 365 platform, ensuring seamless user onboarding, group structuring, and license distribution.
- Administered pfSense firewall to control user access.
- Supervised backup processes for 18 servers in 8 branches, maintaining server health and uptime.
- Handled access provisioning for Cigam ERP users.
- Utilized Active Directory for efficient management of domain users, computers, and groups.
- Oversaw IT asset and inventory control through Lansweeper.
- Oversaw the statewide computer replacement initiative for 8 branches in São Paulo.
- Handled administration of BitDefender antivirus for optimal security.
- Executed data analysis with Power BI to enhance reporting accuracy.
IT Support Assistant
INDÚSTRIAS PGG TECNOLOGIA EM ARAMES E CABOS ESPECIAIS
08.2015 - 06.2018
- Implemented GLPI system to enhance issue tracking efficiency.
- Supervised the deployment and maintenance of GEIE ERP system.
- Ensured availability of resources by managing IT supplies, hardware, and software inventory.
- Managed users, groups, and domain computers on Windows Server 2008 R2.
- Ensured compliance and cost control by overseeing invoices and contracts.
- Facilitated training to boost enterprise application usage and decrease support inquiries.
- Liaised with external vendors to troubleshoot issues and uphold application performance.
- Directed management of security controls and access permissions on Endian firewall.
- Maintained computer systems to ensure reliable performance.
- Configured PABX system for optimal performance.
Education
Technologist - Information Technology
Fatec Sorocaba
Skills
Technical support
Technical troubleshooting
System troubleshooting
Problem-solving
Application installations
Technical documentation
Analytical thinking
Debugging
Application support
Customer support
Root-cause analysis
Issue escalation
Quality standards
Cross-functional collaboration
Websites
Timeline
Technical Customer Support Engineer
Pipefy
10.2022 - 08.2025
IT Assistant
SX NEGÓCIOS (SANTANDER)
03.2022 - 09.2022
IT Support Assistant
LAPONIA VOLVO
02.2020 - 05.2021
IT Support Assistant
INDÚSTRIAS PGG TECNOLOGIA EM ARAMES E CABOS ESPECIAIS
08.2015 - 06.2018
Technologist - Information Technology
Fatec Sorocaba
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