Tech industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
- Used internal Data to make Data Driven decisions in conjunction with Team Leads.
- Trained, provided Support and assisted over 100 agents in the floor, varying from costumer service agents, technical support and content reviewers.
- Provided many innovations to the Project, including a Script to improve the current production tool used, presented a project to instead of using testing devices the project could use virtual testing devices, cutting testing devices cost by a great amount and providing better tools for our agents, this idea was widely embraced by the project vendor manager and endorsed.
- Provided in-dept iOS, Android and Web platform support.
- Worked closely with Facebook Engineers and Market Specialists to apply, test and give feedback to Automations put in place for the largest workflow in the project.
- Basic MongoDB
- MySQL
- T-SQL
- Android developer and OS
- Excel
- Problem Solving
- Project Management
- Analytical skills
- R and R-Studio
- SQL
- NoSQL
- Basic Javascript
- CSS
- AWS Lambda
- Innovative solutions
- WhatsApp Technical Support
- Big Data
- Minored in Technology
- Continuing education in Data Science
- Databases and T-SQL Diploma
- Analyzing Big Data with SQL (with honors)
- Data Science Math skills by Duke University
- Data Scientist Toolbox by John Hopkins university
- Time Management by Project Management Institute
- https://github.com/phillipaug
- www.linkedin.com/in/phillip-augusto-costa-cardoso
VA, State, 11/2019 - Current
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Handled over 400 tickets per shift, tickets from many workflows from Classic, to Account Access and even Trust and Safety, while maintaining Good to impeccable quality weekly.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Caused positive impact in the entire project by creating a Script, using Apple Script i coded one of the tools used for productivity making it work faster, better and reduced the amount of critical errors within the tool by half, measuring and logging these errors by collecting data.
- Worked closely with the Team Leads to create many Data visualization processes to understand Gaps and close those by the use and understanding of Data driven decisions.
- Assisted in training new employees and participated in cross-training with other departments.
- Provided feedback/ideas and solutions to Whats App in Workplace, including possible solutions to stop the spread of Fake News and misinformation in the platform, and also fixed many Spelling errors in German and Portuguese within Whats App FAQ.
- Conducted data system studies to prepare documentation and specifications for proposals.
Point of contact: Max Aranson (Team Lead): 207-3183492
Honolulu, HI, 07/2014 - 11/2019
- Reviewed deficiencies based on internal audits and suggested ways to remedy findings.
- Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
- Created clones, images, templates, snapshots, resource allocation, resource pools and system monitoring by applying subject matter expertise of VMS file system.
- Developed project plans identifying key issues, approaches and performance metrics.
- Identified cost-saving opportunities and reduced compliance risk through software license audits.
- Installed, maintained, upgraded and patched storage systems.
- Measured all the inventory accuracy using key metrics and collected data, leading to the change and improvement of Software and Hardware
- Led and managed staff of 5 team members engaged in administering complex IT infrastructure.
- Oversaw purchases of equipment and software.
Point of contact: Gladys Maria +553184830384
Tempe, AZ, 02/2015 - 02/2016
- Completed project documentation, which was created, updated and distributed to all appropriate personnel.
- Performed troubleshooting duties on malfunctioning operational mining equipment to resolve issues and prevent project stoppage.
- Read and interpreted blueprints, technical drawings, schematics and computer-generated reports.
- Obtained quotes for project materials and communicated with suppliers to determine best pricing.
- Handled administrative tasks such as answering phones, replying to emails, ordering materials, and keeping workspace clean and organized.
Point of contact: Diego C. (Engineer Supervisor) +553198126044
San Francisco, CA, 04/2011 - 06/2014
- Removed and replaced malfunctioning components to correct hardware problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Utilized pipe and filter model to find bottlenecks and enable measurement of system resource usage and process behavior at boundary limits of all operations.
- Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running effectively and efficiently.
- Delivered technical sales presentations to prospects and presented benefits and value of insurance products.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Engaged end-users and answered questions via email, phone, website live chat and in forums.
Point of contact: Sarah +553184597702
- Collaborated with team of entrepreneurs in the development of Centron Renewable energy in pursue of bringing their Green energy assets to Brazil, leading to a team effort to understand and compliance with Government needs in that country.
- Used Microsoft Excel to develop many materials for the agents in the project i am currently in by making information more accessible and organized in the spreadsheets.
- Supervised and cross-trained a team of over 40 staff members.
- Was the recipient of many We@Accenture Award by providing Innovations and motivation to the team and the project.
- Programmed an internal script to improve the productivity tool used by Accenture
- Designed and presented an idea on Web based testing devices that cut costs with mobile testing devices by a great amount.
Always striving for the best, i am deeply involved in my projects by working closely with my team, i believe in a Communicative Team which i can relay on and be a reliable person whenever needed. I am very focused in generating improvement and bringing innovation by understanding and analyzing issues thoroughly using Data and Trends.
Just as a side note, one of the things that gets me motivated to always strive for the most innovative and creative approach for the project and the company i am working on is the sense of creating , improving and applying innovation, as a young teenager in Brazil i worked in many personal projects that caused an overall positive impact in my community, like creating personalized servers for Brazilians in regards specific games, created Forums in Portuguese so Brazilians can discuss their issues with the community we have build and most important, we did all this is a team, as a group effort and strived.
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School Attended
- Universidade Fumec
- Politech Technical School
Job Titles Held:
- Subject Matter Expert
- IT Project Manager
- Trainee
- IT Technician
Degrees
- BBA
- Associate of Applied Science
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