Marcus Luz

Working in the Telecom segment with: NET Framework, .NET Core 3.X, .NET 6, CQRS, Clean architecture, unit and integration testing, SQL, Oracle Database, AWS, Git, Microsoft Azure Pipeline, Microsserviços, API REST, SOAP, Rancher, Docker, ReactJS, NextJS, Kafka, Open Finance, Sensedia APIs, AWS SQS, WSO2

Working in the Telecom segment with: .NET Core 2.X, .NET 5, VB .NET, .NET Framework 4.X (Windows Services, WebAPI RESTFull/SOAP, Console ), Clean architecture, JavaScript/JQuery, ASP Clássico/VbScript, Active Server Pages(ASP), SQLServer/T-SQL (Functions, Procedures, Triggers etc), Git(Cloud Source Repositories GCP), Dapper (ORM), HTML/Bootstrap, Automação robótica de processos(RPA), UiPath, Scrum, JIRA

Customer Assistance: Technical support professionals assist customers or end-users with their technical issues through various channels such as phone calls, emails, chat support, or in-person interactions.

Issue Identification: They listen to customers' problems and ask probing questions to identify the root cause of the technical issue. This often involves active listening and understanding the problem from the customer's perspective.

Troubleshooting: Once the issue is identified, technical support professionals use their expertise and knowledge base to troubleshoot and resolve the problem. This may involve following predefined procedures, using diagnostic tools, or conducting remote troubleshooting sessions

Remote Support: Many technical support roles involve providing assistance remotely, where professionals connect to users' computers or devices to diagnose and resolve issues remotely. They may use remote desktop software or other remote access tools for this purpose.

Documentation: Technical support professionals maintain detailed records of customer interactions, including the problem reported, steps taken to resolve it, and any follow-up actions required. This documentation helps in tracking recurring issues and improving support processes.

Training and Education: They may also be responsible for providing basic training to users on how to use software or hardware effectively to minimize recurring issues. This could be in the form of written guides, video tutorials, or live training sessions.

Escalation: In cases where the issue cannot be resolved at the first level of support, technical support professionals escalate the problem to higher-level support teams or engineering teams for further investigation and resolution.

The AWS Certified Cloud Practitioner validates foundational, high-level understanding of AWS Cloud, services, and terminology.  This is a good starting point on the AWS Certification journey for individuals with no prior IT or cloud experience switching to a cloud career or for line-of-business employees looking for foundational cloud literacy.

'Scrum Fundamentals Certified' course is tailored to help anyone interested to know more about Scrum; learn about key concepts in Scrum as defined in the SBOK® Guide; and to get a basic understanding of how Scrum framework works in delivering successful projects. This course is included as a part of Free Primary Lifetime Membership. The purpose of the 'Scrum Fundamentals Certified' exam is to confirm you have basic understanding of the Scrum framework. On passing the exam, you will be accredited as "Scrum Fundamentals Certified".

Passing exam MD-100 Windows Client validates the skills and knowledge to deploy, configure, secure, manage, and monitor devices and client applications in an enterprise environment. Candidates manage identity, access, policies, updates, and apps. Candidates typically collaborate with the M365 Enterprise Administrator to design and implement a device strategy that meets the business needs of a modern organization.