Arnaldo Coutinho Brito Junior

Arnaldo Coutinho Brito Junior--/- Summary I am enthusiastic, pro-active, individual with a strong desire to learn, who enjoy working efficiently as part of a team. My experience of working within diverse IT areas has provided me with the necessary skills in order to fulfil a variety of roles. I am graduated in software engineering in Brazil and my specialty are Delphi language, Tableau Desktop/Tableau Server and Technical Support. Also, I have experience in SQL Databases (Oracle and SQL Server), ASP, Microsoft SourceSafe, Crystal Reports, Code Charge Studio tools. Languages Portuguese (Native) English (Fluent) Spanish (Basic) Skills & Expertise Delphi Tableau Server Tableau Desktop Tableau Online Oracle SQL Developer Microsoft SQL Server ASP Crystal Reports JavaScript HTML SAP Business One Technical Support Tier-1 Technical Support Tier-2 Education UNA Higher Education of Technology in Software Engineering: 02/02/2007 – 17/12/2007 Experience Operations Support Analyst at Workday: Jun 2016 – Present Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication and system performance. Responsible to clarify, verify and identify technical issues. Responsible for collaborating with cross-functional teams to: identify and determine solutions and/or workarounds for technical issues. Implement and drive performance methodologies to resolve performance inefficiencies in different areas including, but not limited to applications, reports, integrations and custom configurations. Track and manage customer reported issues via our case management system adhering to best practices. Drive system and process improvement opportunities to prioritize efforts across the Support, Operations and Development organizations Work with Workday technologies to troubleshoot system performance issues Pro-actively report bugs and monitor Tenants Help users to correctly configure their SSO/SAML settings Provide Custom Report improvements to users Be able to investigate Data Sources and advice the use of proper data sources while building Custom Reports Perform health checking on the Integrations tools, such as Workday Studio Have a perfect understanding of Workday Architecture Be on call during certain times, providing investigation and resolution on potential performance/system outage issues Check network latency Capture and Read Charles Log of Browsers to be able to troubleshoot potential network issues Analyse and provide further information on Server Logs using internal Tool (SOLAS) Technical Support Engineer at Tableau Software: jun 2015 – jun 2016 Effectively communicate with customers via email, phone and other electronic methods to ensure clients are effectively using Tableau’s products. Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills. Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating with them in the manner most appropriate. Use excellent judgment in when and how to communicate with customer for maximum effectiveness and customer satisfaction. Collaborate and consult with select server and core server clients to implement successful server launches, and to resolve highly complex technical issues associated with deployment. Collaborate and consult with Tableau Desktop clients to successfully integrate (installation, data connectivity, analysis and performance) the application into their business, and to resolve highly complex technical issues associated with integration. Apply in-depth troubleshooting and debugging skills along with knowledge of systems, databases, and applications to get to root cause of the customer’s issue. Set up test environments to mirror customer set-up, write test scripts, and perform tests using customer’s data or representative data. Apply solid test methodology and debugging skills to narrow down the problem as needed. Communicate effectively to Sustaining Engineering step-by-step instructions to reproduce the issue and findings to identify root causes. Partner with clients and help them optimize the use of Tableau software by using skill in listening and understanding the customer’s request thoroughly combined with in-depth Technical knowledge to assist them in the manner most appropriate. Lead support case resolution efforts for customer cases by using skill in troubleshooting and debugging, identifying root causes, communicating bugs to Sustaining Engineering. Recognized and awarded as one of the most efficient technicians of the year 2015 Help customers to understand how to work with joins and custom SQL Resolve syntax issues on custom SQL queries. Technical Support Specialist at Tableau Software: aug 2014 - jun 2015 Effectively communicate with customers via email, phone, and other electronic methods to ensure clients are effectively using Tableau’s products. Maintain excellent relationships with Tableau customers by applying superb customer service and technical skills. Rapidly diagnose and route incoming cases to appropriate teams. Research, reproduce and resolve customer software and technical issues. Collaborate with Technical Support, Tier 4 and Sustaining Engineering to resolve issues and escalate support cases and priority customer issues as appropriate. Routinely create Knowledge Base articles for issues not yet documented in the KB. Maintain appropriate case-related files and records, including customer records. Systems Developer / Support Level 2 at IIS ltd: may 2013 – apr 2014 Systems development using Delphi Language Create and Maintain SQL procedures using SQL Server and Advantage Database Server, fixing database tables, fixing database index, fixing database Stored Procedures and fixing database Triggers Support Level 2 – Fixing bugs, creating new procedures, creating new triggers, creating new reports using Crystal Reports and Report Builder SAP Business One Support Level 2 – Creating new reports using Crystal Reports, fixing reports using Crystal Reports and fixing settings on SAP QA Tester at Keywords International: aug 2012 - feb de 2013 To find and solve issues about language mistakes in the games using testing tools as Product Studio and Mantis. Ensure that the quality of the localization was achieved. Analyst Developer at Attps Informática: feb 2011 - oct 2011 Responsible for solving issues using PowerBuilder (PowerBuilder version 10) Create and maintain reports using Crystal Reports Analyst Developer / Support Level 2 at Prodabel: dec 2009 - dec 2010 Systems Development using classic ASP (Code Charge Studio tool) Create and maintain the database using Oracle database Create and maintain JavaScript scripts to manipulate retrieved data Create new reports using Crystal Reports Responsible to meet the clients and to make the user's case documents Responsible for the surveys of the system's requirements Analyst Developer at Grupo Mult: apr de 2009 - dec 2009 Systems Development using Delphi 7 language Fixing SQL issues using Oracle and SQLServer database Writing new reports and fixing issues on existing reports using Crystal Reports Upgrade the old Delphi system to a better version, changing the TTables components to ADO queries components, as TTables can be very slow when working with a large amount of data because you cannot filter the data on that kind of component Recognized and awarded as the most efficient Technical Support Specialist of the company, on the 4th quarter of 2014, 1st quarter of 2015 and 2nd quarter of 2015 Help customers to understand how to work with joins and custom SQL Resolve syntax issues on custom SQL queries. Writing new store procedures and triggers on the database to the system's optimization, using SQLServer and Oracle databases Responsible to meet the clients and make the user's case documents Analyst Developer / Support Level 2 at Squadra Tecnologia: mar 2008 - apr 2009 Systems Development using Delphi 7 and classic ASP Fix SQL issues using Oracle and SQLServer database Write new reports and fix issues on existing reports using Crystal Reports Create new web services using Delphi (to create COM+ components and make the database transactions) and classic ASP (to create the webpages layouts) Responsible to meet the clients and make the user's case documents System Developer at Teknisa Software: feb 2005 - jun 2006 Trained to learn how to use Delphi language to develop system. Trained to learn how to use Oracle and SQLServer to use databases. Trained to learn how to use Crystal Reports to develop system reports.