Edson Nobles

My goal is to encourage people to go after their dreams, help them the best way I can, see them happy, and thriving on the way to their success.

I see teamwork as the key to victory and happiness. Thus, I strive to be a teammate whom the team can rely upon by sharing my knowledge and learning from my teammate’s knowledge as well. Helping people is at my core. Thus, I do my best to go above and beyond for my teammates and customers. Also, I believe that a happy team makes happier customers.

I have about two years and a half of exchange in Ireland, where I improved my English and interpersonal skills. I improved my way of connecting with people and my teamwork skills. I also became passionate about multicultural environments.

Cloud Support Engineer Intern / SAP – Jan 2020 / May 2021

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively.

RESPONSIBILITIES 

• Ticket handling.
• Analyze and resolve reported incidents using knowledge databases and/or verifying product configuration.
• Root Cause Analysis of reported incidents.
• Create knowledge documentation and share knowledge.
• Participate in global projects around support processes and quality assurance.
• Report errors to Development/Operations teams.
• Provide consulting for customers on procedural issues and queries.
• Monitor and enable SLA fulfillment via queue monitoring.

HCL Technologies is a next-generation global technology company that helps enterprises re-imagine their businesses for the digital age.

RESPONSIBILITIES 

• Ticket handling.
• Clear and effective communication at all levels across the business.
• Manage and track all support issues and ensure the appropriate teams are identified and informed so that a resolution can be implemented.
• Ensure customer satisfaction when handling an incident – actively supporting the customer and keeping them up to date throughout an incident life cycle.
• Create and update useful articles on the knowledge base.
• Review issue details and analyze, determine and resolve issues for clients.
• Installing and configuring IT software.
• Contribute to the growth of the support division showing new ideas and forward-thinking.
• Usage of search engines to find information on the internet.
• Mentor - responsible for mentoring 62.5% of the team members.

Unisinos - Undergraduate Course in Computer Information Systems 3/4 – 2019/2025