Thiago Chagas

Senior professional in high-complexity system support within the financial sector, with over two decades of experience. Recognized for leading support teams, implementing agile methodologies (Scrum, Kanban), and optimizing processes through performance metrics and indicators (SLA, TMR, FCR, CSAT). Consistent track record of resolving critical issues, innovating service delivery processes, and training end users. Communicative, proactive, and committed to continuous improvement.

Senior Support Analyst at EVERTEC (2019-07 – Present)

• Supervise and lead the support team, serving as the technical reference and escalation point for critical issues.
• Introduced and implemented performance metrics (SLA, TMR, FCR, CSAT), resulting in optimized workflow and greater team visibility.
• Reduced the development backlog by 30% by leading action on stalled cards.
• Conduct log analysis and create knowledge base articles to accelerate recurring issue resolution.
• Operate in an agile environment using Scrum and Kanban, facilitating ceremonies and tracking deliverables.
• Provide support for high-complexity systems for Banks and Financial Institutions using ZohoDesk, TFS, Postman, Grafana, and Graylog.

Support Analyst at TEKNISA (2018-09 – 2019-04)

• Responsible for supporting HCM, SM, SD, and CRM systems developed by the company.
• Subject matter expert in eSocial, serving as the HCM sector point of contact for payroll-related client queries.
• One of the key contributors to introducing the Scrum agile methodology within the HCM division, acting as a process consultant.
• Analyzed and resolved errors related to payroll processing and statutory obligations.

Support Analyst II at FLUXIS (2011-12 – 2015-09)

• Managed ERP system support, handling tickets and incident management, reporting directly to senior management.
• Deployed ERP solutions and conducted on-site user training, ensuring adoption and operational efficiency.
• Developed process flowcharts, test documentation, and user manuals.
• Applied the Scrum methodology to support and testing processes, actively participating in module improvement projects.

Support Analyst at SONDA IT (2010-10 – 2011-12)

• Served as the technical reference for the team, elevating service standards for the State Department of Health (SES).
• Diagnosed and resolved issues on Windows workstations (XP and 7), including remote imaging via RIS and PXE.
• Managed account creation and password resets in Active Directory and configured email via MS Office Outlook/Exchange.
• Utilized an ITIL-based incident management tool with SLA and TMA controls.

Postgraduate Degree in Information Technology Management – Faculdade Pitágoras (2011)

Bachelor's Degree in Tourism – Centro Universitário Newton Paiva (2007)