Alan Cleber Baptista

Field Consultant /AV Specialist @ HCLTech

About

IT Specialist with 10+ years of experience in global support environments, focused on Video Conferencing and Unified Communications.Specialized in Zoom Rooms, Microsoft Teams Rooms, Polycom, Neat, and AV integrated systems, delivering high-performance solutions for enterprise environments.Strong experience supporting VIP users and executive meetings, ensuring reliability and seamless communication. Proven track record in troubleshooting complex issues, optimizing system performance, and supporting large-scale corporate events such as Town Halls and Webinars using OBS Studio.Experienced in working closely with clients to design and recommend AV solutions aligned with business needs.Focused on user experience, system stability, and continuous improvement.

Country

Brazil

City

São Bernardo do Campo

Industry

Information Technology & Services

Skill

Windows Azure, Networking (CCNA), OBS Studio, VIP Support, QSC, Neat Devices, AV Systems, Comunicações unificadas, Microsoft Teams Rooms, Zoom Rooms, Liderança de equipe, Microsoft PowerPoint, Microsoft Excel, Microsoft Outlook, Integração de novos funcionários, Microfones, Câmeras, Competências interpessoais, Português, Comunicação

Experience

Field Consultant /AV Specialist

HCLTech

2024-7 - Present · 2 yrs 3 mos

São Paulo, Brasil

Provide global remote support for video conferencing systems (Zoom, Teams), ensuring high availability and performance. Perform advanced troubleshooting and system health checks across enterprise environments. Support VIP and executive-level meetings with high reliability standards. Create technical documentation and user guides to improve team efficiency and user experience. Lead and support Town Hall and corporate events using OBS Studio (video, audio, timers). Collaborate with clients on new projects, recommending AV solutions based on business needs. Maintain systems updated, testing new releases to prevent incidents and ensure stability.

Elite Remote Tech Engineer / Technical Team Leader

2022-11 - 2024-7 · 1 yr 9 mos

São Paulo, Brasil

Delivered global support for enterprise clients in English and Portuguese - Led technical team operations and service delivery - Managed Zoom Rooms and Microsoft Teams Rooms environments - Installed and configured Polycom and Neat systems - Supported webinars and large-scale corporate events - Provided VIP support for executives - Created training materials and conducted user training sessions

Elite Service Engineer

Polycom

2016-11 - 2022-11 · 6 yrs 1 mo

Sao Paulo

Provided global support for Cisco and Polycom systems - Troubleshot conferencing and connectivity issues - Supported Skype for Business

Analista de Suporte Bilingue

Docusign

2016-5 - 2016-11 · 7 mos

- Provided remote support and user training - Analyzed logs and XML for troubleshooting

Analista de suporte de sistemas

Xerox do Brasil

2008-6 - 2013-9 · 5 yrs 4 mos

Delivered local and remote support for printers and desktops - Managed print systems (JBA, Equitrac) - Improved troubleshooting processes reducing downtime