Gabriel Orso de Lima

Deliver specialized Technical Support for buyers and suppliers on the SAP Ariba Business Network, performing advanced troubleshooting, root cause analysis (RCA), and resolution of complex technical incidents in enterprise environments. Manage customer interactions across phone, email, and live chat, providing multilingual support in English, French, and Portuguese for a global customer base, primarily supporting clients in the United States, Canada, and France. Utilize Splunk, ServiceNow, SQL, and Dynatrace for log analysis, system monitoring, performance analysis, incident management, and problem management, ensuring high system availability and reliability. Analyze, validate, and troubleshoot cXML and EDI documents, supporting system integrations, B2B integrations, transaction integrity, and end-to-end business process continuity within the SAP Ariba Business Network ecosystem. Collaborate cross-functionally with Engineering, Product Management, and Operations teams to drive issue resolution, process optimization, and continuous product improvement.

I provided specialized technical support to buyers and suppliers on the SAP Ariba Business Network, with a strong focus on strategic sourcing processes, including RFPs, RFQs, RFIs, and electronic auctions. My role involved in-depth analysis, diagnosis, and resolution of complex technical cases. I handled customer interactions via phone, email, and real-time chat, delivering multilingual support in English, French, and Portuguese. I collaborated closely with internal engineering, product, and operations teams to accelerate issue resolution, improve internal workflows, and contribute to continuous enhancements of the platform.

Successfully closed over 50 deals within one year, including a major contract with a government entity and three strategic agreements with international partners. Oversaw every stage of the sales cycle with meticulous attention to detail, ensuring timely follow-ups and providing clear, consistent support to address any customer questions or concerns. Ensured clients not only understood the software but were also able to fully leverage its capabilities to optimize and streamline their business processes.

Consistently delivered accurate and competitive freight quotations that aligned with customer needs and expectations. Successfully negotiated freight pricing in English with multiple international partners, securing favorable terms and cost-effective solutions. Developed optimized, cost-efficient routes for each shipment, balancing operational efficiency and expenses to enhance overall logistics performance.

Bacharelado em Relações Internacionais com ênfase em Administração e Marketing