Luis Vieira

• Support Poly Global Support Services teams of Tier 3 Support Engineers, Project Solutions Consultants, and Sales Engineers/Architects by providing Tier 4 Subject Matter Expert Engineering level of support on their day-to-day customer issues, project implementations, sales/business development. • Responsible for assisting Product Management and Program Management in planning software fixes and features that affect Polycom customer base; • Advocate for customers on their reported issues from the field and the logistics for delivering software fixes that surround those issues; • Work closely and direct with Development Teams to identify, resolve, validate and release software that fixes issues, enhances existing features or implements new ones; • Author and maintain support documentation (admin guides, field notes, etc.).

• Support Poly Global Support Services teams of Tier 3 Support Engineers, Project Solutions Consultants, and Sales Engineers/Architects by providing Tier 4 Subject Matter Expert Engineering level of support on their day-to-day customer issues, project implementations, sales/business development. • Responsible for assisting Product Management and Program Management in planning software fixes and features that affect Polycom customer base; • Advocate for customers on their reported issues from the field and the logistics for delivering software fixes that surround those issues; • Work closely and direct with Development Teams to identify, resolve, validate and release software that fixes issues, enhances existing features or implements new ones; • Author and maintain support documentation (admin guides, field notes, etc.).

• Provide remote and occasional onsite 3rd level of world-class support for the suite of proprietary on-premise and cloud-based Polycom Collaboration Platform and their interoperability with Ecosystem Partners such as Microsoft, Zoom, Google, Pexip, Avaya, Cisco, etc.; • Work in collaboration with members of wider support team, project management, systems engineering, Tier 2, Elite/Premier, Tier 4 Engineering and Development/QA in order to develop each professional to even greater levels; • Work in collaboration with all aforementioned in order to identify software defects from the field, have Development correct them, validate the correction and provide the best in class support to customers resolving their problems in a timely manner; • Contribute to knowledge base and product documentation;

• Provide remote and onsite installation, repair and maintenance services for a suite of Polycom RealPresence Platform Infrastructure and Telepresence products integrated with Microsoft Lync 2010 and 2013, Microsoft Exchange, Cisco CUCM and Avaya Aura SM; • Provide customer orientation on newly installed products in Portuguese, English and Spanish; • Work with project management, systems engineering and tier 3 support teams on project planning for complex product implementations or escalations to higher level support located worldwide; • Engage in medium and long term project planning and consultation services; • Create and update project documentation.

• Provide remote technical support in analysis, troubleshooting, diagnostics, fix of communication solutions for top customers (tier 2 level) and business partners (tier 3 level), liaising with escalations to higher support level in the USA, Canada, Argentina and India (Tier 3, CPE, ADE and R&D); • Experience working in shifts and 24/7 on call duty; • Plan and execute Move/Add/Change activities; • Contribute to knowledge base creating and updating documentation;

• Provide onsite technical support for hardware, software and application solutions of converged systems, custom solutions, CTI systems and IVR in large and complex call center environments. This support consists in troubleshooting, updates and upgrades, hardware replacement, sniffers, disasters recovering, installation, configuration, monitoring, implementation in critical environments with aggressive SLA; • Provide onsite and remote proactive and preventive maintenance by analyzing, investigating, creating action plan and reporting the found issues to customer; • Assist to field services manager in coordinating the engineers, administering the agenda and allocating the appropriate resource as demanded as well as analyze/approve MAC projects.

• Admin domain, users, mail server, use and security policies, backup, routers and switches, cabling, workstations, inventory and systems; • Support and admin corporate data and voice solutions; • Support administrative and industrial processes, systems, network, computers and automation solutions; • Manage and implement new projects of systems and technologies to improve performance processes; • Manage contracts and third part contracted partners and service providers.

• Provide administrative and technical support for Learning Coordinator and Instructors in International Education Systems and Programs.

• Provide IT technical support in IT projects for the government agencies of the state; • Onsite support related to installation, configuration and maintenance of hardware, printer, software and support infrastructure, configuration and monitoring of Windows and Linux networks; • Coordination of the team of analysts, SLA and relationship with users and customers.

• Teaching the use of the latest computational tools and resources for information technology at about 400 students taking courses in Web Design, Network Management, Installation and Maintenance of Computers and Computer Operation; • Find, analyze, design and deploy new technologies in IT infrastructure for the company and provide technical support for hardware, software and network; • Train other teachers; • Develop and implement methods of performance evaluation;

• Research, analysis, design and deployment of IT solutions (infrastructure, software, networking, security), optimizing cost with parts maintenance and services (Worktek Formação Profissional - Marilia/SP, Ima Imóveis - Vera Cruz/SP, RolNetVC - Vera Cruz/SP, ABIJCSUD - Santa Maria/RS); • Participation in the definition and implementation of web sites projects(PortalFunerario.Net, Sunline Internet - São Paulo/SP, Mundial Seguros - São Paulo/SP, Braslumi - Tupa/SP, Mil Placas - Marilia/SP, Juliano Cesar - Ribeirao Preto/SP);