Tiago Silva

Salesforce US Aug 2024 – Present Working in the Leads management area, providing support for Leads and Data Cloud C360 Bayer Crop Science Brazil May 2021 – Aug 2024 Provided global support for technical requests and enhancements. Adtalem Global Education Brazil Nov 2020 – Feb 2021 Administration and maintenance of users, reports, settings, and training in Salesforce Classic. Provided Level 2 support for back-office users. Bayer Crop Science Brazil Nov 2018 – Aug 2020 Provided global support for technical requests and enhancements. Managed user administration, reports, dashboards, data loads, deployments via Copado, Process Builder, workflows, and validation rules. Created functional documentation, conducted user training and Salesforce usage sessions, and facilitated technical support and coordination between sales and development teams.

- Version control branches and merge of Java and .Net applications. -Analysis and approval of deployments in approval and production environments. -Definition, communication and implementation of improvements in software life cycle management processes. -Construction of standards build automatic. -Planning, creation and management of systems environments (DEV / SIT / UAT). -Management and conduction of meetings, processes with multidisciplinary IT teams. -Implementation of the CMDB (Configuration Management Data Base) in the company. Systemic equalization ("Refresh") of DEV / SIT / UAT environments. This equalization aims to help against component and mass data faults in development and testing environments. - Migration of all outsourcing codes to the Experian repository ensuring information security. - Automation of reports of executive indicators (Emergency Change Orders, Rollbacks, Incidents and Requisition). - Siebel migration assessment for Salesforce POC (Proof of Concept) - Training for sales teams in SalesForce

Field service and remote support for external and internal clients, providing solutions to several IT issues (Networks, OS, Hardware, Software, Installation, Configuration, Servers and Mobile) Management and following up of incident ticket, request and change. - Focal point between IT, Clients and Sales. - Performance and control for the level of compliance with SLA. - Investigation and search of the root cause of incidents. - Construction of technical documents. -Intermediation and conduction of meetings between multidisciplinary teams of IT areas of Infrastructures (storage, servers and information security). - Coordination of the support help desk team with a total of 20 analysts. - Remote Technical Support for countries in Argentina and Mexico. - Construction of technical documents (Oracle CRM) and business (Sales). - Level 3 support for Siebel OnPremise system (CRM) and Oracle EBS for Back Office and Telesales teams. - Siebel OnPremise (CRM) ERP training instructor for technical support analysts (levels 1 and 2)

Atendimento Support 1st level for internal customers in the localities Brazil, Argentina and Mexico related to corporate software of the company. Requisition and incident management.

Responsible for delivering documents and correspondence in company. Control of invoice of correspondences together with the Post Office.