Engineer Technical Support

Wanderson Leite

***** ****** ******, ******, ** *8732

Phone: 918-***-**** e-mail: ***************@*****.***.**

SUMMARY

A developed professional in information technology with experience in providing quality technical support in escalating situations. Comfortable solving complex problems in a timely manner with a high success rate as well as mentoring team members with their case issues.

PROFESSIONAL EXPERIENCE

Sr Technical Support Engineer / Team Leader Symantec Corp. – Austin, TX

August - 2007 / present

• Promoted to the Advanced Team and with good customer handling skill I began to handle escalated cases and working direct with Global Level II Engineer

• Work directly with Escalation Management, Platinum customer and Business Critical Services

• After training and certifications, I received the experience needed to work as a member of the Advanced Team for the security and messaging product line

• I am responsible for delivering training and being a mentor to the Frontline team in Brazil

• Advanced knowledge in Symantec Endpoint Protection, Symantec Mail Security for Exchange, Symantec Mail Security for Domino and Symantec Brightmail Gateway

• As a result of improved product quality and customer feedback, I have received several awards from Symantec for outstanding performance

Technical Support Analyst Symantec Corp. - Springfield, OR

February - 2007 / August – 2007

• Worked as a Technical Support Analyst for the majority of the Symantec Products in the Latin America Team

• With deep knowledge of Networking and Symantec products, I developed skills to resolve customer’s issues by e-mail and phone

• As the Frontline contact, I worked with Gold and Platinum Brazilian Customers

• With good performance and good customer handling I was promoted after a few months to Technical Support Engineer on the Advanced Team

Shipping and Receiving GoFit.net - Tulsa, OK

February - 2007 / September – 2004

• Responsible for inventory, including shipping and receiving along with supporting the internal network

International Purchasing Caterpillar Inc. - Brazil

March – 2002 / September – 2004

• Contact international companies and negotiate a transfer price on behalf of Caterpillar

• Authorized within the company to open, analyze, and close orders

• Responsible for the planning and control of the destination of materials to their production site

• Check and control inventory using my own database in Access

• Work within a group to control the reduction cost of imported material, budgets, contingency planning, study of economic visibility, and nationalizing products

• Survey databases using Oracle and Support technology for all logistic areas

• Developed systems for International Purchasing areas

• Training in 6 Sigma

Computer Instructor People Computação - Brazil

January– 2001 / March – 2002

• Course instructor for Windows Office 2000; Microsoft Word, Excel, Access, Power Point, and Project

• Specifically taught employees within the company Tetra Pak

• Received training for Web Developer (Flash, Fireworks, and Dreamweaver)

EDUCATION

Texas A&M University-Commerce – Spring 2010 - present

• Master's Degree in Business Administration

Methodist University of Piracicaba 1999-2003

• Bachelors degree in Information Technology

Microsoft Certified Systems Administrator: Messaging

Exam ID Description Date Completed

284 Implementing and Managing Microsoft Exchange Server 2003 Nov 01, 2008

291 Implementing, Managing, and Maintaining a Microsoft May 28, 2008

Windows Server 2003 Network Infrastructure

290 Managing and Maintaining a Microsoft Windows Server 2003 Environment Apr 17, 2008

270 Installing, Configuring, and Administering Microsoft® Windows® XP Professional Jan 10, 2008

Microsoft Certified Professional ID: 5980836

SY0-201 Security +

LANGUAGES

• Portuguese – First Language

• English - Fluent

• Spanish – Average

COMPUTER TRAINING – SYMANTEC

• Upgrading Skills from MS Exchange 2000/2003 to MS Exchange Server 2007

• Microsoft Active Directory, Domain Name Server – DNS

• Maintaining a Microsoft SQL Server 2005 Database

• Symantec Endpoint Protection 11.0

• Symantec Mail Security for Exchange

• Symantec Mail Security 8300 Series appliances

• Brightmail Gateway

• Symantec Mail Security for Domino

EXTRA COURSES

• Course in Logistic Programming – People Computacao, Brazil

• Business and System Information, in Mktg – Caterpillar, Brazil

• Interpersonal Communication – Caterpillar, Brazil

• Knowledge in Selling – Caterpillar, Brazil

• Negotiations for Winning – Caterpillar, Brazil

• Project 6 Sigma – Caterpillar, Brazil

• Business Strategy and Finance Management – Symantec, USA

AWARDS & ACHEIVEMENTS

• Symantec A+ Award

Receiving several Bravo Zulu awards on products in which he has minimal or no formal training. Wanderson has demonstrated the spirit of Innovation and Action in his work.

• Symantec Spotlight Award

For achieving a Closed Loop Feedback, rate 100% for 6-week period of April 1 to May 16. Thank you for your contributions to improving product quality and customer feedback.

• Symantec Top Talent

After outstanding performance in the fiscal year. I was awarded to participate in the Top Talent program within the Symantec Corporation in which only a small percentage of employees were invited. This program’s design is to enhance my skills and knowledge to create more opportunities within my career.

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