Juliana Gonçalez

Professional with 10 years of experience in the area of ​​ERP systems support, specialized in systems analysis and development and postgraduate degree in database management. I have strong skills in customer service, bilingual communication Portuguese and Spanish and incident management.
As a Bilingual Systems Support Analyst, I have extensive experience in evaluating and addressing complex situations presented by customers. My main responsibilities include:
•Perform simulations and tests on the system to identify causes of incidents.
•Document and forward activities to the development area when necessary.
•Contact customers in Portuguese and Spanish via phone, email or Skype to provide resolutions or contingencies.
•Update service orders with detailed descriptions of the services performed.
•Study documentation of clients processes and systems to understand the work environment.
•Perform maintenance via SQL and integration analysis.
•Create How to in Portuguese and Spanish