Cordio's World
I'm João Paulo (John) Cordio an IT Enthusiast!
ABOUT ME
A small introduction about myself
João Paulo (John) Oliveira Cordio
Systems Analyst & Web Developer
Born in June 24th 1989 in Brazil I am also EU Citizen with Bachelor of Computer Science with 10 years of experience in customer service, web design and development. I have the ability to multitask and prioritize jobs to meet deadlines as required. I can be creative when it comes to solving problem and pay close attention to details. I like to work as a part of a team and I am experienced in working under pressure. The years spent working with customer service brought me the ability to understand users, be very practical to identify problems and lead solutions while keeping the best standards of quality in service. I am always open to new challenges and opportunities.
Download My PDF ResumeWORK EXPERIENCE
My professional background
Nov 2019
–
Present
Senior Technical Support Specialist
at ClickDimensions
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Efficiently resolve support tickets to our customers' satisfaction by conducting in-depth support sessions though any available support channels at ClickDimensions;
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Provide mentorship for TSS – Tier I support agents regarding support cases, technical knowledge and feedback;
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Update documentation as needed to improve customer self-help and internal technical information;
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Proactive monitoring of services to escalate accordingly to provide first level incident response documentation / organization;
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First level escalation point for TSS - Tier I Support Agents;
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Provide detail escalation analysis / reproduction / documentation for all issues routed to Tier III support.
Apr 2019
–
Nov 2019
Technical Support Specialist
at ClickDimensions
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Troubleshooting issues related to ClickDimensions solution within the Microsoft Dynamics 365;
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Utilizing ZenDesk ticketing and Live Chat platform for resolving issues and communicating with customers;
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Deciphering log files and tracking server/queue health and status with Kibana, Grafana and Azure Server;
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Creating escalations for Senior Support;
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Attending team meetings and discussing future metrics and targets.
Aug 2017
–
Mar 2018
System Implementation Consultant
at EICON
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Responsible for implementation projects of education management system;
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Perform adherence analysis, system training, assisted operation and document the activities;
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Acting on business generation next to the business analyst;
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Requirements analysis, work processes analysis and risks analysis;
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Check and analyze activity reports;
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Create relationship with the local team and client;
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Implantation, gathering requirements with client and realizes trainings, monitoring the system and customer support;
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Maintenance and configuration of computers, laptops and small routers (cable and wireless);
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Installation and configuration of operating systems (Windows) and applications (Microsoft Office and others).
May 2014
–
Nov 2016
Web Developer
at Spartan do Brasil Produtos Químicos Ltda
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Data survey and business analysis involving the online sales system;
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Processes follow-up involving the development and / or maintenance cycle of software, interacting with the internal clients, searching technical needs and requirements development;
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Development of customizations and improvements in the system in PHP language, basic Javacript and JQuery;
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MySQL Database, MS SQL 2008 and PostgreSQL;
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Software testing;
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Training and qualification of internal clients with the corporate system.
May 2013
–
Apr 2014
Web Designer & Developer
at ContentSys
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Maintaining and development of websites;
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Technologies such as HTML5, CSS3, PHP, JavaScript, Wordpress and Joomla.
Oct 2012
–
May 2013
System Analyst
at Multi Holding
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Gathering requirements, Business and Application Support, Business Analysis;
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Creation of specifications for new tools for web and desktop system that makes managing franchises language training and vocation education;
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Implantantion, Deployment and field training web system (MICROSOFT DYNAMICS AX EP/ ERP);
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Creation user manuals for system users;
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Managing requests in SLA system, Troubleshooting;
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Tests and test plans for new tools;
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Development and delivery of training material to end users on all standard applications;
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Queries basic level in database (SQL);
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User Support (Calls, Emails, Remote access), Customer Service.
Jan 2012
–
Aug 2012
Business Consultant
at Totvs
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Consulting in DataSul (ERP System): Logistic and Supply modules;
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First line support;
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Training of new users.
Aug 2008
–
Jul 2010
Mainframe Systems Operator
at IBM
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Mainframe system monitoring of global customers, working at the Global Command Center;
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Respond to system problems through monitoring tools or customer calls, following specific documentation and procedures, respecting the given severity of the problem;
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Contact support and crisis management teams, following Incident and Change management processes, documenting the history of all incidents through timelines.
EDUCATION
What I have done in my academic career
Mar 2020
–
Mar 2020
Bootstrap
at Ricardo Sanches
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Location: Online, Brazil
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Course duration: 20 Hours
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Website: https://github.com/rvsanches
Jan 2018
–
Fev 2018
JavaScript
at Codecademy
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Location: Online, Brazil
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Course duration: 40 Hours
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Website: https://www.codecademy.com
Aug 2013
–
Aug 2013
SQL Database
at Softblue
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Location: Online, Brazil
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Course duration: 20 Hours
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Website: https://www.softblue.com.br
Fev 2012
–
Nov 2012
Web Design
at Microcamp
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Location: Campinas, Brazil
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Course duration: 265 Hours
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Website: https://www.microcamp.com.br
Fev 2011
–
Nov 2011
English
at Eden College
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Location: Dublin, Ireland
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Course duration: 384 Hours
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Website: https://www.edencollege.ie
Fev 2007
–
Nov 2010
Bachelor: Computer Science
at Universidade Paulista
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Location: Campinas, Brazil
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Course duration: 3.840 Hours
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Website: https://www.unip.com.br
May 2008
–
Jul 2008
Mainframe and Distributed Systems
at Instituto Eldorado
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Location: Campinas, Brazil
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Course duration: 88 Hours
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Website: https://www.eldorado.org.br
PORTFOLIO
Showcase of my latest works
This Section is Under Construction...
GET IN TOUCH
Please feel free if you would like to have a chat
CONTACT DETAILS
Cork City - Ireland
+353 83 313 2234
joao.cordio@gmail.com
www.cordio.com.br