Mateus Santos Rogienfisz

• First U.S.-based support engineer hired during company’s scale-up (50 to 150 employees). Built support infrastructure from scratch, including workflows, documentation, training materials, and Zendesk automation (Status Portal).
• Served as primary escalation point, achieving top team metrics and 100% customer satisfaction. Worked closely with Development to resolve technical issues and improve product quality.

Relocated to the United States for family reasons. Awaited work authorization before resuming professional activities. (No sponsorship required)

• Keep a high closure average ranging from 35 to 40 closed tickets per month while maintaining a high CSAT of 4.8.
• Provide a high level of technical support for highly escalated incidents for S500 customers.
• Supported all Windows technologies (Directory Services, DnD, UEX, Storage, and Network), eventually moving to specialize in Storage and Directory Services.
• Mentor other engineers on critical issues in complex environments.

• Take full ownership of planning and maintaining all bank's Identity provision and Authentication systems working with multiple technologies such as Azure AD, AWS Cognito, SAML, OIDC, LDAP, Linux Servers, Windows Servers, Rad Hat Directory Services, VIDM, Powershell, Bash and Kubernetes

• Managed and maintained multiple Microsoft systems, such as Active Directory, MS Exchange, SCCM, etc.
• Planned and maintained core Microsoft infrastructure of the army with over 100,000 users, guaranteeing 100% uptime.