Paulo Tawada
Las Vegas,NV
Summary
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
22
22
years of professional experience
Work History
Technical Support Engineer / Software Engineer
HCLSoftware
Las Vegas, NV
09.2016 - 06.2024
- Outstanding worldwide support for the IBM DevOps/UrbanCode products (installation, configuration, upgrades, integration with other products, troubleshooting): https://www.ibm.com/products/devops
- Asked customers targeted questions using KT (Kepner-Tregoe method) to diagnose problems and provided timely solutions.
- Analyzed complex technical issues and resolved them using root cause analysis techniques.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Created technical notes and published them on the web to assist customers with known issues.
Change Management Analyst/Technical Support Engineer
IBM
Phoenix, AZ
05.2002 - 08.2016
- Change Management Analyst for American Express, ING, and Allianz.
- Conducted regular meetings to update stakeholders and team members on project status.
- Participated in the development of change management plans to ensure successful implementation of organizational changes.
- Technical support for IBM Rational ClearQuest: https://www.ibm.com/products/rational-clearquest
- Provided real-time support via phone, email, and chat to address customer technical concerns.
- Collaborated with engineering and product teams to identify and rectify recurring technical issues.
Education
MBA - Information Technology
Western International University
Phoenix, AZSkills
- Environments: AIX, Linux, Mac OS, Solaris, Windows, z/OS, Docker and Kubernetes
- Databases: DB2, Derby, MariaDB, MySQL, SQL Server and Oracle
- Script: CURL, Groovy, Java, Rexx, Shell
- CA-7, ChangeMan ZMF, Drupal, Git, Google Workspace, Java, JCL, Jenkins, JIRA, Jobtrac, LDAP, ManageNow, Maven, Microsoft 365, Remedy, REST API, Salesforce, ServiceNow, Slack, SQL Queries, TSO, WebSphere
Languages
Portuguese
Native/ Bilingual
Timeline
Technical Support Engineer / Software Engineer
HCLSoftware
09.2016 - 06.2024
Change Management Analyst/Technical Support Engineer
IBM
05.2002 - 08.2016
MBA - Information Technology
Western International University
Similar Profiles
Li Ling QuekLi Ling Quek
ASEAN & Korea Field Marketing Manager at HCLSoftwareASEAN & Korea Field Marketing Manager at HCLSoftware
Hugo PleitezHugo Pleitez
Assistant Vice-President of Manufacturing at Carbon Block Technology Inc.Assistant Vice-President of Manufacturing at Carbon Block Technology Inc.
Elexander BurgessElexander Burgess
Stock Associate at USAPE LLCStock Associate at USAPE LLC