Paolo Felet

Background

About Paolo Felet

Through the combination of business and management acumen with technical expertise, my engineering management degree has helped me develop industrial engineering skills, knowledge, and expertise, alongside strategic thinking.I am currently employed as a ' Senior Technical Product Support Analyst' at Accenture.As the Senior Analyst on our team, I work with my Team Lead to manage a team of 50+ analysts, ensuring that KPIs are met on a daily basis and that we honor our SLA with our client, which is a major social media platform.In my role at Tier 2, my primary focus is close collaboration with Tier 1 agents to address and resolve software bugs and customer inquiries related to product functionalities. Additionally, I collaborate with Tier 3 Specialists and Engineers in cases where system defects are suspected.I use SQL for executing metrics and backend data tests, enabling us to conduct comprehensive investigations into our product portfolio. This process includes a thorough examination of how our clients have integrated our products, as their implementation may contribute to the issues they encounter.I also work closely with businesses to analyze their metrics and performance. This involves analyzing data, identifying trends, and making recommendations to improve business outcomes.This position places a strong emphasis on analytical problem-solving skills and the ability to perform effectively in a fast-paced, high-pressure environment.A typical day in this role involves managing and closing my own support tickets while providing guidance and assistance to team members.I Regularly conduct monthly meetings with Vendor Clients to discuss and provide feedback on potential new tools or platform implementations. Additionally, I organize training sessions for junior analysts, focusing on tool usage and SQL language proficiency.