Luis Hlatki

Technical Account Manager

Responsible for managing and developing strong relationships with our customers, acting as a trusted consultant and advocate for their technical needs. I work closely with our sales, support, and engineering teams to ensure customer satisfaction, retention, and growth.

Key responsibilities:

• Act as the primary point of contact for customer technical inquiries and issues, providing effective and timely solutions.
• Build and maintain strong, lasting relationships with key stakeholders and decision makers in customer organizations.
• Provide technical guidance, support, and training to customers, ensuring they are maximizing the value of our products and services.
• Collaborate with internal teams to identify and implement solutions for customer issues and improve the overall customer experience.
• Conduct regular meetings and reviews with customers to ensure their satisfaction and address any issues or concerns.
• Monitor and track customer usage and provide regular reports and insights to inform strategic decision making and product development.

Customer Success Manager - LAC

As a Customer Success Manager for the Latin American and Caribbean region at Rocket.Chat, I focused on the technical side, cultivating and maintaining strong relationships within assigned accounts to ensure high levels of customer satisfaction and recognition of ROI. This involved closely working with customers alongside the Sales, Customer Support, Product Management, and Finance teams to ensure successful delivery of our services.

Senior Technical Support Analyst

As a Senior Technical Support Analyst at Rocket.Chat, my primary responsibility was to provide technical assistance to customers and resolve complex technical issues. I worked closely with cross-functional teams to diagnose and troubleshoot software and hardware problems and developed solutions to ensure customer satisfaction. I managed and resolved technical issues reported by customers through various channels such as email, phone, chat, and ticketing systems.

I had experience working with Docker containers, Linux operating systems, and writing shell scripts. I documented and communicated technical solutions to internal and external stakeholders and collaborated with product development teams to identify and resolve product issues. In this role, I possessed excellent communication and problem-solving skills to effectively engage with customers and provide prompt, accurate, and professional technical support. I stayed up-to-date with new technologies and industry trends to provide effective solutions and maintain a high level of customer satisfaction.

Application Support Analyst

Supporting a portfolio of more than 100 Upstream/Downstream applications from different vendors, also, working with technologies like Oracle e SQL, Azure – Pipilines, CI/CD, Terraform, Azure cloud infra support, BMC Remedy, TFS, Windows Server, Citrix, all jobs done through sprints defined by the SAFe framework.

IT Analyst

Working alocated on Schreiber Foods, big sized multinational food company. IT Management, user support, IT assets management, CAPEX/OPEX, system implantation, team management, network and servers management, backup routines, tickets management, intercommunication between IS Team located on Schreiber Foods HQ – Green Bay. AD, GPO, DNS, DHCP, Fortinet, McAfee Policy Audition, Citrix, Solar Winds RMM, Windows Server, Server Virtualization (VMWare) & Veeam Backup.

Blue Soluções

IS Consulting, diagnosis, requisites and scope elaboration to new projects implantation.

Ambev

ASP .NET Developer

W Company

Team and ticket management, training and responsible by the new hires. Conflict management and tickets troubleshoot. IT assets management, looking for the best choices to get the best deals to reduct the coust of the IT sector.

Universidade Claretiano

Faculdade Cidade Verde

Descomplica

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