Steven Fernandes
About Steven Fernandes
Steven Fernandes is a Team Lead at SOTI, where he has worked since 2015. He provides coaching to support agents and automates workflow processes using SalesForce and JIRA.
Work at SOTI
Steven Fernandes has been employed at SOTI since 2015, where he initially served as a Senior Technical Support Engineer. In 2018, he advanced to the position of Team Lead. In his role, he provides coaching and mentoring to a team of level 1 and level 2 support agents. He is responsible for scheduling team and individual meetings to address concerns and enhance team performance. His experience at SOTI spans over nine years, contributing to the company's technical support operations.
Education and Expertise
Steven Fernandes studied at Seneca College of Applied Arts and Technology, where he focused on Computer/Information Technology Administration and Management. He completed a diploma in Computer Networking and Technical Support from 2013 to 2015. His educational background equips him with the necessary skills for his roles in technical support and team leadership.
Background
Before joining SOTI, Steven Fernandes worked at FedEx Express Canada as a Data Entry Operator from 2011 to 2012. This experience provided him with foundational skills in data management and operational support. His career path reflects a progression from entry-level positions to leadership roles in technical support.
Achievements in Workflow Automation
In his current role, Steven Fernandes automates workflow processes by creating reports in SalesForce and JIRA. This involvement in automation demonstrates his commitment to improving efficiency within the technical support team and streamlining operations.