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Marcus Vinicius Dias Celestino is an experienced professional specializing in the implementation and support of Contact Center solutions, particularly Genesys Cloud and Genesys Engage. Currently serving as a Senior Support Analyst at Alctel since February 2022, Marcus is responsible for developing integrated chats and URAs, providing Level 2 support for related applications, and offering on-call assistance. Previous roles include Level 2 and Level 3 support for Contact Center solutions at Localiza and various positions at Alctel, starting as a Junior Systems Analyst and advancing to roles such as Telecom Technician. Marcus began a career in maintenance at thyssenkrupp as an Electrician and Trainee and has a Bachelor's degree in Electronic and Telecommunications Engineering from PUC Minas, completed in 2016.