Using hard skills, it was possible to implement: ➡️ Configuration of groups for 164 Agents distributed among the countries: United Kingdom, Belgium, Netherlands, France, Luxembourg, Sweden, Norway, Finland, Italy and Germany. ➡️ Level 2 Support for Incidents related to components: - Case Type, - CSM Configurable Workspace. ➡️ Implementation of several improvement requests using Scrum methodology. ➡️ As we used specific Agent roles it was not necessary to use Fulfiller licenses, generating cost savings for the client. Although I had the opportunity to put into practice all the hours I invested in the laboratories to achieve my CSM certification, I believe the success achieved is also due to soft skills: ➡️ Constant knowledge transfer sessions with my team. ➡️ With our KT sessions, technical skills has advanced to the point where other team members achieved the CIS-CSM certification. ➡️ One day there was an ice breaker exercise before a retrospective where I shared that I have a bird wit...