Maria Lúcia Gonçalves
Business Analyst at AFFINITY Portugal- Claim this Profile
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English Full professional proficiency
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Spanish Professional working proficiency
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Portuguese Native or bilingual proficiency
Topline Score
Bio
Credentials
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Análise Funcional
People & Skills-Training CenterDec, 2022- Sep, 2024 -
Modeling Requirements
PluralsightDec, 2022- Sep, 2024 -
Agile & Devops Foundations
CelfocusNov, 2022- Sep, 2024 -
Backlog Management
CelfocusNov, 2022- Sep, 2024 -
DevOps Foundations
PluralsightNov, 2022- Sep, 2024 -
Business Analysis Fundamentals
UdemyOct, 2022- Sep, 2024 -
Scrum Master
XPM ConsultingMay, 2022- Sep, 2024 -
Customer Success - Principais processos de CS
UdemyAug, 2020- Sep, 2024 -
Putting ITIL Into Practice_ Applying ITIL Foundation Concepts
LinkedInJul, 2020- Sep, 2024 -
"For support teams Become a live chat support Expert"
IntercomJun, 2020- Sep, 2024 -
Liderando Mudanças
LinkedInJun, 2020- Sep, 2024 -
Customer Service: Soft Skills Fundamentals
UdemyMay, 2020- Sep, 2024 -
Service Management with ITIL 4
UdemyApr, 2020- Sep, 2024 -
Jira Project Tracking Software-Atlassian
UdemyDec, 2019- Sep, 2024 -
Gestión de Proyectos con OpenProj 2010
TecnocomMar, 2015- Sep, 2024 -
Oracle Business Intelligence Foundation 10 Essentials
TecnocomNov, 2014- Sep, 2024 -
Graduación de Español - C1
Linguagest-Línguas, Tradução, ComunicaçãoFeb, 2013- Sep, 2024 -
Business English - Master Certification
Wall Street EnglishJun, 2010- Sep, 2024
Experience
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Business Analyst
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Feb 2021 - Present
DCS - Product Owner digital services doing the bridge between Product, Design & Dev teams; Roadmap and MVP; Improvements and new features. DCS - Product Owner digital services doing the bridge between Product, Design & Dev teams; Roadmap and MVP; Improvements and new features.
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Indra
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IT Services and IT Consulting
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1 - 100 Employee
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Information Technology Support Analyst | Management
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Jun 2017 - Feb 2021
Project: Millennium Teller Machine - Self-Assisted Sytem Banking Machines Millennium BCP Project: Millennium Teller Machine - Self-Assisted Sytem Banking Machines Millennium BCP
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IT Operations Manager | Support Analyst - MTM Project ( Self-Assisted System Bank Machines)
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Feb 2016 - Mar 2017
Operations Manager in an Innovative an new project Self Assisted banking ATM Machines solution - MTM Millennium Teller Machine;Incidents management; Problem management; Technical support to end-users - B2B Solution; Follow-up on Quality and Development teams in improvements to SW and HW issues to Support in Production;
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IT Shared Service Desk - Technical Support
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Nov 2014 - Feb 2016
2nd line technical Support; HelpdeskPlanning and management at Field Services Engineers daily activities;Service Level Management; ProjectsDell Technologies EMEABanco PopularSantander TottaFertagusBP Portugal
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Allianz Portugal
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Portugal
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Insurance
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200 - 300 Employee
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Customer Service - Insurance & Bank Products Customer Support
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Jun 2011 - Oct 2014
Allianz Portugal | BPI Bank Helpdesk IT Support to BPI Bank as partner Operational tasks - opening tickets customers and partners claims - Products and services; Automatic Telephone distribution; Automatic email distribution; Ticketing System; Commercial, operational and quality efficiency provided to the customers; Allianz Portugal | BPI Bank Helpdesk IT Support to BPI Bank as partner Operational tasks - opening tickets customers and partners claims - Products and services; Automatic Telephone distribution; Automatic email distribution; Ticketing System; Commercial, operational and quality efficiency provided to the customers;
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Zurich Insurance plc
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Netherlands
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Insurance
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1 - 100 Employee
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Customer Support Specialist
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Aug 2009 - Jun 2011
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Education
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2013 - 2015
Universidade Europeia
PostGraduate, Business Management and Strategy -
Faculdade de Letras da Universidade de Lisboa
Graduate, European Studies/Civilization
Community
