Experience

AWWCOR, Inc.

• United States
• Information Technology & Services
• 100 - 200 Employee

• Support Analyst, Customer Ambassador

  • Oct 2021 - Present

  Analysis of requirements for understanding and developing clinical trial studies (Conform application tool) for pharma customers, working with different data providers. Report daily and weekly trend metrics. Data quality analysis. Management of incidents and service requests using the Fresh Service (ITSM) tool. System troubleshooting and problem-solving across platform and application domains. Work with documents and established process flows. Analyze and report historical incident trends, and identify patterns as part of a proactive problem management effort. Manage multiple work streams within an organization to resolve customer issues. Show less



Grupo Tigre

• Brazil
• Construction
• 700 & Above Employee

• IT Support Analyst

  • Mar 2021 - Sep 2021

  Ensuring the best customer service, identifying opportunities to improve processes within the structure, and providing technical support. Checking service requests using Service Now (ITSM) tool. Managing crisis and critical incidents. Analysing improvements, creating dashboards and reports to management. Preventive maintenance and troubleshooting on IT equipment. Using Salesforce as a support tool in dealing with sales problems. Managing Office 365 licenses and permissions. Creating users and managing permissions using Active Directory and SAP tools. Show less



Tung Sing Chinese Restaurant

• United States
• Restaurants
• 1 - 100 Employee

• Waiter / Kitchen Porter

  • Jan 2019 - Jan 2021

  As an international position I kept in touch with the Irish culture talking to the customers, improving my English skills, I was also able to develop different skills like: money management, problem solving and customer service. As an international position I kept in touch with the Irish culture talking to the customers, improving my English skills, I was also able to develop different skills like: money management, problem solving and customer service.



Kantar IBOPE Media

• Brazil
• Research
• 700 & Above Employee

• Support Technician

  • Jun 2013 - Oct 2018

  Providing technical support and training to internal customers and staff. Real-time system monitoring and server configuration using the MediaDNA and Zabbix tools. Checking service requests and contacting global Kantar IBOPE's partners and customers for running troubleshootings and applying solutions to internal and external problems. Searching practical and dynamic solutions to the problems analyzed and searching new technologies in order to optimize daily activities. Partners locations (Brazil, Lisboa, Miami and some Latin American countries like Argentina, Colombia, Costa Rica, Guatemala, Panama, Paraguay and Peru). Managing 1st level team working close to the managers, creating dashboards and reports and to management and elaborating team timetable. Show less



Dell Technologies

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Support Technician Analyst

  • Mar 2011 - Apr 2013

  Checking 1st and 2nd level service requests, attending internal and external customers. Support through the phone, remote access in order to run troubleshootings and provide technical solutions. Creating dashboards and reports to management. Checking 1st and 2nd level service requests, attending internal and external customers. Support through the phone, remote access in order to run troubleshootings and provide technical solutions. Creating dashboards and reports to management.



NET Oficial

• Brazil
• Telecommunications
• 700 & Above Employee

• Customer Service

  • Aug 2010 - Mar 2011

  SLA verification, monitoring and attending service requests. Contacting field technicians, service providers and customers. SLA verification, monitoring and attending service requests. Contacting field technicians, service providers and customers.



Yesnet Cyber Office

• São Paulo, Brazil

• Customer Service

  • May 2010 - Aug 2010

  Customer service, monitoring, preventive maintenance and troubleshooting on Cyber Office's computers. Customer service, monitoring, preventive maintenance and troubleshooting on Cyber Office's computers.