And this is a
Professional Biography
As a seasoned professional in the IT sector with extensive expertise in application support and service desk management, I bring over fifteen years of experience to my career journey. I have consistently delivered exceptional internal and external support to a diverse range of clients, both local and international. Notably, I possess outstanding abstract reasoning skills, enabling me to swiftly identify and resolve complex technical issues. Committed to continuous improvement, I remain up-to-date with the latest industry trends to ensure the delivery of top-notch service that exceeds client expectations.
In my previous role as an Operations Technician at ECT - Brazil Post, I managed the planning and development of design and procedures in DW Oracle to EXCEL/ACCESS, KPI's, and Key Performance Indicators. Additionally, I extracted data from Oracle Data Warehouse to increase information on Microsoft Project, which was utilized across all parcel distribution units in metropolitan capital, São Paulo Brazil. I also planned and developed procedures for project reporting, including GANT curves on Microsoft Project Reports, and delegated tasks to team members while developing new reports published by Microsoft Office SharePoint.
Using the 5S methodology, I conducted operational analysis that resulted in an increase in delivery by 15%. Furthermore, I proposed Kaizen practices solutions to improve parcel delivery and reduce total expenses, and presented my findings and data to improve team strategies and operations.
In my recent role at TIVIT, I worked as a Bilingual Support Analyst, providing technical support for customer and business management systems. I assisted with the administration of the computer network, provided support to users in hardware and software, and troubleshooted and set up the Lotus Notes application. Additionally, I supported remote access users, Microsoft AD, support via CITRIX, network and switch configuration, SAP Base, Microsoft AD, and maintained computer equipment and network configuration. I also managed proxy and firewall settings.
With my experience in SharePoint Designer, I have developed new reports and delegated tasks to team members. I have also presented my findings and data to improve team strategies and operations, demonstrating my advanced communication and problem-solving skills. Additionally, I possess a strong understanding of specific industry knowledge, excellent attention to detail, and a keen interest in technology.
I hold a driver's license (Type B - Brazil).
