Technical Support & Operations Professional

Created training manuals and standardized production process documentation, improving consistency for manufacturing teams and supporting repeatable quality workflows. Reviewed digital files, physical samples, image assets, and production details to identify quality issues before release or customer-facing use. Coordinated with overseas distributors and manufacturers for international store launch support, balancing timelines, stakeholder needs, and quality expectations.

Developed, tested, and maintained automated internal rules that filtered unsafe or restricted products from search results and marketplace listings. Monitored rule outputs for accuracy, stability, and compliance; investigated false positives and false negatives to protect customer experience and marketplace integrity. Analyzed search-quality outcomes independently, refined rule logic, and documented findings to support better operational decision-making.

Transcribed, annotated, and validated high volumes of multilingual audio data, capturing accents, fast speech, regional expressions, context, and intent. Maintained linguistic and contextual consistency to support AI model quality, applying careful review standards across repetitive production workflows. Balanced speed, accuracy, and quality expectations while working with cloud-based AI data solutions and internal review guidelines.

Managed time-sensitive shipment operations for VIP and critical clients during after-hours shifts, initiating processes within strict 5-10 minute SLAs. Owned end-to-end operations for 65+ clients during nights and weekends, prioritizing urgent cases and maintaining continuity outside standard business hours. Received handoffs, monitored status, escalated urgent needs, and communicated progress under pressure until the next shift transition.

Supported independent authors in English and Portuguese with account setup, metadata management, and digital/print formatting for book launches. Resolved publishing, formatting, payment, and metadata issues using internal tools while communicating clearly with customers and internal teams. Investigated royalty and payment discrepancies, balancing customer empathy with accurate policy and system guidance.

Provided multilingual enterprise IT support across LATAM, Portugal, and Brazil, focusing on access management, authentication, and internal systems. Provisioned accounts, resolved login and access issues, and documented incidents according to ITIL-based service desk processes.

Managed user onboarding and access provisioning through Active Directory and internal identity systems, ensuring secure and timely access for new employees. Supported Brazilian employees with access, authentication, and enterprise platform issues in Portuguese and English. Tracked, documented, and resolved incidents in ticketing systems, contributing to efficient IT operations and compliance with internal procedures.

Performed internal network diagnostics and CCNA-level testing to identify router and connectivity issues. Analyzed failures and coordinated with third-party service providers in Brazil to resolve infrastructure incidents. Supported network stability through accurate issue documentation and trilingual technical communication.