I am an IT professional with more than eight years of experience in infrastructure, technical support, service management, and customer service operations. I focus on improving service quality through workflow monitoring, process standardization, and technology-driven automation.
I have experience managing service desk operations, ticket queues, service KPIs, SLAs, and customer satisfaction. I have supervised support teams, coordinated outsourced providers, and prioritized multiple projects while maintaining operational quality.
My technical background includes network infrastructure, monitoring, and troubleshooting. I work with technologies such as Zabbix, GLPI, pfSense, VPN, VoIP, VLANs, DHCP, DNS, switching, and firewall environments.
I build dashboards and reports using Power BI, Grafana, and SQL to support data-driven decisions, identify bottlenecks, and investigate root causes. I am accustomed to creating corrective action plans and documenting procedures for knowledge transfer.
I have also integrated customer service channels such as WhatsApp Business API and social media, configured Zendesk chatbots, and developed custom service rules. I am currently studying Systems Analysis and Development and expanding my knowledge in artificial intelligence, data science, and n8n automation projects.
I analyze failures and perform root cause diagnosis, producing detailed diagrams and corrective action plans. I use ServiceNow for ticket and incident management.
I support video surveillance network integration, including IP, VLAN, and port segmentation. I also map VLANs, maintain network inventory documentation, create implementation standards, transfer knowledge to the team, and prioritize multiple simultaneous projects.
I managed customer service operations and supervised the service desk queue, tracking tickets, deadlines, and support quality. I supported users and printing operations using NDD Print and investigated recurring failures.
I supervised a team of four people handling approximately 160 tickets per day. I implemented a knowledge base that improved issue resolution speed and helped reduce repeat incidents.
I supervised the IT department and planned and implemented network infrastructure and systems, including pfSense Firewall, VPN, Zabbix, GLPI, and VoIP telephony. I also provided technical support and IT training for internal and external customers.
I managed customer service tickets, KPIs, SLAs, and satisfaction indicators. I integrated WhatsApp Business API and social media with customer service, configured Zendesk chatbots, developed Power BI and Grafana dashboards from ERP SQL data, monitored environments proactively, and managed vendors, budgets, and equipment procurement.
I provided IT support to students and public servants, answering questions and resolving issues involving institutional equipment and systems.
I assisted users with day-to-day technical needs and contributed to the continuity of technology services.
I provided general IT technical support for users and technology operations.
I assisted with troubleshooting and resolution of routine hardware, software, and system-related issues.
Associate Degree (Tecnólogo), Systems Analysis and Development
Currently pursuing an Associate Degree in Systems Analysis and Development.
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