Customer Support Specialist
About Me
I am a Brazilian professional with a strong background in customer support, technical support, and network operations. My experience spans ERP support, IoT customer success, NOC/data center monitoring, and hands-on troubleshooting for enterprise and residential clients.
I have worked in roles where I needed to diagnose incidents quickly, document cases carefully, and keep service levels high. I am comfortable supporting users across Windows, Linux, printers, hardware, software, and network environments, and I have experience working with tools such as Salesforce and Intercom.
My career has also included network-focused responsibilities, including LAN, WAN, GPON, MPLS, OSPF, and GPON-related support. I have coordinated external technical teams, maintained operational records, and helped resolve connectivity and service issues for both internal teams and customers.
In addition to technical support, I have administrative experience, including reporting, document handling, data collection, and translation support. This combination of technical and administrative skills has helped me contribute effectively in fast-paced environments.
I am fluent in English and have used it in both professional and academic contexts, including translation and interpretation tasks. I also have formal education in IT and am currently pursuing Graphic Design studies.
I am looking for opportunities where I can continue helping customers, solving technical problems, and contributing to service quality and operational efficiency. I value teamwork, clear communication, and continuous learning.
Skills
Problem SolvingSalesforceCommunicationLinuxReportingTroubleshootingTechnical SupportCustomer SupportTeamworkTCP IPIntercomWindows OSHelp Desk
Education
IT Technician
Technical education focused on information technology.
Graphic Design
Currently studying Graphic Design.
Experience
Provide technical and functional support for ERP systems, resolve first-level incidents, perform technical diagnostics and module parameterization, maintain case records in Salesforce, and support SLA and CSAT goals.
Provided technical support for partners using IoT point-of-care devices, generated reports from Intercom, collaborated with DevOps on firmware/software impacts, and resolved network issues affecting device functionality.
Diagnosed LAN, GPON, and WAN issues, coordinated external technical teams, maintained ERP records, supported enterprise and residential customers, and collaborated with customer support teams to troubleshoot network problems.
Provided remote and in-person client support, handled account setup and training, logged queries, tested tracking technologies, supported stolen vehicle cases, configured and repaired GPS devices, and analyzed M2M network instabilities.
Handled service requests for Windows, printers, software, and hardware, supervised the server room, managed help desk tickets, set up video conference workspaces, and supported contractors during IT maintenance.
Collected workplace data, prepared daily and monthly reports, performed administrative tasks, and provided document translation and English interpretation during meetings and training.
Provided technical support for Windows and Linux, troubleshot LAN issues, prepared daily activity reports, installed software, deployed biometric workstations, and repaired hardware.
Archived documents, requested project materials through Oracle, prepared spreadsheets, documents and emails, and organized project and document folders.