I am a customer support specialist with experience handling technical customer service in demanding environments, resolving incidents and inquiries under SLA while keeping a strong focus on user satisfaction.
I communicate clearly in both written and verbal formats, and I make sure every case is documented accurately so teams can maintain traceability and knowledge sharing.
I am comfortable working independently, but I also collaborate well with technical teams such as development, networking, and infrastructure when issues require deeper analysis.
My background as an Analista Programador gives me a solid technical foundation, which helps me learn SaaS platforms quickly and understand the systems behind each support request.
I have experience with ticket management, ITIL/ITSM practices, ServiceNow, Microsoft 365, Intune, and PowerShell, and I adapt quickly to new tools and internal processes.
I am a detail-oriented, customer-focused professional who values continuous improvement, proactive follow-up, and delivering a positive support experience.
