About
IT Support Specialist with experience in international service desk operations across EMEA, including direct support for enterprise users from Germany. Skilled in incident management, technical troubleshooting, and SLA compliance, providing multilingual support and clear communication to ensure efficient operations and a consistent user experience.
Work
CAPITOLINA ALFAIATARIA ECLESIÁSTICA
|Independent Sales Representative | Customer Relations
Brazil, Brazil
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Summary
Managed the end-to-end customer lifecycle and coordinated production workflows for a specialized niche market, ensuring strong client relationships and issue resolution.
Highlights
Managed the complete customer lifecycle from initial contact to post-sale support, ensuring continuity and satisfaction.
Delivered consultative sales strategies within a specialized niche market, meeting specific client needs and driving engagement.
Coordinated complex production workflows and client requests, optimizing efficiency and delivery timelines.
Cultivated and maintained strong client relationships, acting as the primary point of contact for all issue resolution.
TECH MAHINDRA
|Service Desk Analyst (L1) – German Speaker | BASF
Brazil, Brazil
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Summary
Provided German-speaking L1 IT support to enterprise users in the BASF environment, ensuring efficient incident management and SLA compliance.
Highlights
Delivered expert IT support to German-speaking enterprise users within the BASF environment, resolving technical issues efficiently.
Managed incident tickets from initiation to resolution, ensuring comprehensive end-to-end service delivery.
Ensured strict adherence to SLA compliance, maintaining high service standards and minimizing downtime.
Escalated complex technical issues to higher-tier support teams, facilitating timely resolution and user satisfaction.
Maintained accurate and comprehensive documentation in English, enhancing knowledge base and team efficiency.
KONECTA
|Service Desk Analyst (L1) – EMEA Support
São Paulo, Brazil, Brazil
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Summary
Delivered first-level technical support to EMEA users and efficiently managed ticket queues to resolve incidents promptly.
Highlights
Provided first-level technical support to a diverse user base across the EMEA region, addressing a wide range of IT issues.
Resolved first-level incidents effectively, minimizing disruption and ensuring rapid return to service for users.
Managed and prioritized ticket queues efficiently, ensuring timely response and resolution within service parameters.
Communicated clearly with international users, facilitating effective problem-solving and enhancing user experience.
Education
International Seminary of St. Peter
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Studies
Philosophy Studies
CENTEC
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Technical Degree
IT
Languages
German
Portuguese
English
Spanish
French
Skills
IT Service Desk (L1)
IT Service Desk (L1).
Incident Management (ITIL)
Incident Management (ITIL).
Technical Troubleshooting
Technical Troubleshooting.
SLA Compliance
SLA Compliance.
Multilingual Support
Multilingual Support.
Ticket Management
Ticket Management.
Global Enterprise Support (EMEA)
Global Enterprise Support (EMEA).