Support Analyst with extensive expertise in delivering user support, adept at resolving both software and network-related issues. Focused on actively contributing to the enhancement of IT infrastructure to ensure high levels of user satisfaction and process efficiency. Committed to effective collaboration with internal teams to identify IT requirements for various projects and maintaining productive interactions with suppliers and technological partners.

 at Cruzeiro do Sul University
2024 - 2028


10/1/2023 - 1/1/2024

Specialized in providing efficient technical support both in person and through remote assistance to users, ensuring swift resolution of technical issues. Played an active role in the architecture of software solutions, contributing to the comprehensive analysis and evaluation of solution proposals to ensure their effectiveness and alignment with organizational objectives. Accurately mapped IT needs related to specific projects, enabling the implementation of customized solutions that met the unique demands of both team members and customers.


2/1/2021 - 9/1/2023

Consistently collaborated with internal teams to integrate systems and align strategic objectives, significantly enhancing organizational processes. Implemented and optimized remote user support processes, which improved efficiency and reduced problem resolution time, leading to increased user satisfaction. Prepared comprehensive technical reports and detailed documentation, ensuring accurate recording of procedures, configurations, and implemented solutions.


7/1/2020 - 2/1/2021

Gained expertise in handling airfare refunds utilizing primary Tourism systems and various Airline platforms, ensuring accurate and efficient processing of refund requests. Developed proficiency in supporting and serving travel agencies, addressing and resolving their refund-related queries. Demonstrated a thorough understanding of international air refund policies and procedures, ensuring compliance and meticulous review of refund claims in a global context.


9/1/2019 - 3/1/2020

Gained expertise in customer service with a focus on the issuance of international air tickets. Developed strong negotiation skills, routinely achieving fare reductions and favorable commercial adjustments. Ensured compliance with airline policies and regulations, while maintaining a high level of customer satisfaction in a fast-paced and dynamic environment.

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