Martin I.Customer Success Representative
Skills
Possessing 14 years of experience in the Information Technology sector, specializing in Service Desk, Helpdesk, and Infrastructure. Over four and a half years in leadership roles as a Service Desk Coordinator and IT Specialist, with a primary focus on user and customer service, call analysis, incident management, and IT project development and coordination. Experienced in people management, conflict resolution, and the implementation of new technologies.
Academic background includes a degree in Information Systems from Unifil, obtained in 2014, and specialization in Networks and Data Communication from UEL. Currently pursuing an MBA in Project Management at USP ESALQ.
Expertise encompasses user service and various operating systems including Windows 7, 10, 11, and Windows Server. Proficient in Active Directory, Print Server, Office Suite, Office 365, and Power BI. Demonstrates an intermediate level of proficiency in English (B2).
IT Specialist
3/1/2022 - 8/1/2023
Developed and managed projects in Infrastructure and Operations (Service Desk), encompassing drafting project scopes, gathering requirements, planning and negotiating with stakeholders and suppliers. Implemented and monitored activities while ensuring execution aligned with the schedule. Presented results and provided advanced support for the N1 team. Managed IT structures during mobilizations, including corporate and incorporation works.SERVICE DESK COORDINATOR
9/1/2018 - 2/1/2022
Led a team of five employees in the Endpoints and Infrastructure first service area for three years and five months, focusing on enhancing customer experience, process management, and people management, including time management, conflict resolution, and empathetic leadership. Expertly analyzed tickets and incidents based on the proposed SLA, managed asset control, and oversaw IT projects.
Organized the service process utilizing an advanced call system, aligning it with the previously created PETI by the Manager and adhering to ITIL best practices. Successfully improved the reorganization of work teams, resulting in a reduction of service times by 50%, and expanded the implementation of the platform to the Legal Department due to its success.
Designed and executed one of the IT Department's most significant projects, the Refresh Endpoints Project, during the COVID-19 pandemic in 2020. This project involved replacing approximately 500 computers across 40 different locations over 10 months, achieving a 100% improvement in machine performance, a 70% reduction in incidents related to formatting and machine upgrades, and an indirect increase in overall departmental productivity. Facilitated the transition to remote working company-wide, which was crucial during the pandemic.Support Analyst
12/1/2009 - 8/1/2018
Developed a broad range of expertise over 13 years and 4 months in IT Infrastructure Support, Service Desk, and Help Desk. Demonstrated proficiency in administering Windows Server, including tasks such as managing Print Servers, configuring printers and print queues, and handling Active Directory for user and group access management. Managed File Servers by organizing folders, creating and breaking inheritances, and conducted comprehensive email management, including email configurations and distribution list management. Prepared detailed reports, analyzed calls to meet SLA standards, and managed the installation and configuration of various hardware, software, systems, and ERPs. Delivered user support through both face-to-face interactions and remote access, focusing on Windows 7, 8, and 10 operating systems. Expertise extended to network installation and configuration, overseeing backup processes, enhancing cybersecurity measures, and handling mobile and fixed telephony apportionment. Additionally responsible for audiovisual setups for client meetings and assemblies and for implementing and maintaining asset control systems.Quality Control, Corridor
7/1/2008 - 3/1/2009
Analyzed production output to ensure compliance with quality standards, removing non-compliant parts. After six months, promoted to aisle leader, managing machine production and covering staff absences, demonstrating adaptability to diverse factory environments. Previous experience in the same role from 06/2005 to 07/2006, followed by a transition to computer technician training at SENAI.
BACHELOR’S DEGREE IN INFORMATION SYSTEMS at UNIFIL – Philadelphia University Center
2010 - 2014POSTGRADUATE COURSE IN COMPUTER NETWORKS AND DATA COMMUNICATION at LONDRINA STATE UNIVERSITY
2015 - 2017MBA in Project Management at USP ESALQ
2023 - 2024Computer Technician at SENAI – PROFESSIONAL TRAINING CENTER
2007 - 2008
Martin is available for hire
Hire Martin I.
All Howdy Candidates are vetted for skills and english proficiency.
