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IT Technician, Quality and Trainer with more than 20 years of experience in various sectors, including roles in renowned organizations such as Experis, Loewe, Worten, Manpower, Endesa, Proef, MEO, and CRH.

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Skills

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Work Experience

HelpDesk Quality and Training

• Lead the multifunctional team in implementing programs and ensuring service quality.
• Formulate and implement corrective and preventive actions.
• Develop and implement training procedures and materials.
• Prepare technical documentation for different ecosystems and platforms
• Treatment and analysis of Key Performance Indicators (KPIs).

Help Desk Technician

• Provide first-line IT support through remote platforms for tools and applications.
• Proactive monitoring of application errors, ensuring continuous preventive and corrective maintenance.

BackOffice Assistant

• Respond to customer queries by phone and email.
• Manage and analyze customer debts, focusing on customer satisfaction.

Telecommunications Technician

• Play a key role in the installation, expansion and maintenance of state-of-the-art fiber optic networks.
• Conduct fault diagnosis and acceptance procedures for newly established fiber optic routes.

Communication and Marketing Assistant

• After-sales support
• Create engaging content for various social media platforms.
• Graphic design development and marketing materials.
• Customs clearance of various equipment sold by the company.

Technical Customer Support Representative

• Proactively identify and resolve anomalies reported by customers on fiber and copper networks.
• Identify customer needs and present available solutions.

Owner IT GeekAssiste

• Provide high-level technical support to the public, combining in-person and remote assistance.
• Diagnose and fix hardware problems and software errors.

IT Technician

• Ensure the maintenance of critical IT services, including email, fileshare, VPN, telephony and virtualization.
• Provide end user support from a variety of tools and systems.

Help Desk

• User support in various applications and systems, focusing on Windows/Linux, Erlang C and Call Management System environments.
• Treatment and analysis of Key Performance Indicators (KPIs).

Client Support Agent

• Interaction with customers in Portuguese and English, demonstrating excellent communication skills.
• Manage inqueries and complaints in the front office, demonstrating commitment to customer satisfaction.