Ana Sofia Teles

Experience

• 

  Nokia

  Apr 2017 - Feb 2020

  Case Handling Engineer - Customer Support

  -- Troubleshooting and customer support of core mobile components from 2G/3G/4G to IP Multimedia Subsystems technologies --## Customer focus: ticket handling, direct contact with customer, remote support;## Remote access to network elements;## Synchronized work with different teams;## Elaboration of technical reports evaluating network state.

• 

  Microsoft

  Feb 2020 - now

  -- Dynamics 365 Finance and Operations technical support | Commerce --## Acting as a Subject Matter Expert and acting as a point of contact to assist other engineers;## Contributing to process improvements for the support business;## Collaborating with product and development teams to drive the resolution of customer-impacting incidents;## Creating and delivering training content to enhance team readiness. -- Dynamics 365 Finance and Operations technical support | Commerce --## Troubleshooting and resolving complex functional and technical issues affecting Production and Sandbox environments for customers worldwide;## Managing customer expectations throughout the support lifecycle, ensuring adherence to global standards;## Collaborating continuously with various teams to enhance support efficiency;## Utilizing advanced troubleshooting tools to diagnose and fix issues.

  • Dynamics 365 Technical Advisor

    Jul 2024 - now

  • Dynamics 365 Senior Technical Support Engineer

    Mar 2024 - Jun 2024

  • Dynamics 365 Technical Support Engineer

    Feb 2020 - Feb 2024