Claudia Rocha Cary

Experience

• 

  Prefeitura Municipal do Cabo de Santo Agostinho

  Feb 2011 - Jun 2012

  Help Desk Technician
• 

  Construtora Camargo Corrêa

  Jun 2012 - Jun 2013

  Administrative Assistant - Supply Chain
• 

  CorpTech

  Jan 2014 - Jun 2014

  Information Technology Support Analyst

  → Led SAP system implementation at third-party location, coordinating with local IT team to meet operational requirements, training end-users, and facilitating smooth adoption that enhanced operational efficiency and improved user confidence→ Conducted SAP data entry and generated monthly reports to monitor system performance, delivering insights that supported proactive system maintenance and improved client satisfaction

• 

  Au Pair in America

  Jul 2014 - Nov 2015

  Childcare Provider
• 

  Dreve America

  May 2016 - Nov 2016

  Bilingual Administrative Assistant

  Managed data entry and documentation to support production processes, ensuring data accuracy, integrity, and transparency

• 

  Pearson VUE

  Nov 2016 - Nov 2019

  Technical Support Product Specialist

  → Orchestrated technical setup and seamless execution of high-stakes testing event for over 100 participants, overseeing network security, workstation configuration, and proctoring systems, resulting in flawless event delivery and positive client feedback→ Responded to and resolved urgent issues related to confidential and time-sensitive test, coordinating with client to prevent rescheduling and ensuring that candidates could complete exams as planned, reinforcing client trust and test integrity→ Authored troubleshooting guides and support documentation to enhance team efficiency, enabling swift resolution of frequent technical issues and supporting knowledge sharing across teams Show less

• 

  Salesforce

  Mar 2020 - Feb 2025

  → Mentored numerous new hires by developing onboarding resources and maintaining high productivity, enabling trainees to achieve certification and handle cases within 60 days without impacting personal performance metrics. (5/5 CSAT scores; 0% SLA miss; 0% Reopen Rate; 110% overall productivity)→ Prioritized and addressed complex customer cases using Salesforce’s internal tools and escalation protocols, ensuring timely solutions in fast-paced environment and improving overall team efficiency and case resolution rates Show less

  • Senior Technical Support Engineer

    Aug 2022 - Feb 2025

  • Support Engineer (Tier 2)

    Mar 2020 - Aug 2022
• 

  Lumos

  May 2025 - now

  Technical Support Engineer