Helena Mello

Experience

• 

  IBM

  Jan 2008 - Jan 2013

  Technical Operations Analyst

  Mainframe & Distributed Batch Operations Tasks included identifying and researching solutions for problems to improve customer service. Report on product and service related issues. Guide customers on product features, product selection, configuration and implementation. Communicate ongoing problems and fixes internally and with customers. Troubleshoot, diagnose and repair product and servers. Application of best practices of IT services adding value with a focus on end-user satisfaction. Contribute to increase the resolution rate requests and incidents on first contact with the customer. Show less

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  Thomson Reuters

  May 2014 - Apr 2019

  Technical Support Specialist

  Provide technical support expertise on Thomson Reuters Eikon desktop products. Diagnose, isolate, and debug infrastructure problems and perform problem resolution and root cause analysis. Log and classify all customer calls and requests for assistance in the call tracking database. Drive issue resolution and place appropriate proactively call customers to provide update. Follow the appropriate company policies and procedures to manage customer issues including escalating promptly in order to minimize time to restore service. Interface with product support groups and development groups. Perform customer site break fix activities remotely. Provide expert technical support for problem resolution, including reproduction of customer issues. Maintain awareness of relevant technical and product trends through self-learning/study, training classes, and job shadowing. Provide feedback to development and qualification teams.Team leader functions included evaluate internal metrics to identify areas of improvement: analyze ticket documentation, calls and troubleshooting resolution in order to guarantee the best quality of service delivered.Provide guidance to correct and adjust to procedures and best practices individually with agents. Show less

• 

  IBM

  May 2020 - Sept 2022

  Technical Support Specialist
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  Celebrity Cruises, Inc.

  Sept 2022 - now

  Fidelio, POS, Infogenisis, Cisco, vSphere

  • IT Officer

    Jul 2023 - now

  • IT Infrastructure Specialist

    Sept 2022 - Sept 2023