Experience

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  Estado-maior-general das forças armadas

  Jan 2002 - Jan 2004

  Military court clerk

  ● Provide support inside the Court Room and assist the Judges during the trials. ● Obtain and catalogue information about the detainees and escort them to the Court Room.

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  Vobis

  Jan 2005 - Jan 2007

  It support specialist

  ● Deliver IT Customer Support while providing Hardware (Asus, Acer, Lenovo, Alienware, HP) and Software (Windows and Linux) support inside the store.● Maintenance and Repair of Desktop Computers, Notebooks and Printers.

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  Altice portugal

  Jan 2009 - Jan 2012

  ● Deliver premium IT Customer Support and Hardware/Software Maintenance. ● Hardware/Software maintenance and support of the Company's internet-related products and offers, mainly Mobile Broadband Solutions, Notebooks, Routers, Smartphones and IPTV Smart Boxes. ● Deliver Customer Support in a Call Center environment.● Provide customer Conflict Resolution, IPTV troubleshooting, Internet services activations/deactivations and Billing services support.

  • IT Support Specialist

    Jan 2010 - Jan 2012

  • Customer Support Specialist

    Jan 2009 - Jan 2010
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  Lotsu

  Jan 2013 - Jan 2015

  Apple product professional

  ● Provide Customer and Hardware/Software Support inside the Apple Store. ● Analysis, troubleshooting and maintenance of Apple Hardware (iMac, MacBook, MacBook Pro, IPad, iPhone, iPod) and Apple Software (OSX and IOS).

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  Telus international bulgaria

  Jan 2018 - Jan 2018

  Customer support specialist

  ● Provide the best possible Customer Support experience while maintaining a professional and friendly attitude.● Support and troubleshoot the customer's needs using Helpshift platform and email applications.● Analyze and identify customer behavior and needs.

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  Cognizant

  Jan 2018 - Jan 2019

  Process executive

  ● Review the quality of Google Ads content, handle cases through a ticketing system and upload agent's cases through an internal Google platform.● Develop with the Endomarketing team key strategies to achieve effective internal communication and strategies between several ongoing projects.● Create high-quality content for Google Ads advertisers.

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  Estarta solutions

  Jun 2019 - Jan 2023

  After-hours incident manager at cisco

  ● Serve as the primary non-technical point of contact for customers, facilitating problem resolution for technical issues on a reactive basis.● Maintain strong relationships with customers throughout the resolution process using various communication methods such as email, telephone, chat, and video conferencing.● Ensure that all service level agreements are met and that services are provided in accordance with relevant processes.● Manage operational issues, focusing on medium and high severity cases within the ITIL Incident Management framework.● Provide timely updates and status reports to customers on urgent or escalated issues.● Work closely with Cisco support, as well as with customer representatives, to identify and address gaps for improved performance. Exibir menos

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  Kantar

  Jan 2023 - now

  Major incident manager

  ● Lead a diverse and globally distributed team, fostering a collaborative environment to address and resolve Major IT Incidents.● Act as the primary point of contact for business stakeholders and infrastructure teams, ensuring transparent communication and effective decision-making during Major Incidents.● Draft, develop, and apply robust processes to enhance the Major Incident Management Process, ensuring alignment with organizational objectives and ITIL best practices.● Conduct detailed post-incident analysis, providing comprehensive reports to key stakeholders and recommending improvements to prevent future occurrences.● Continuously seek ways to improve the incident management process, leveraging feedback and insights from incidents to enhance team performance and service reliability.● Develop and deliver training programs for the incident management team, enhancing their skills and ensuring preparedness for incident response. Exibir menos