Artur Toledo Moreira Dos Santos
Compliance And Cybersecurity
Itajai
Summary
Adept Support Analyst with a proven track record at CONTRANS OPERADOR LOGISTICO, enhancing customer satisfaction and operational efficiency through innovative problem-solving and automation. Skilled in ITIL processes and teamwork, I've significantly improved ticket resolution times and fostered a culture of continuous improvement.
Overview
3
3
years of professional experience
1
1
Certification
2
2
Languages
Work History
Support Analyst
CONTRANS OPERADOR LOGISTICO
Itajai - SC
01.2024 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Monitored system performance to identify potential issues.
Support Analyst
GH OPERADOR LOGISTICO
Itajai - SC
06.2021 - 01.2024
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and managed access control.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
Education
Bachelor of Science - TECNOLOGIA DA INFORMACAO
UNIVALE
ONLINE 12.2024 - Current
Skills
Software knowledge
Certification
Cybersecurity Compliance Framework, Standards & Regulations
Languages
English
Advanced (C1)
Spanish
Advanced (C1)
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