Daniel Bertram
Technical Support Engineer
Niteroi,RJ
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Considered hardworking, punctual and driven, brings experience meeting customer needs in telecommuting environments. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Customer Support Specialist
SAIGLOBAL
Atlanta, GA
02.2017 - Current
- Provided primary customer support to internal and external customers around the world.
- Evaluated around 35 tickets per day submitted by customer and caller trends to determine areas in need of improvement and implement proactive corrections.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Multitasked to handle diverse customer needs in high-volume prioritizing tasks to keep up with challenging deadlines.
Support Supervisor
Modulo LLC
Rio de Janeiro, RJ
06.2006 - 01.2017
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
- Monitored employee and customer interactions to assess quality of service.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using organization's own software.
- Coordinated individual duties after careful evaluation of each support analyst's skill level and knowledge.
- Mentored office employees on proper administrative procedures and how to use programs such as windows networks, keeping operations consistent and efficient for maximum performance.
Service Desk Engineer
SHVGas Brazil
Rio de Janeiro, RJ
02.2002 - 06.2006
- Performed day-to-day LAN and WAN administration, maintenance and support.
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Planned, coordinated and implemented network security measures and wireless network strategy so as operation.
- Increased knowledge base for help desk staff by authoring documentation for system configuration and troubleshooting.
- Backed up company data to distributed storage centers to avoid massive data loss in event of network breach or failure.
- Identified and immediately resolved issues with network devices.
- Managed Windows domain move and raised domain level.
- Provided on-call support for network engineering duties.
- Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
Education
MBA - Project Management
FunCeft
Rio De Janeiro, Brazil 02.2007 - 02.2009
Bachelor of Science - Information Technology
Pestalozzi
Rio De Janeiro Brazil 01.2001 - 12.2003
Skills
Customer response
Staff education and training
Application support
Software diagnosis
Conflict Resolution
Active Listening
CRM
SalesForce
Certifications\Courses
- Information Technology Infrastructure Library (ITIL),
- Project Management Professional (PMP)
- CompTIA Network, CompTIA Security
- MCSA
- Scrum Master
- SQL Administration
- Freshdesk\Zendesk
- Sales Force
Timeline
Customer Support Specialist
SAIGLOBAL
02.2017 - Current
MBA - Project Management
FunCeft
02.2007 - 02.2009
Support Supervisor
Modulo LLC
06.2006 - 01.2017
Service Desk Engineer
SHVGas Brazil
02.2002 - 06.2006
Bachelor of Science - Information Technology
Pestalozzi
01.2001 - 12.2003