Guilherme Jose Francisco
São Paulo,Colombia
Summary
IT Support Specialist with 4 years of operational support and over 3 years in service desk roles. Skilled in troubleshooting hardware, software, and network issues, providing effective remote assistance. Experienced with Windows operating systems (+8 years) and adept at maintaining SLAs through efficient ticket management and knowledge base updates. Trilingual in Portuguese, English, and Spanish, enabling clear communication in global service desk operations.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
SERVICE DESK SPECIALIST
Remoti
Bogotá D.C
2025.05 - 2026.04
- Delivered multilingual Level 1 technical support to global employees and partners via video, phone, remote access, ticketing systems.
- Diagnosed and resolved hardware, software, network, internal system incidents, consistently meeting SLA targets.
- Created, updated, maintained IT Knowledge Base articles, documenting new processes, sharing best practices to improve team efficiency, reduce repeat incidents.
- Managed IT inbox with senior-level responsibility, triaging requests, assigning tickets to correct departments and analysts, ensuring SLA compliance.
- Streamlined communication channels to improve customer interaction, enhance service efficiency.
- Applied strong interpersonal skills to de-escalate tense situations, achieving high user satisfaction scores.
- Configured, supported, troubleshot Microsoft 365 applications, boosting productivity, minimizing downtime.
CUSTOMER SUPPORT - AMAZON SELLER
Be Better Developers SAS
, Colômbia
2024.11 - 2025.04
- Provided multilingual support via email, phone, and chat, handling an average of 40+ customer interactions per day.
- Assisted with product information and documentation requests with 98% accuracy, ensuring compliance with company standards.
- Resolved customer queries, contributing to 15% improvement in overall service rating.
- Monitored inventory levels, preventing stock shortages across 10+ product lines.
- Increased sales by building strong customer relationships and proactive follow‑ups.
- Managed customer returns, refunds, and exchanges with empathy and patience, achieving 95% positive resolution rate and maintaining high satisfaction levels.
SERVICE DESK ANALYST (TRILINGUAL)
B.Braun Group
Bogotá D.C, Colômbia
2024.02 - 2024.10
- Provided level 1 IT support by assisting in the resolution of incidents related to hardware, software, networks, and internal systems.
- Managed IT asset inventory by coordinating repairs and purchases while prioritising urgent tickets in a high-volume queue.
- Supported cloud migrations and system upgrade projects while documenting recurring issues and maintaining knowledge base content.
- Coordinated with different teams to resolve complex IT issues effectively.
- Collaborated closely with cross-functional teams in order to streamline processes and workflows.
- Developed and updated knowledge base articles for issue resolution.
TRILINGUAL CONTENT MODERATION
Teleperformance
Bogotá D.C, Colômbia
2022.10 - 2023.12
- Reviewed and flagged user content on major platforms to ensure adherence to policy guidelines.
- Assisted in handling user reports and escalations to contribute to a safer digital environment.
- Achieved daily moderation targets and quality benchmarks in accordance with team KPIs.
- Conducted competitor analysis regularly to stay ahead of industry trends.
- Escalated complex issues of harrassment or fraudulent activity to supervisors for further investigation.
ADMINISTRATIVE SUPPORT AGENT
Wipro BR
São Paulo, Brazil
2022.06 - 2022.10
- Provided technical and administrative support for internal users in Portuguese and English.
- Assisted with user account setups, access requests, and ticket resolution via internal systems.
- Supported data entry, documentation, and coordination of timekeeping and HR-related tasks.
- Monitored system performance daily to prevent potential breakdowns.
- Provided regular reports on network status, resulting in informed decision-making.
BILINGUAL TRAINING LEADER
Teleperformance BR
São Paulo, Brazil
2021.03 - 2022.01
- Trained new hires (10–60 people per group) in service workflows, tools, and customer interaction standards.
- Led onboarding, monitored quality, delivered feedback, and maintained training documentation.
- Managed team KPIs, collaborated with operations, and helped agents meet performance targets.
- Evaluated effectiveness of training programs, making necessary adjustments when needed.
- Provided one-to-one coaching sessions to identify relevant training opportunities.
- Orchestrated detailed presentations to provide overviews of company structure, policies, and practices to newcomers.
TECHNICAL SUPPORT SPECIALIST (T1)
Teleperformance BR
São Paulo
2019.12 - 2021.03
- Delivered customer support for mobile devices, apps, and digital service platforms.
- Handled repair requests, warranty claims, fraud investigations, and service appointments.
- Maintained product knowledge on software updates, troubleshooting steps, and company policies.
- Created internal resources to improve support flow; praised by managers for initiative.
TECHNICAL SUPPORT AGENT (T1)
Teleperformance BR
, Brazil
2019.09 - 2019.12
- Provided entry-level technical assistance for mobile apps, software, and basic device issues.
- Assisted users with account setups, app configurations, and password resets.
- Escalated unresolved cases to senior agents and documented support interactions.
Education
Foundation Degree in Science - Information Technology
Descomplica Digital
Brazil 2024.01 - 2026.06
Skills
- IT Operational Support (5 years)
- Service Desk Management (3 years)
- Technical Troubleshooting (hardware, software, networks)
- Windows Operating Systems (8 years)
- Remote Support
- Incident & Ticket Management
- Knowledge Base Development & Documentation
- Cloud Technologies (Azure, AWS)
- Data Analysis (1 year)
Certification
- Technology Foundations – Bradesco
- Intro to Computer Networks – Bradesco
- IT Technician Basics – Bradesco
- Computer Maintenance – Prime Cursos
- Microcomputer Maintenance – Prime Cursos
- JavaScript Course – Curso em Vídeo
- Front-End Development – Descomplica
- Python for Data Analysis – Asimov Academy
- Basic SQL – Netjun
- Intermediate SQL – Netjun
- Advanced SQL – Netjun
- AWS Cloud Practitioner – Ka Solution
- SharePoint Essentials – Bradesco
- Requirements Analysis – Udemy
- LGPD Essentials – Bradesco
- Basic Excel – Bradesco
- Intermediate Excel – Bradesco
LANGUAGES
Portuguese
Native
English
Fluent
Spanish
Fluent
Timeline
SERVICE DESK SPECIALIST
Remoti
2025.05 - 2026.04
CUSTOMER SUPPORT - AMAZON SELLER
Be Better Developers SAS
2024.11 - 2025.04
SERVICE DESK ANALYST (TRILINGUAL)
B.Braun Group
2024.02 - 2024.10
Foundation Degree in Science - Information Technology
Descomplica Digital
2024.01 - 2026.06
TRILINGUAL CONTENT MODERATION
Teleperformance
2022.10 - 2023.12
ADMINISTRATIVE SUPPORT AGENT
Wipro BR
2022.06 - 2022.10
BILINGUAL TRAINING LEADER
Teleperformance BR
2021.03 - 2022.01
TECHNICAL SUPPORT SPECIALIST (T1)
Teleperformance BR
2019.12 - 2021.03
TECHNICAL SUPPORT AGENT (T1)
Teleperformance BR
2019.09 - 2019.12