William Faria
Sarasota
Summary
Team-oriented mentality. Ambitious, career-focused job seeker, anxious to obtain an entry-level Technical Support position to help launch career while achieving company goals.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Tech Lead
Take Blip
Belo Horizonte - Minas Gerais
06.2022 - Current
- Analyzed user needs and software requirements to determine design feasibility.
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Achieved cost-savings by developing functional solutions to problems.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Established clear system performance standards and wrote specifications.
- Implemented automated testing tools to ensure the quality of software releases.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Resolved technical issues related to software design and implementation.
- Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Updated software upon release of vendor patches to mitigate vulnerabilities.
- Recommended improvements to facilitate team and project workflow.
- Performed code reviews to ensure quality assurance standards were met.
- Modified existing software systems to enhance performance and add new features.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Collaborated with others to discuss new opportunities.
- Planned and completed group projects, working smoothly with others.
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
Technical Support Analyst
Take Blip
Belo Horizonte - Minas Gerais
06.2020 - 06.2022
- Monitored support activity trends to create problem resolution and solution reports.
- Performed routine maintenance checks on servers and other components in order to ensure optimal performance levels were achieved.
- Identified opportunities for improving internal processes related to technical support operations.
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Used remote login tools to assist clients with technical and product questions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Monitored server utilization metrics such as disk space usage and processor load in order to anticipate potential capacity issues.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Coordinated with vendors regarding the purchase of replacement parts or upgrades when needed.
- Monitored service orders to completion and closed service tickets.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Repaired or replaced faulty equipment as necessary in order to restore service levels quickly.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Researched solutions to complex technical problems by accessing available information resources such as online databases or websites.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Devised incisive workarounds and resolutions for IT-related problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Collaborated with others to discuss new opportunities.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Modified existing software systems to enhance performance and add new features.
Technical Support Analyst
Teknisa Softwre
Belo Horizonte - Minas Gerais
01.2016 - 03.2020
- Maintained up-to-date case documentation for future reference.
- Used remote login tools to assist clients with technical and product questions.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Assisted with developing policies and procedures related to technical support operations.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Evaluated third party products for compatibility with existing technology stack before making recommendations about their adoption.
- Monitored support activity trends to create problem resolution and solution reports.
- Performed routine maintenance checks on servers and other components in order to ensure optimal performance levels were achieved.
- Supported the development team during the deployment process by providing guidance on best practices for system configuration.
- Identified opportunities for improving internal processes related to technical support operations.
- Researched solutions to complex technical problems by accessing available information resources such as online databases or websites.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
- Responded promptly to helpdesk requests from customers regarding their technical queries or concerns.
- Created detailed reports on system performance and user feedback for management review.
Education
MBA - Management Information Systems
Uninter
Belo Horizonte10-2023
Bachelor of Science - Computer Engineering
Pontifícia Universidade Católica - PUC
Belo Horizonte - Minas Gerais12-2019
Skills
- Databases: Oracle, MongoDB
- Data Storage and Retrieval
- Teamwork and Collaboration
- Software Development Standards
- Performance Evaluation and Optimization
- Software Documentation Control
- Project Management
- Continuous Integration Systems
- Technical Analysis
- SQL Expert
- Technical Writing
- Software Applications
- Scrum
- Operational Analysis
Certification
- Project Management with a Focus on Information Technology by IETEC (Institute of Technological Education).
- International Scrum Foundation Professional by CertiProf.
- IT Management Fundamentals by FGV (Getúlio Vargas Foundation).
- Productivity and High Performance Course by OAB ( Brazilian Bar Association).
- Forming Champions: F.C Leadership for by Escola Conquer.
- Leadership Habits Course: good practices by Alura.
- Ambidextrous Leadership Course: seeking innovation and results by Alura.
Languages
Portuguese
First Language
English
Upper Intermediate (B2)
B2
Timeline
Tech Lead
Take Blip
06.2022 - Current
Technical Support Analyst
Take Blip
06.2020 - 06.2022
Technical Support Analyst
Teknisa Softwre
01.2016 - 03.2020
MBA - Management Information Systems
Uninter
Bachelor of Science - Computer Engineering
Pontifícia Universidade Católica - PUC
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