Information technology professional with 10+ years' experience working for large and renowned organisations, such as the Navy and Accenture. Experienced in analyzing, diagnosing, and resolving computer user support issues with a keen eye for detail. Provides comprehensive technical support and excels in tackling complex challenges head-on. Offers prompt and effective solutions to ensure user satisfaction. Committed, disciplined, dependable, troubleshooter and a team player. Currently sharpening skills and deepening knowledge of the latest technologies by completing a master's degree in data analytics.
• Working with POS systems, CRM software, databases, or automated check-in systems.
• Training team members on POS and CRM software.
• Keeping facilities clean, neat, and organised gives areas professional and fresh appeal.
• Mentoring junior staff members, helping them develop their leadership potential and advance in their careers.
• Executing tasks such as restocking supplies, processing payments, and assisting customers with questions or concerns.
• Contributing to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
• Providing excellent customer service to guests by promptly responding to inquiries and requests.
• Collaborating with team members to improve overall service quality and guest experience.
• Increasing customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Resolving customer complaints quickly, showing professionalism and empathy.
• Solving guest inquiries and issues promptly, ensuring their satisfaction with our services.
• Developing and maintaining strong customer relationships to increase loyalty, trust and satisfaction.
• Preparing detailed reports on guest feedback, driving continuous improvement in service quality.
• Contributing to team meetings by suggesting improvements for guest service procedures.
• Assisting in training new attendants and sharing best practices and tips for efficient service.
• Acting as a bridge between employees and management.
• Deepened my cloud computing and DevOps knowledge in diverse contexts and acquired sophisticated technical, operational, and software management skills.
• Subjects include all aspects of Big Data and Analytics: techniques and best practices in collecting, storing, cleaning, manipulating, analysing, extracting, and visualising helpful information from large, structured, semi-structured, or unstructured data sets, in addition to learning applications of big data analytics, such as segmentation and prediction, churn prediction, recommender systems and targeted marketing, sentiment analysis, and operational analytics.
Main Projects:
· Implementation of email services on smartphones, initially for Admirals and subsequently for all officers of
the Brazilian Navy;
· Implementation and configuration of new policies, updating servers to improve performance and also
routine research into new features to deliver more efficient and consistent systems according to the Navy's
needs.
· Management and updating of all email servers within the Military Organizations of the Brazilian Navy.
· Implementation of new security policies through IP ranges, restricting email access to internal networks
only.
· Introduction of new administrative processes within managed teams, with the preparation of
documentation based on current rules and policies of the Brazilian Navy.
· Implementation of new security policies with real-time monitoring and action against cybersecurity attacks
through the application of McAfee ePolicy Orchestrator (McAfee ePO);
· Updating of backup clients on all legacy servers to improve backup performance and ensure longer data
retention.
· Participation in the Rio 2016 Olympic and Paralympic Games, acting as an Officer (First Lieutenant) of the
Navy Technology and Information Centre, providing technical and administrative support to the
Copacabana Sector Defence Centre to fulfill the mission of the Brazilian Navy Task Force. This included
serving as a Contingency Force for Public Security agencies to ensure law and order, protect strategic
structures in locations of interest for the games, combat terrorism, ensure cyber security and defence,
conduct nuclear, biological, chemical, and radiological defence actions, and support Civil Defence in the
event of incidents and natural disasters.