Eduardo O.
Customer Success Representative

Skills

Jira

Eduardo is available for hire

All Howdy Candidates are vetted for skills and english proficiency.

Bio

Information Technology professional with twelve years of experience and a robust academic background in Systems Analysis and Development, further bolstered by postgraduate qualifications in Project Management, Technology Governance and Innovation, and Higher Education Teaching from the Catholic University of Brasília. Proficient in programming languages including Python, PHP, and JavaScript, with foundational knowledge in database management (SQL and NoSQL), network infrastructure, and cybersecurity and cyber law. Committed to contributing to team success through hard work and continuous learning, with a strong passion for technology and a desire to gain more practical experience.

IT Hiring Analyst
10/1/2022 - 6/1/2023

Analyzed the need for the acquisition of new systems, software, or IT services through comprehensive market analysis. Prospected suppliers for specified software in collaboration with system analysts. Prepared Terms of Reference for the purchasing and hiring process in line with Biddings, Contracts, and Normatives regulations. Created Purchase and Hiring Requisitions in the ERP system while sending and monitoring these processes in the supply area. Monitored the delivery process and ensured fulfillment of all negotiated conditions. Followed up on the implementation and utilization of software by clients. Developed expertise in ERP systems, procurement processes, and regulatory compliance, while enhancing skills in supplier negotiation and market analysis.
Telemarketing Operator
5/1/2013 - 5/1/2014

Successfully resolved customer technical issues via calls, emails, and messages, delivering friendly and professional support. Expertly diagnosed problems by listening attentively and asking targeted questions to understand challenges with devices or software. Provided step-by-step troubleshooting guidance for software errors, network settings, and hardware problems, documenting each interaction's critical details, including problem descriptions and solutions applied. Ensured seamless referrals by directing unresolved issues to specialized technical support or software development teams. Kept current with the latest technologies and company products to provide accurate information. Efficiently managed time by prioritizing calls and resolving issues within established deadlines, conducting follow-ups to confirm problem resolution. Handled challenging situations and dissatisfied customers courteously and professionally, collected feedback, reported recurring issues, and suggested improvements to supervisors. Offered customer training on device and software usage to prevent future problems. Developed proficiency in CRM systems, ticketing software, troubleshooting tools, and various communication platforms.
IT Asset and Services Analyst III
5/1/2011 - 10/1/2022

Developed expertise in the acquisition of computer equipment, machinery, and technology-focused services. Specialized in handling modules related to hiring by hours, credit, and contracts for products and SaaS. Provided support for assistants in computer labs, classrooms, and other academic environments, ensuring a smooth operational flow. Managed maintenance routines for faulty machines by coordinating service requests for machines under warranty and performing maintenance on out-of-warranty machines. Oversaw the installation of both hardware and software as requested by departmental supervision and developed standardized computer images. Collaborated with supervision in routine inspections of laboratories, compiled detailed reports on routines and activities, and maintained strict control and monitoring of software analysis and installation processes. Also, provided assistance in computer labs by managing public and student interactions, performing software testing, and adhering to university service protocols.
Archive / Warehouse Assistant for Construction and Hospital
5/1/2008 - 1/1/2010

Developed expertise in classifying documents according to specific criteria such as subject, date, and document type, ensuring precise and effective categorization for easy retrieval. Designed and implemented organization schemes for both physical and digital documents, arranging them in a logical and accessible manner. Utilized advanced preservation techniques to ensure the longevity of documents, including appropriate storage methods and environmental controls like temperature and humidity management, alongside performing necessary conservation treatments.

Gained proficiency in digitization processes, converting physical documents into electronic files while maintaining the integrity and security of information. Effectively managed electronic records using systems that ensured data protection and streamlined accessibility. Provided exceptional service to the public, researchers, and internal employees by facilitating access to documents and offering guidance on archival usage.

Technologies at Catholic University of Brasília - UCB
2017 - 2019
Technologies at Postgraduate – Project Management
2018 - 2019
Postgraduate - Teaching in Higher Education at Catholic University of Brasília
2019 - 2019
Governance of Technology and Innovation at Catholic University of Brasília
2022 - 2022

Microsoft Azure Fundamentals – KA 8Solutions (2023); at Microsoft Azure Fundamentais – KA 8Solutions (2023);
1/1/2023
Kanban – Udemy (2023); at Kanban – Udemy (2023);
1/1/2023
ITIL at udemy
1/1/2022
Windows Server 2019 (2020) – UCB at Windows Server 2019 (2020) – UCB;
1/1/2019