Provided specialized technical support to ensure the stability and efficiency of critical systems, bringing strong troubleshooting skills, advanced debugging procedures, and expert analysis of database locks to resolve complex issues swiftly and precisely.With in-depth knowledge of proprietary Körber technologies, I performed detailed log and statement analysis to identify root causes and implement effective solutions. My familiarity with intra-logistics processes—including receiving, storage, shipping, and systems integration—enables me to deliver comprehensive, integrated support across diverse operational areas.My technical expertise includes robust programming logic, database management, and a thorough understanding of ITIL principles critical for IT service management. I excel in documenting incidents accurately and maintaining compliance with SLAs, ensuring all cases are handled with promptness and accuracy.Delivered high-level technical support through effective queue management, incident documentation, and a focus on system reliability. Specializing in Körber technologies, I resolved priority cases efficiently by conducting precise log analyses and database troubleshooting, achieving proactive issue management and timely responses that align with SLAs and customer satisfaction goals.Committed to delivering exceptional support via phone and ticketing systems, I use active listening and empathy to foster positive interactions with customers and internal teams. My record of high customer satisfaction is built on resolving issues within policy guidelines and escalating cases swiftly to meet client needs.As a Sustainment Analyst, I am prepared to tackle complex challenges, collaborating seamlessly with cross-functional teams and external partners to ensure operational continuity and uphold excellence in customer service.

Led a high-performing customer support team, utilizing ITIL principles to effectively manage escalations, shorten incident response times, and consistently achieve high NPS scores. Focused on proactive strategies to prevent recurring issues, fostering clear communication and empathetic service to enhance client satisfaction.Specialized in delivering technical solutions for Oracle and SQL databases, I have a proven track record in leading teams to high performance through motivation and skill development. Leveraging strong analytical abilities, I identify and resolve issues swiftly, applying proactive measures to mitigate future incidents.With clear and empathetic communication, I build positive interactions with both customers and internal teams, ensuring satisfaction and reliability at every touchpoint. Known for efficient process management and adaptability in dynamic environments, I maintain SLAs and consistently achieve high NPS ratings, in alignment with ITIL best practices.

Leadership of a technical team, guiding support analysts towards agile and effective customer service solutions.Expertise in resolving complex problems and prioritizing critical tickets, ensuring compliance with SLAs.Monitoring performance metrics and customer satisfaction, applying ITIL practices to optimize support processes.Collaboration with other teams to improve documentation and implementation of support processes, aiming for customer satisfaction and retention.

Experience in specialized technical support in the logistics sector, focusing on transport management systems (TMS) and warehouse management (WMS).Skill in managing service queues, root cause analysis and documenting system errors for permanent solutions.Development of test scenarios and mapping of improvement points, ensuring the efficiency and stability of logistics systems.Competence in analyzing electronic documents and applying palliative corrections for the continuity of operations.

1st and 2nd level technical support for legacy COBOL ERP system integrated with the web, with maintenance of reports and monitoring of critical processes.Experience supporting Android applications and monitoring data integrations between legacy and new systems.Knowledge of web technologies (HTTP, JSON, IIS, HTML, CSS, XML, JavaScript) and log analysis with developer tools and Postman for APIs.Participation in a data migration project, contributing to the integration and continuity of operations.

During my 8-month internship as Technical Support, I was responsible for playing a crucial role in answering first-level calls, offering efficient technical support and solving basic user problems. I actively collaborated in the creation of ticket opening scripts, ensuring effective standardization in the registration process and collection of essential information for quick problem resolution.Additionally, I played an integral role in monitoring data processing in real time, proactively identifying and responding to potential issues or bottlenecks. My responsibilities included ensuring the successful execution of scheduled jobs and tasks, investigating and resolving issues related to failures or delays.Throughout the internship, I improved my communication skills when interacting with users, ensuring a clear understanding of the issues faced. Contributed to the documentation of standard procedures and solutions to recurring problems, facilitating future references and promoting a culture of knowledge sharing.I actively participated in basic training initiatives for end users, reducing the recurrence of calls related to simple issues and promoting user autonomy.My commitment to continuous improvement was evident when participating in post-incident reviews, identifying areas for improvement and collaborating on implementing changes necessary to optimize IT support processes.This enriching experience as an IT Technical Support Intern provided not only a significant enhancement of my technical skills, but also a comprehensive understanding of the critical role played by the support team in an organization's operational environment.