Claud Souza Email & Phone Number

Sachse, Tx, Us

Plano

Terminal Automation Specialist in an Weather, Fuel and Gas IndustryMain Activities:- Assist Fuel Terminals with G3 Guardian systems or equipment.- Setup and Maintain terminal server and PLC equipment.- Schedule and upgrade Terminal G3 Guardian systems when necessary.- Manage network equipment for the G3 Guardian.- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. - Create various test environments to assist customers or setup new clients.- Troubleshoot issues and outages.- Develop training for staff on new technologies and implementations- Manage product implementation processes for new clients.Achievements:- Increase staging turn-around time with new processes.- Apply new tools to assist planning of installs and upgrades.- New Training documentation for clients.

Garland, Tx

IT System Administrator in an Electrical Enclosures ManufacturerMain Activities:- Manage and maintain multiple Virtual Machine Hosts and Servers.- Setup and maintain Android, IOs with enterprise applications and accounts.- Install and configure software and hardware for Server and Workstations.- Manage network servers and technology tools.- Monitor performance and maintain systems according to requirements.- Troubleshoot issues and outages.- Administrate infrastructure, including firewalls, databases, malware protection software.- Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. - Configure / add new mobile services as necessary.- Develop training for staff on new technologies.- Plan, develop and maintain ePDM workflows system.- On call 24/7 onsite and off-site.Achievements:- Increase workstations and servers stability.- Save company thousands from spending on unnecessary tech hardware.- Develop, implement and maintain multiple systems.

Dallas/Fort Worth Area

Bilingual - Service Support Analyst for a multinational service management company.Main activities:- Managed a high-volume inbound telephone calls, web and email entries in Portuguese and English from AstraZeneca employee and log their issues in Remedy.- Assign tickets to the appropriate teams within AstraZeneca.- Able to gather precise information for High Priority tickets escalated to Incident Managers for further processing.- Perform outbound calls to follow up with pending ticket every day.- Provided support within VPN AZ Anywhere application.- Troubleshoot any Word, Excel and Outlook issues users where experiencing.- Provided printer installs and troubleshooting.- Unlock user accounts and reset passwords in Active Directory.- Provided Desktop and tablet support mostly done through Windows Remote Desktop.- Enable and troubleshoot RSA Tokens with AztraZeneca RSA Tool.- Limited BlackBerry troubleshooting due to tool access with our system. Mainly device Enterprise activations and email synchronization.

Austin, Texas Area

Bilingual - Business Development Associate for a marketing solutions and services company.Main activities:- Managed a high-volume workload within deadline-driven environment. Resolving an average of 500 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).- Provided lead generation for MicroFocus program meeting all expectations requested from campaign.- Online Success Management for Microsoft Dynamics CRM Online Team attaining high customer service ratings by selling and closing deals.- Provided Dynamics CRM Online Demo presentations for trial customers and internal staff.- Maintained awareness of market conditions and competitor’s products, prices and trends.- Responsible for Quality Control 2 call per week from co-workers and provide feedback to management.

Austin, Texas Area

Bilingual - Account and Technical Services Representative for a video game developer and publisher.Main activities:- Responded to customer inquiries and providing first contact resolution of customer issues via phone, chat, and email.- Performed account maintenance, data entry, and order processing functions.- Provided Technical support for Blizzard Entertainment software on Windows and Mac OS Systems.- Informed software incompatibility issues and reason for not functioning properly by reading MSInfo and DXdiag files provided by customers.- Informed customers of firewall and windows permission steps that could interrupt Blizzard Entertainment services on the PC.- Maintained security and confidentiality of Blizzard Entertainment internal information and customer account information.- Participated on Blizzard Entertainment Support release for their largest software title in the company history.- Escalating and communication any customer well-being issues.

Dallas/Fort Worth Area

Bilingual - Specialist, BlackBerry Partner Technical Support for a smartphone, tablet manufacturer.Providing effective, efficient and professional support by troubleshooting customer issues, researching solutions.Main activities:- Participated on inbound priority-based queue to answer telephone-based inquiries (and some email, and chat).- Troubleshoot BlackBerry Desktop Software for Windows, PocketMac and BlackBerry Desktop Manager for Mac OS X.- Collected information and resolved approximately 95% of all customer inquiries.- Provided many tasks under Microsoft Exchange and Active Directory managing local and domain level permissions.- Resolved every handheld device error codes caused by OS database corruption.- Problem-solved many issues with Microsoft Outlook and Entourage database backup or misreading problems for BlackBerry synchronization.- Installation of BlackBerry Enterprise Server and provisioning of BlackBerry Handheld devices with Server.- Daily remote support provided for customers with challenges following steps with troubleshooting.- Shared innumerous problem-solving steps towards new incoming issues with department.- Leveraged both internal and external knowledge base systems for assisting customer and resolving issues.- Provided the team with additional support through coaching and shadowing to new hires during back-line time.- Go-to person within the team that assisted coworkers with any inbound call challenges they would come across.Achievements:- Last point of contact for users. All issues resolved.- Trainer for new employees on the call center floor.

Dallas/Fort Worth Area

Bilingual - Network Technician for a VoIP company.Main activities:- Provisioned every VoIP equipment for the company such as Linksys ATAs and Cisco Routers.- Most support was given through remote interface to facilitate troubleshooting.- Provided on-site assistance for new customers being either home or small business.- Setup small home network for residential customer through phone or on site.- Being on call 24/7 for any emergencies that could occur with bigger customers or server instabilities.- Configured VoIP call routes, voice mail and line permissions as specified by each company.

Dallas/Fort Worth Area

Bilingual - Customer Service Global Operations for a multinational technology company.Main activities:- Participated on an inbound priority-based queue to answer ordering and account-based inquiries.- Guided partners and first-time customers with Cisco Ordering system tool for placing and changing orders.- Provided customers with best hardware setup order for their company needs.

Curitiba Area, Brazil

Graphical Designer for a timeclock manufacturer company.Main activities:- Brainstorming and mocking up design ideas.- Presenting ideas to clients.- Meeting with clients and adjusting designs to fit their needs or taste.- Using Adobe Photoshop and Corel Draw to execute designs.- Working with others, such as printers, other technicians, to complete the final product.