As a Systems Administrator and IT Manager at Webhelp, I managed over 1,000 Apple devices (macOS and iOS) in a remote call center environment, ensuring optimal performance and security through automation and proactive management. I played a key role in leading a pilot project to migrate our infrastructure to a datacenter, which improved network stability by 30% and served as a model for other teams and countries to follow.During this period, I also coordinated the physical relocation of our office, handling both the digital and logistical aspects to ensure a smooth transition without impacting operations. Additionally, I led the project handover to the new team in Portugal, providing training and detailed documentation to enable them to manage the environment independently.My role involved automating device management, implementing security policies, and deploying updates efficiently to maintain compliance and enhance the user experience.

In my role as a Subject Matter Expert at Webhelp, I provided basic to advanced technical support and served as the primary point of contact for resolving complex issues across the company’s remote infrastructure. I specialized in troubleshooting connectivity problems, such as VPN failures and communication tool disruptions, ensuring that the team could operate smoothly in a remote environment.One of my key responsibilities was to collaborate closely with international teams to develop best practices for technical support, improving our processes and enhancing the efficiency of our operations. I took ownership of investigating recurring technical issues, identifying their root causes, and implementing long-term solutions that reduced the frequency of incidents and downtime.Throughout this period, I remained focused on streamlining support processes, developing documentation, and continuously optimizing our approach to ensure a high level of satisfaction for both users and stakeholders.

I rejoined the Customer Service team in March 2020, coinciding with the onset of the pandemic. During this period, I was selected as a pilot to experiment with remote work for staff, something that hadn’t been implemented before. By adapting quickly and providing support, we successfully transitioned to the new remote environment, maintaining efficiency and overcoming the challenges of COVID-19. This experience prepared the ground for my promotion to Subject Matter Expert in June 2020.

Developed a music career focused on producing and mixing various genres such as soul, electronic, and dance. Released over 100 tracks, gaining support from artists like Agoria and Black Coffee. Founded the record label In Your Moods to explore creative freedom.

During my freelance career, I specialized in troubleshooting, system optimization, and the installation of operating systems and applications for both Windows and macOS environments. I provided tailored IT solutions for private clients and small offices, understanding their unique requirements to deliver efficient results. My projects ranged from resolving critical issues and optimizing performance to configuring systems for specific professional needs, such as multimedia setups for photographers and creative professionals. I focused on delivering cost-effective solutions and performance improvements, helping clients maintain stable and high-performance computing environments.Key Achievements:Developed customized macOS systems on non-standard hardware, achieving performance superior to pre-configured systems.Installed and optimized multimedia systems using specialized software like Kodi and LibreElec.Achieved up to 40% in hardware cost savings for clients by selecting compatible components and customizing configurations.Created and maintained technical documentation for system configurations and troubleshooting procedures, ensuring consistency and efficiency in client support.Skills Acquired During Freelance Experience:Comprehensive understanding of macOS, Linux, and Windows ecosystems.Ability to diagnose and resolve hardware and software issues across multiple platforms.Proficiency in creating customized solutions based on individual client requirements.Deep knowledge of multimedia systems and software.Strong communication skills and client relationship management.

Assisted customers in the purchase of products and services, addressing technical queries and providing guidance throughout the buying process.Managed post-sales support by resolving shipment issues, handling payment-related problems, and issuing invoices.Coordinated with internal teams to expedite problem resolution, improving customer satisfaction.Developed strong communication skills and empathy, adapting to various customer profiles and needs.Optimized response times and increased the quality of customer interactions by implementing efficient processes.

Performed loading and unloading tasks of a product called Kaolin in a port warehouse. Operated heavy machinery such as caterpillars and forklifts, and coordinated logistics for loading and unloading via trains and trucks. This experience allowed me to develop skills in safe machinery operation and process optimization in an industrial environment.

Performed logistics tasks related to loading and unloading the product Kaolin in a port warehouse. Operated machinery such as forklifts and caterpillars, and coordinated material handling processes. Ensured efficient loading and unloading via trains and trucks, maintaining safety standards and effective teamwork. Developed strong skills in warehouse management and logistics coordination.

Specialized in the repair and configuration of computers, providing technical support for installation of operating systems and network setup for small business clients.Diagnosed and resolved hardware and software issues, ensuring systems operated efficiently and met client expectations.Supported customers in selecting and configuring peripherals, such as printers and scanners, to improve their business processes.Gained valuable experience in troubleshooting a variety of technical problems and working directly with end users to deliver effective IT solutions.

Provided technical support and installation of computers and peripherals, specializing in printers and cash registers for small businesses.Performed tasks such as toner replacement, printer repair, and configuration of Windows operating systems based on client needs.Collaborated with business clients to ensure systems were set up and running smoothly, contributing to the overall efficiency of their daily operations.