Collaborated with cross-functional teams to identify key metrics to track performance, leading to the development of 12 new reports that improved overall business insights by 35%.Collaborated with managers to identify reporting needs and customize dashboard solutions.Utilized data visualization tools to create interactive dashboards for key stakeholders, increasing data accessibility and decision-making efficiency by 20%, as well as a 15% increase in stakeholder engagement.Developed and implemented automated reporting processes, resulting in a 50% reduction in manual effort and saving over 200 hours annually.Developed ETL scripts using SSIS, Power Query, and Python for complex data transformations, ensuring data integrity. Scheduled SSMS jobs for On-Premise solutions and Power BI Online for cloud reports/dashboards.Collaborated with managers to produce Ad-hoc reports, achieving a quick turnaround of over 95% of reports within SLAs.Manage access to workspaces and data lakes in Power BI Online and Microsoft Fabric.Provide support for published BI content, collaborating with 150+ users amongst stakeholders, report writers, vendors, and cross-functional teams for infrastructure implementation, upgrades, and troubleshooting.

Served as the lead trainer for all new staff, establishing roles, rotations, and documentation to maximize the efficiency of our training processes. Responsible for the team’s monthly reporting, which encompassed crafting a comprehensive report in Excel fed by various data sources. I was also responsible for auditing relevant team performance metrics for management. Participated in role rotations including managing folder structures, escalations, and inquiries from end users via the team’s mailbox, also fulfilling access requests for all lower mainland health authorities.Act as the subject matter expert for the implementation of the new ticketing system, tracking and managing issues and request for changes related to Service NOW, working closely with the implementation project team to ensure fixes, appropriate follow-up, and communicating changes in workflow to the team.Review weekly Customer Satisfaction reports and engage with users to address negative feedback and ensure resolution.Work with automated systems to provision employee, vendors, and student accounts, testing new routines and troubleshooting issues, contacting the automation team when needed.

Served as the lead trainer for all new staff, establishing roles, rotations, and documentation to maximize the efficiency of our training processes. Responsible for the team’s monthly reporting and auditing of relevant team performance metrics. Participated in role rotations including managing folder structures, escalations, and inquiries from end users via the team’s mailbox, also fulfilling access requests for all lower mainland health authorities.

Associates Certificate in Applied Computer Information Systems with Honors

Headed multidisciplinary teams to develop persuasive technical and commercial proposals for RFx processes and client offerings. Created and managed timelines for proposal delivery, ensuring compliance with client deadlines.Oversaw bidding process from inception to completion, coordinating bid plans to address client requirements and obtain operational signoffs. Owned due diligence processes for shortlisted opportunities.Designed and maintained boilerplates and proposal templates, collaborating with Solution architects and Account managers to produce exceptional presales material for bidding processes.Managed pipeline leads and opportunities exceeding €1 million, supporting executive account managers in selecting pursuits to be presented to stakeholders.Led executive meetings to obtain approval for proposal submissions to clients.

Developed, assessed and recreated on-site Support processes;Managed, supported and trained on-site support vendors outside Brazil to ensure quality and proficiency in the delivered services;Developed, administer and marked tests to assess technicians training performance and understanding of the content presented to them.Key Achievements:Employed the training assessment tool for LATAM;Trained LATAM technicians in 2 weeks for a multi-country project go-live

Developed and delivered all technical and behavioral training materials for Service Desk agents;Member of the team involved in Service Desk projects to start new customers’ operations. Responsible for interacting with project team, map issues and concerns about implementations, develop training material and minister training to service desk agents.Key Achievements:Redesigned the behavioral training material for Service Desk agents;Received recognition from the global project team for going the extra mile to assist the team in implementing a new Service Desk operation and administering training in a short time frame, enabling the go-live to take place at the date it was planned.

I was accountable to monitor the Service Desk support queue, generate reports, attend operational meetings to discuss, update and develop procedures; Managed agents, ensuring adherence to the programmed logins, logoffs and breaks was above 90% . Managed schedules and roles to attend contractual Service Level Agreements such as abandon rate, first call resolution percentage and other KPIs.Key Achievement:Developed an integrated report cross operations to be delivered weekly to the client containing standard KPIs and possible operational threads (such as unscheduled changes, major incidents) that could cause unusual spikes in our metrics, impacting monthly SLAs directly.

Provided individual Level 1 support to key international offices located in USA, Argentina and Holland.

Provide Level 1 technical support in Portuguese and English for corporate users.