Jelvis Ferreira Email & Phone Number

• As a Senior IT Support Engineer, I've been instrumental in enhancing our IT infrastructure and support processes, catering to a diverse environment of over 300 employees across MacOS, iOS, and Windows platforms. My.
• Enhanced IT Support: Elevated support for 300+ employees, ensuring a seamless experience across multiple platforms and devices.
• MDM Leadership: Deployed and improved Kandji and Hexnode MDM solutions, significantly improving device management and security.
• Knowledge Base Development: Spearheaded the creation of the IT department's knowledge base, streamlining information sharing and accessibility.
• Office Setup and Return: Led the IT setup for employee reintegration, optimizing workspace technology for productivity and safety.
• Onboarding and Offboarding Refinement: Collaborated with HR to refine processes, making transitions smoother and more efficient for new and departing employees.

• Support for 300+ employees within a mixed MacOS/iOS/Windows environment.
• Kandji/Hexnode MDM.
• Built out IT's knowledge base and managed the organization of our shared drives/space.
• Built out office for employees' return to the office.
• Refined onboarding/off-boarding process in partnership with Nutrafol's People team.
• SaaS administration including, Google Workspace, Slack, Zoom, Atlassian, Tableau & Adobe.

• Throughout my career as a Technical Lead, I take full responsibility for training and managing a technical support team toward best-in-class service KPIs.Key Accomplishments:
• Boost business results and goal attainment by maintaining communication between MIRROR together with its out-source partners.
• Maintain documentation for the Technical Support team to manage troubleshooting and interactions with members, in partnership with Engineering and QA teams. Create and monitor metrics to synthesize the voice of the.
• Lead changes on multiple business aspects and implement processes and workflows for managing bugs, issues, and technical incidents.

New York City Metropolitan Area

• During my tenure as a Senior Technical Associate with MIRROR, I directed and supervised cross-functional team members by coordinating client concerns, answering inquiries, managing requests, and handling senior-level.
• Supported with Network-related Jira tickets in partnership with Network Engineers. Closed out submitted Jira and Kustomer tickets in a timely manner. Delivered comprehensive end-to-end technical support, including.
• Showcased service excellence in facilitating and providing end-to-end technical support for the Lululemon – MIRROR retail pilot.

Greater New York City Area

Documented member interactions and troubleshooting steps. Connected with members via phone and email to deliver excellent service, solve issues, answer product questions, track issues, and escalate to internal teams.

Greater New York City Area

• As a Technical Specialist, I have significantly contributed to Apple’s continuous growth and success through delivering strategic oversight to day-to-day operations, which include ensuring new customers get started and.
• Collaborated with a cross-functional team to provide exceptional technical and customer support in a high-volume and fast-paced environment.
• Head projects for verifying data integrity and accuracy, exercising high attention to detail.
• Conduct proactive operational analysis in order to identify opportunities for improvement, refining and implementing company policies and procedures to meet business goals.
• Exercise swift decision-making and flexibility in a dynamic environment, resolving any issues or challenges with an entrepreneurial mindset.

New York, New York

• Generate and develop new business leads over the phone by positioning unique services and solutions that Apple technology can bring to the business.
• Develop client base by asking insightful questions and effectively addressing business needs and concerns.
• Present business solutions to showcase how Apple technology can transform business.
• Maintain and grow customer relationships through continuous follow-up, consultative briefings, and product recommendations.

New York, New York

New York, New York

New York, New York

New York, New York

New York, New York

Associate'S Degree (In-Progress), Computer And Information Systems Security/Information Assurance

High School Diploma