Karine Andrade Email & Phone Number

Greater Västerås Metropolitan Area

The main tasks: - Administering and coordinating hardware orders, licenses, network lines, and services- Working closely together with project managers and HR, and facilitating onboarding- Proactive work towards continual improvements of processes, tools, and routines- Managing Office 365 and backup systems of internal data- Administering office hardware (TV, printer, monitors, keyboards, conference phones, etc)- Work in helpdesk with responding to tickets and finding solutions to problems

Wroclaw, Lower Silesian District, Poland

Role: Trilingual Business Application Specialist - French/English/Portuguese.My main tasks consisted of providing technical and processual solutions to the Renault Trucks customers in different departments and several countries from speakers of Portuguese, French and English, using ITIL v3 daily to manage incidents, changes and problems. We used teamviewer (an application that allowed me to do remote support), so the goal was to register and document the incidents and to solve the user's issue on the first call. When not possible, I needed to escalate to the right support level and provide the right information with all the details of all the troubleshoot I did, the results I obtained and why I need to escalate the issue. I provided support for more than 20 applications used daily by the end users. Those applications were designed to assist the renault trucks employees to order/ produce/ deliver/ sell/ repair the trucks. I proactively helped to modify/ correct the documentation in order to improve the solution given to the end user.Daily activities: - Processing incoming calls/ emails (from end users) and registering the incidents. - Troubleshooting and solving the problem on the first contact. We had the guide knowledge of Renault Trucks business applications to deal with the issues from the dealerships/ workshops. - Transfer/Escalation of incidents/changes to other Support Groups with the right information. - Keeping track and follow up of SR’s transferred to other support groups. - Processing requests of number plates registration. - Experience in managing basic requests in Unix/ Linux servers as troubleshooting possible server issues by using ping function, monitoring alerts from the server when the server capacity was 80% and do a pre diagnose of how much the available disk space is left (dh- f), connecting to the server through a putty connection, install applications hosted in Linux servers on user’s computers.

03/12/2015

Role: Team Leader. Responsible to provide process and technical support to a team of new network operators that were on training phase, on daily operational support for 4 client´s network, security and communication infrastructure. Must know well by heart all the internal processes, specifics for each client and provide answer to all operational questions.Main duties consisted of: - Work as a first point of contact for daily support team questions.- Answer all team questions regarding process to each of the clients we support.- Working in the main shift to oversee and provide support when the team is overloaded with work. - Implementing standard changes to the client's environment. - Verify if the team is aware of latest process changes and updates.- Verify if all reports have been sent correctly and at the right time. - Check if files have been placed in the correct folders (sharepoint).- Check group mailbox to make sure all user emails are dealt with and answered.- Handover verification.- Process documentation updates.- Know all procedures by heart to answer team members questions regarding each client and the daily support operation.- Responsible to pass the communication from high management to support teams and vice versa.- Train newcomers and give them support daily.

Bydgoszcz, Kuyavian-Pomeranian District, Poland

Role: EMC Pilot, responsible to provide daily operational support for client´s network, security and communication infrastructure. Main duties consisted of:- Performing diagnosis on incidents, troubleshooting e.g: ping. - Implementing standard changes to the environment.- Communicating with internal and external technical counterparts.- Management of system performance, capacity and service quality.- Performing manual checks on the client’s critical applications, and servers to prevent critical incidents.- Tickets creation in case of an incident occurs.- Monitoring constantly the client’s application and reacting really fast in a non-conformity case. - Translating client’s tickets from French to English to the technicians and vice versa. Writing daily emails to the customer in French language, to ask for more information needed from technician’s side, confirming if the problem is resolved. - Dispatching tickets (changes and incidents) and performing P1/P2 procedures such as informing the SDM of the account and sending notifications to the "key users" list that needed to be informed about the updates on the major incidents. - Checking on client’s servers the status of applications when it is requested by client.- Running or executing jobs (batches) on client’s console as described in internal procedures. - Compiling and sending important reports to the client with all the ongoing P1/P2 cases, the backlog and the actions taken on the tickets. - Updating the tickets with important information requested by us to solve the tickets. - Doing the best to minimize the backlogs and always respecting the SLA's and OLA's.

São Paulo Area, Brazil

Role: Bilingual Administrative Assistant, responsible for administrative tasks such as:- Guiding foreign patients in the Brazilian medical research centre translating the doctors to them and vice versa, making sure they were understood while doing check-ups.- Making reports of high importance to the departments, stating all exams done by each patient and all the extra exams (checking with health insurance companies if their insurance covered such exams). All that data that goes directly to billing, financial and results sector. - Cross checking of exam requests from third part doctors including checking of doctor’s IDs in the national health systems association. If the health insurance did not cover the requested exams, then I would intermediate the negotiation between patient and our local business department looking for the best prices so the exam could be done.- Training of new stuff when needed. The reception was in charge of all the communication between patient and doctor. In case the patient was waiting for too long then I should warn our internal team.- Responsible to receive payments. I was charged to deal with a large amount of money.

São Paulo Area, Brazil

Role: Head Secretary/Saleswoman also acting as HR assistant. Performing tasks such as: - Financial part: receiving payments from clients related to their language courses payment. - Fixing and/or negotiating contracts with students/ legal guardians.- Checking hour sheets of employees, onboarding training for new stuff and specific trainings in tools and systems used in the working environment. - Managing personal HR staff documentation from six schools, checking daily staff timesheet, pay-slips, assembling records and storage of registration data of employees. - Negotiation with clients aiming the contract of services renewed for following year.- Contacting companies to ask for quotes on cleaning materials, school supplies and other needed supplies in the school. - Responsible to make order on language books in the Publishing company. - Customer care done face to face, telephone and via email.

São Paulo Area, Brazil

Role: Dentist AssistantI was hired on a temporary contract just to cover someone's absence. - I was responsible for opening the office, checking the dentist's schedule and update it when needed.

Kurs C3, Swedish Language (International Reference A2 /A2+)

Education in Swedish for immigrants (SFI) is designed for those who need basic knowledge in Swedish. The objective is to learn Swedish.

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Mba In Hospitality, Business, Management, Marketing, And Related Support Services

The MBA had emphasis on the touristic market in general, studying the market in a pursuit to start a new business, as well as its.

Hotel Management, Business