L3+ Senior Technical Support for a Leading Technology CompanyManufacturer of computers, phones, tablets, watches, and accessories.Responsible for delivering exceptional customer support to clients in the EMEIA region (Europe, the Middle East, India, and Africa).Provides comprehensive troubleshooting for the company's proprietary operating systems and hardware across various devices, including phones, tablets, and watches.General support includes:• Provided support through a proprietary ticketing system, cataloging emerging issues, and escalating them to the engineering team.• Maintained direct contact with customers to document and resolve issues. • Corrected repair chains and ensured proper procedures were followed.• Supported and verified the steps taken by L1 and L2 technicians, ensuring adherence to knowledge base guidelines. • Worked closely with resellers to provide support for both hardware and software issues.• Managed support operations and maintained a focus on quality service.

L2+ Technical Support | SpecialistProvides comprehensive troubleshooting for the company's proprietary operating systems and hardware.General support includes: • Preventive maintenance • VPN troubleshooting • Network troubleshooting • Guidance for first-time system usage • Instruction on using devices • Backup troubleshooting and guidance • Troubleshooting via terminal commands • Direct communication with repair centers in case of hardware failure • General diagnostics of computer hardware and software • Use of proprietary softwareAll support is provided with a strong focus on customer satisfaction.

L1 Technical Support for a Leading Technology Company • Manufacturer of computers, phones, tablets, watches, and accessories. • Responsible for delivering exceptional customer support to clients in the EMEIA region (Europe, the Middle East, India, and Africa). • Provides comprehensive troubleshooting for the company's proprietary operating systems and hardware across various devices, including phones, tablets, and watches.Support includes, but is not limited to: • VPN troubleshooting • Operating system configuration • Preventive maintenance • System restoration • Support for proprietary software • Knowledge base consultation • Remote hardware diagnostics • Network troubleshooting • General guidance, with a strong focus on customer satisfaction.

Delivered exceptional customer service to clients in North America, primarily in the USA and Canada.Provided support through various channels, including email, phone, and AGILE software (Jira).

Performed basic network troubleshooting and setup, including configuration of switches (Cisco, Intelbras, Dell, MikroTik).Managed setup and maintenance of MiFi devices, routers, and WiFi adapters.Conducted client onboarding for software usage and provided hardware and software deployment.Performed preventive maintenance and troubleshooting for various systems.

Provided customer support in a multilingual environment, focusing on network, software, and hardware maintenance within the tourism industry in Rio.Delivered exceptional customer service in English, Spanish, and Portuguese.Managed hotspot authentication and network troubleshooting in a Linux environment using PuTTY.Demonstrated a solid understanding of networking, including TCP/IP, UDP, IP schemas, LAN/WAN design, and wireless router administration.Handled AV hardware and software deployment and troubleshooting.Performed repairs, setup, and deployment of Mac and Dell Xeon servers.

Provided technical support and assistance to desktop and laptop end-users.Performed preventive computer repairs on an on-demand basis.Conducted basic SQL setup and automation using scripts.Led onboarding sessions for new hires on software usage.Managed inventory effectively.