Mateus Santos Email & Phone Number

Jandira, Sp, Br

Barueri, São Paulo, Brasil

As a Support Analyst 1, at NAVA I worked at the Sem Parar client in the Backoffice position, in which I have learned a lot about processes and applying the ITIL methodology in practice. Here are some of my key responsibilities and achievements: – Work Order Management: Monitoring the opening and closing of work orders in the ServiceNow system. – Providing remote support to teams that are in field service. – Contact with customers to schedule appointments and explain information about the solutions. – SLA Deadline Monitoring Maintaining strict control of the Service Level Agreement (SLA) deadlines, ensuring the timely solution of services. – Assembly of service routes to optimize the path of the teams that work in field service at our customers. - Contact with customers to answer questions related to services and procedures.

Jandira, São Paulo, Brasil

I work as an Infrastructure Analyst, in the administration of Microsoft Azure cloud environments. My responsibilities include identity and access management (Azure AD), configuration and maintenance of collaboration services (Exchange Online), and technical support to users.

Barueri, São Paulo, Brasil

Work Order Management: Monitoring the opening and closing of work orders in the ServiceNow system. – Providing remote support to teams that are in field service.– Contact with customers to schedule appointments and explain information about the solutions. – SLA Deadline Monitoring: Maintaining strict control of the Service Level Agreement (SLA) deadlines, ensuring the timely solution of services. – Assembly of service routes to optimize the path of the teams that work in field service at our customers. – Conducting contact with customers to answer questions related to services and procedures.

Barueri, São Paulo, Brasil

• Responsible for opening and closing service orders (OSs) in the Servicenow Assist system, ensuring an efficient and organized flow.• Performed equipment screening and monitoring processes, ensuring compliance with SLAs within established deadlines and goals.• Maintained and ensured the quality and effectiveness of services on payment devices, ensuring customer satisfaction.

Barueri - São Paulo, Brasil

• Performed maintenance and repairs on desktops and peripherals, solving technical problems efficiently.• Managed the supply of printers, checking and monitoring the levels of necessary inputs.• Installed IT software and tools, ensuring the availability of resources for users.• Participated in the installation and maintenance process of ethernet cabling, contributing to the organization's network infrastructure.