As a Customer Service Representative for American Airlines and SABRE, I am dedicated to ensuring client satisfaction and driving long-term relationships by understanding client needs and aligning them with company solutions. I coordinate cross-functional teams, manage customer onboarding, provide ongoing support, and proactively address potential challenges to foster customer success. By delivering tailored strategies and personalized support, I help my clients to achieve their goals while increasing customer retention and engagement. I thrive in dynamic environments, focused on continuous improvement, and strive to create value at every stage of the customer journey.

Analyzing and monitoring network performance for one of our most important customer Vale do Rio Doce. Also, providing network support and resolving connectivity issues. Configuring hardware and software to optimize network communication. Setting up LAN and WAN networks, as well as Wireless Technology, LoRa, routing protocola and IP configuration.

I've worked as a Solution Architect supporting Vale with their HLD and building technical documents and guides in accordance with its business strategies and demands. Under a model as a service we work based on Agile principles using the SCRUM framework that brings to the customer a new mindset of working always giving visibility what we are doing and the deliveries.

I had worked for the Innovation team much more on handson delivering proposing new solutions and ideas working together with architeture team and engineering team for Vale. Below are the leading technologies and protocols which I deal with in my daily activities:- Project: Agil practices (SCRUM)- LoRa technologies, Kerlink, IIoT- OSPF, BGP, EIGRP, RIP. static routing, VLANs, DTP, VTP, STP, NAT, PAT, IPv4, IPv6, FHRP (HSRP, VRRP), GRE, QoS- Firepower, ASA 5506-X, ACLs, CIscoISE, VPNs (site-to-site, overlay, alwayson VPN), AAA, ACLs- WLCs 5508 5520, APs- HLD and LLD

During my period of working as Solution Architect I was in charge of answering some RFI (Request for Information) and RFP (Request for Proposals) depending of customer's needs. Below some of the activities based on the position purposes:1) - Customer presentations;2) - High level design and Low Level Design;3) - Technical qualification;4) - Statement of work and business benefit validation solutions for large scale international clients. Also, in accordance of cusomer solution requirements we were in charge of doing the BOM (Bill of Materials) everything done on Cisco Platform;

The main role for this Pilot was regarding to do some backoffice activities like support the solution consultant with doing prices, disccounts, BOM (Bill of Materials) and prepare technical document.

Much more people management below were some of the main roles during my position as Network and IP Expert Supervisor: - In charge of expert engineers handling critical and problem issues for business-critical customers' in North and Latin America;- Work together with most important service providers in Latin America so as to increase the quality of main leased lines and avoid occurrences;- Supervision of the Problem and IP expert Team to ensure compliance to the problem management process- In charge of decreasing the number of incidents causing service failures always trying to find out the point where the issue started.

Provide 3rd level of support involving configuration and troubleshooting of complex issues related to IP involving the following technologies and protocols: 1 ) - TCP / IP, FR, ISDN, PPP, DSL, IPSEC, RIP, OSPF, EIGRP, BGP, MPLS-VPN, 802.1Q, HSRP, VRRP, VLAN, DMVPN. 2 ) - As an integral part of the team responsible for providing support to all Major Customer Support Center employees regarding trouble tickets and technical assistance.3 ) - All job done in accordance with ITIL framework.

During the period of IT Service Operations Supervisor I was one the person in charge of keep escalating and controlling some crisis for the most incident and critical cases. Also it was a period which Petropolis city was becoming the place where the Orange Major Center of operations would be based on. In fact I was one of the leaders coming from Rio de Janeiro to share the knowledges for newcommers in Petrópolis City.

I had worked in a team in charge of resolving issues in Layers 2 and 3 for remote Cisco devices (routers and switches) as well as Nortel equipments. Mainly regions managed during this time were North and Latin America, Caribbean, Spain and Portugal. Also I had worked together with the main Service Providers of last mile:1) - Notrh America: AT&T, Verizon, Level 3, Sprint. etc2) - Latin America: Oi, Telmex, Embratel, Telefonica, Brasil Telecom, etc.3) - Rest of the World: Telefónica España, Portugal Telecom, Cable & Wireless, etc.Support for remote field engineers and responsible for running tests so as to investigate and find out network issues in all of these main three languages spoken: Portuguese, Spanish and English.Technologies WAN worked: ATM, Frame Relay, xDSL, ISDN, PPP, X.28, X.25, IP-VPN, MPLS, AGN (Global ATM Network). Daily use of Clarify CRM tool to work.

Worked with end customers as technical support and troubleshooting. Acting as a service desk I had tried to solve the first problem together with the customer on phone before escalating the issues to the upper levels.