Fully Bilingual - (Spanish and Portuguese) Intermediate English - IT Professional with more than 10 years of experience in Help Desk support – both live and remote – across several countries in Latin America. Has demonstrated customer focus, ability to perform under pressure and leadership experience by achieving key client response and service metrics (reducing from 10% to 5% of exceeded SLA tickets in 5 months) while upholding team’s engagement and facing a growing number of opened tickets up to 40%. Key clients include major multinational companies like Dana Holding, Gerdau and Solae/DuPont.