Senior Business System Analyst January 2020 - October 2023 (3 years 10 months)- Supported user access and permissions across various business accounts, ensuring appropriate levels of access for team members and partners. - Provided support for multiple ad accounts, pages, and product catalogs to ensure comprehensive management and oversight (i.e., setting-up Business Manager, creating and linking ad accounts, pages, and people to streamline operations). - Analyzed business pages to determine their eligibility for official review and stamping. Reviewed page activity, compliance with platform policies, and authenticity to ensure that only eligible businesses received official recognition. - Collaborated with team members and external partners to align strategies and ensure smooth operations.

- Parsed XML and CSV data for input errors and worked with platform engineers on non-data feed file issues.- Worked closely with platform engineers to resolve non-data feed file issues, improving overall system efficiency and reducing downtime.- Regularly monitored and scheduled data feed uploads to catalogs to ensure timely and accurate data integration. Apply product data rules to maintain consistency and accuracy across multiple catalogs.- Utilized detailed guidelines and best practices to identify and troubleshoot data feed errors. Collaborated with partners to resolve complex issues, resulting in improved data feed accuracy and optimized server configurations.- Documented and shared workflow optimization strategies to improve departmental operations and efficiency.

Provided comprehensive support for IoT products, including troubleshooting and optimizing device configurations and connectivity. - Installation and setup of Nest Thermostat, Nest Cam and Nest Protect- Nest app configuration for Managing multiple Nest Products

- Reviewing numerous vehicle service contracts to filter discrepancies, validate data accuracy and enact policies.- Maintaining contact with dealer Finance Managers to correct suspected errors and facilitate completion.- Assisting clients with payment processing and cancel requests

• Managed end-user service requests to maintain SLA• Maintained email correspondence with end-users while collaborating with other departments on resolution of escalated issues• Collaborated in local and global conference meetings to develop the automation of support processes

• Interviewed business owners to establish optimal online marketing strategy.• Advised clients with regard to brand consistency, font, color and layout.• Advised clients with regard to SEO, PPC and SM Marketing through ads on Facebook.• Assisted clients with content generation (transcribing 250 - 1200 words for first draft publication)• Enhanced interview text content to improve quality standards and facilitate copywriting through live and after call editing.

• Answered exclusive inbound support line for HSBC clients holding accounts in the 95th percentile• Answered to inbound calls from MasterCard cardholders worldwide, in English, Portuguese and Spanish, to assist with lost/stolen reports, Emergency Cash and Card Replacement requests• Handled logistics in collaboration with international couriers, financial institutions and hotel managers to accommodate clients worldwide.• Accredited for designing a form document (Incident Report, implemented through company’s portal) to provide market managers with a written analysis of non-standard procedures and agreed upon service terms• Maintained SharePoint documents to provide personnel with up-to-date resolutions• Recognized with multiple awards for performance in Relationship Management

• Resolved hardware/software conflicts, corruption and defects• Scheduled onsite repair, and assisted field personnel• Performed system analysis to disclose security breaches and outdated protocols• Supported department managers in matching technical solutions to business requirements, as in replacing defective router-switches, and upgrading outdated server hardware and software