Dafne Machado

Mobile Phone: 214-***-****

E-mail: abmqv5@r.postjobfree.com

**/** - ******* ******** - ****** - Plano, Texas.

Trilingual Tier I Technical Support Agent - LTAM

Provide great tech support service to corporate clients located in Brazil and Latin

America, by telephone and email.

Support all corporate Mcafee products, take ownership of cases and work on them until

they are resolved.

Great team work player.

Candidates must be fluent in Portuguese and/or Spanish in addition to English languages

in order to be considered qualified for this position. Please acknowledge this skill on your

resume.

Description of function and responsibilities:

As a Tier-I Latin America Support Engineer for McAfee, within the McAfee Network

Protection and System Protection Division, you will be responsible for supporting our

entire licensed customer base through a variety of mediums.

Main Responsibilities:

*Provide both reactive and proactive assistance to all external customers

*Troubleshoot and resolution of open incidents

*Troubleshoot/qualify incidents before escalating into Tier-II

*Liaise with Tier-II, to facilitate feedback and translate information as needed

*Record and document all issues related to the customers

*The creation of documented solutions for both internal and external support web-pages

Requirements:

*Experience in a wide-range of computer operating systems and software

*A strong working knowledge of networking, as well as installation, troubleshooting,

upgrading, integration and client/server operations is required.

*Industry or professional organization certifications in computing fields are not required

but highly desirable.

*Progress towards or completion of certifications with Microsoft and others are desired.

*At least two years of full time experience in customer care/customer support.

*Advanced writing and verbal communication skills in Brazilian Portuguese and/or

Spanish

*Ability to multi-task and prioritize job requirements

*Strong personal organization skills

*Bachelors degree preferred, but not required.

04/06 - 10/08 - Mastec - Advanced Technologies - Carrolton,Texas.

Billingual Customer Service Representative.

Provide excelent support service to DTV customers by helping them with their work

orders and appointments, assist DTV customer service representantives by tracking

installers and providing estimated time of arrival and help the company's technicians with

their wos management.

10/05 - 02/28 - Aliance Data System - Dallas - Texas.

Bilingual Customer Service Representative.

Provide high quality Customer Service to CPL and WTU Retail Energy customers in

Texas.

04/05 - 10/05 - International Galeries Inc. - Addison - Texas.

Customer Service Support Representative .

Provide excellente customer service to IGI clients from UK, Mexico and USA.

09/30/04 - 01/05/05 - Network Associates - McAfee - Plano.

McAfee Tier 3 Customer Service Representative .

Give excellent Customer Service to Corporate and Consumer customers located at U.S.A

and Latin America in English, Spanish and Portuguese.

12/2003 - 8/2004 AVAYA CARROLTON

SBC VOICE MAIL CUSTOMER SERVICE AND TECHNICAL SUP

GIVE CUSTOMER SERVICE AND TECHNICAL SUPPORT FOR SBC VOICE MAIL

SUBSCRIBERS.

6/2002 - 12/2003 STREAM INTERNATIONAL INC. Carrolton, Texas Carrolton/ Texas.

Support Services Representative

Provide responsive and competent telephone support to customers in

areas of product features, installation, use, and usability for the

specified software/hardware product (s).

RESPONSIBILITIES:

* Provide a high level of professional, competent support to all

customers in pre-sales and post-sales situations.

* Ensure that the department goals of problem response and problem

duration are met by keeping

your assigned open call queue current.

* Provide telephone support a minimum of 7 hours daily and fill in on

the phones for others in

accordance with the "all hands on deck philosophy."

* Maintain customer satisfaction according to the current levels of

measurements for this position.

* Maintain a high level of technical product knowledge in the

specified software products and

become knowledgeable in new products as assigned.

* Act in a mature and professional manner towards customers, vendors

and other Stream employees at all times.

REQUIREMENTS:

* Commitment to work staggered support hours.

* Previous PC experience and knowledge of DOS, Windows, and Windows

95.

* Strong aptitude for problem solving.

* Experience which demonstrates the ability to effectively

communicate with customers and

prospects over the phone.

EDUCATION: 6/2003 Richland College US-Texas-Richardson

Certification

- Computer and internet concepts.

3/1999 LAW SCHOOL OF THE SUL DE MINAS. Brazil-MINAS GERAIS-POUSO

ALEGRE

Some College Coursework Completed

- 3 YEARS OF LAW SCHOOL IN BRAZIL.

SKILLS:

Fluent English, Spanish and Portuguese.

Great typing skills.

Can provide reference, as required.

Contact this candidate