Customer Service Technical Support

Luís Silveira

* ********* ******* **** ** lower glanmire road LinkedIn: pt.linkedin.com/in/lcsilveira

Cork, Ireland +353-********* *******.*.********@*****.***

Summary

Trilingual (Portuguese, English, Intermediate Spanish) professional with IT Technician Diploma and overall 8 years of experience in IT support and Customer Service within the call center and office environments

Career Highlight

Experience dealing with various global customers, maintaining and establishing relationship

Strong experience running status calls with the customers and keep up to date with all relevant opened issues, and on-going projects

Experience in install hardware and peripherals as memory, CPU, motherboard, IDE, SATA, SSD drives, external backups drivers, power supply, etc.

Hands-on experience with Linux, Windows, MAC OS, Windows Phone, IOS and Android based operating systems and working knowledge of general system and network troubleshooting tools (e.g. Wireshark)

Studied CISCO Certification (CCNA), which is key to acquire technical skills in networking (Cisco solutions, TCP/IP, IPV6, OSPF, EIGRP, VLANs, switching and routing protocols)

Strong Experience with ticketing systems as Citrix XenApp, Zendesk, ServiceNow, HP Service Manager. Remote Desktop applications as Windows Remote Desktop, TeamViewer and Dameware

Strong Experience with Services of SaaS as CRM and Siebel

Experience with Microsoft Exchange Server 2003/2007/2010

Knowledge of Software Management as System Center Configuration Center(SCCM)

Education

IT Technician (NFQ Level 6) Instituto de Emprego e Formação Profissional – Portugal 2003/2006

Network Management (NFQ Level 8) Universidade Atlântica de Lisboa – Portugal 2014/2015

Further Education

English Course - 02/03/2017 – 02/06/2017 Central School of English, Dublin - Ireland

IT Skills

Operating systems based on Microsoft Windows (XP, Vista, 7, 8, 8.1, 10, server editions) Suites Microsoft Office (Word, Excel, PowerPoint, Publisher, Outlook) versions 2000 to 2016

Knowledge of Office 365; VMware; Backup and recovery technology (local/cloud); Group Policy

Communications knowledge, based on TCP/IP, DHCP, DNS wired and Wi-Fi

Networks installations in Buildings and outdoor (LAN, WAN, MAN, PAN, SAN)

Networking cisco solutions, IPV6, OSPF, EIGRP, VLAN s, switching and routing protocols Large experience working with several Operating Systems, like Windows, Linux, MAC OSX, IOS, Android and Windows Phone

Work History

Customer Service Representative Tesco Mobile, Dublin – Ireland April 2017 - Present

Processed payments Payg plans. Performed troubleshooting in mobile devices Android, Windows Mobile and IOS system. Processed renewal of contracts Paym with new handset upgrade

Contributed to team success by exceeding team sales goals. Engaged with customers in a sincere and friendly manner. Performed new contracts Paym plans with handset included

Ensured quick resolution of user concerns about signal and APN problems. Provided customers with information on pricing and product availability.

Responded to customer questions and requests in a prompt and efficient manner

Customer Service Representative (4 Months Contract) Bergfone for a Project at Vodafone, Lisbon – Portugal August 2016 – November 2016

Checked and processed renewal confirmations received by CRM software. Promoted Vodafone 3play / 4play residential services

Liaised with customers by phone to discuss renewals of contract. Recommended the most suitable solution according to the Customers’ Requirements

Processed sales in a timely and efficient manner. Liaised with Tech Support department relating support issues. Treated and resolved pending cases into the Citrix system

IT Helpdesk Technician (8 Month Projects) Gfi Portugal for a Project at Ceger, Lisbon – Portugal October 2015 – May 2016

Provided level 1 and 2 technical support for 150+ Portuguese Government users

Helped maintain a good team and working environment through assisting fellow team members

Ensured quick resolution of user concerns and escalating more complicated issues into the HP Service Manager Software, Zendesk and e-mail

Tracked and take ownership of all outstanding queries to ensure follow through in all cases

Demonstrated professionalism and courtesy with customers at all times

Maintained and gave support of Windows and Mac systems, printers, scanners, Android, Blackberry, Windows Phone and IOS mobile devices, cisco VoIP’s, Cloud software as Dropbox, OneDrive and ICloud

Commended for quickly resolving complex issues including system crashes, network. slowdowns, connectivity problems, virus infections, installing or updating AV/Anti-Spam, Filtering Software into the Dameware or Remote Desktop software

Responded to user service requests and resolve trouble tickets into the HP Service Manager software

Controlled all Infrastructure into the Nagios system. Maintained an up-to-date level of service, systems and procedural knowledge

Performed reset passwords and unlock users into the Active Directory software. Performed install system critical updates and application patches

Achievements: Praised by the Director of Ceger and team colleagues by the computer work carried out in the passage of government of Portugal XIX, XX, XXI Governments

Technical Customer Service (1 year Contract) Prosegur Sa, Lisbon – Portugal October 2014 – October 2015

Provided troubleshooting and customer support for clients of Prosegur. Tracked house alarm systems and technical events. Provided remote video surveillance for an average of 100 BTB and BTC clients

Checked Administrative processing and registration of according to procedures defined by the operation

Provided support for Customer Service Centre. Responsible for Operation of CCTV systems

Achievements: Saved many people's lives and houses to be mugged due to fast actions with client and police

Technical Support Analyst (1 year Contract) Tecnocom, Lisbon – Portugal May 2013 – May 2014

Provided level 1 and 2 technical support for 200 DELL users. Planned Routes Field Support at DELL project. Participated in development of client training programs by identifying learning issues; recommending instructional language

Provided answers to clients by identifying problems; researched answers; guided client through corrective steps. Maintained and gave support at Fertagus project with VPN client

Improved client references by writing and maintaining documentation

Accommodated client disabilities by recommending devices and techniques

Helped maintain a good team and working environment through assisting fellow team members

Created, assigned and escalated more complicated issues tickets into the Citrix XenApp and ServiceNow software

Maintained and support in banking peripherals recyclers coins and notes

Maintained and support Windows, Linux and MAC OS systems, Windows Phone, IOS and Android mobile devices, printers, scanners, peripherals, Cloud software as Dropbox, OneDrive, ICloud

Diagnosed, troubleshoot and resolved a range of software, hardware and connectivity issues

Performed quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, virus infections into the TeamViewer Application

Provided level 1 and 2 technical support in various projects (Galp, Cepsa, Deutsche Bank, European Parliament, Novagalicia, Fertagus, and Warner Brothers)

Achievements: Accurately diagnosed, documented and resolved hardware, software, mobile device, application and remote. Entrusted to provide technical phone support for service field technicians

Customer Service Representative Zon, Lisbon – Portugal January 2008 – September 2012

Provided level 1 inbound calls support VoIP, internet and television. Answered over 40 customer telephone calls promptly and in an appropriate manner

Listened attentively to caller needs to ensure a positive customer experience

Maintained targets levels of performance. Resolved customer issues in a clear, courteous and straightforward manner

Installed and configured computer hardware operating systems and applications

Monitored and maintained computer systems and networks

Took staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues

Troubleshooted system and network problems and diagnosing and solving hardware or software faults

Provided phone support for service field technicians and auditors

Created new and changed addresses into the Gesmor software

Successfully demonstrated professionalism and courtesy with customers at all times

Reasons for leaving: Due to economy crisis, projects at Zon were cancelled and I got redundant

Telemarketing Agent (6 Month Contract) Optimus Sa, Lisbon – Portugal May 2007 – August 2007

Promoted Optimus residential and business services

Liaised with customers by phone or e-mail to discuss new contracts

Recommended the most suitable solution according to the Customers’ Requirements

General Skills

Soft Skills: Ability to analysis and problem solving skills. Excellent organizational skills, fast learner with good communication and team development. Able to transfer my knowledge and skills to a new working environment. Where previous experience can be putt efficient use.

Language Skills: Mother Language: Portuguese Fluent English Intermediate Spanish

References Upon Request

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