Customer Service Microsoft Office

Heraldria Ferreira

**** ****** ***** **** **** - Apt 2019

Las Colinas, Irving, Texas 75063

Cell: 786-***-**** - **************@*****.***

Professional Statement

Professional seeking a position that allows me to utilize my experience, skills, and strong work ethic to positively influence growth in the company and further develop my professional skills. Able to succeed in fast-paced and high-pressure environments. I am highly-driven to excel and to help others succeed.

Strengths

Multilingual: English, Spanish (Full professional proficiency), and Portuguese (Native proficiency)

Strong interpersonal and communication skills.

Strong leadership through personal responsibility, accountability, and teamwork.

Support for over 22,000 end users around the world in multiple languages and locations.

Microsoft Products and Services such as Windows, Microsoft Office, Windows Server 2003, Active Directory accounts management. Terminal Server, Lotus Notes email account management, PBX systems (Lucent and Samsung). Solid understanding of client/server, networking, and Internet technologies fundamentals.

Customer Service, ITIL v3, Cobit 5, Processes Improvement Management, Project Management.

Education

Bachelor Degree in Project Management and Administration at ITT Technical Institute, Richardson, Texas/2015.

Associate Degree in Network Systems Administration at ITT Technical Institute, Florida/2012.

Associate in Arts Degree in Computer Information Systems at Miami Dade College, Florida/2009.

Member Project Management Institute Dallas Chapter.

Recent Work Experience

May 2013 – January 2015 Microsoft Irving, TX

Bilingual eCommerce Support Engineer

Hired by CompCon Tech Consulting, worked on assignment with Microsoft Corporation.

Participated on an inbound priority-based queue to answer North America, Latin America, EMEA (Europe, Middle East, Africa), and Asia Pacific customers and Windows Store developers.

Provided client support to Windows 8/Windows Phone Developers. Acted as a technical backbone for broad and complex issues with developer account management.

Provided support for Windows Store/Phone application development, which included the online advertisement (Microsoft PubCenter), fraud, content infringement, as well as the side loading of application packages using Windows PowerShell and the Windows Management framework 4.0.

Acted as a Tier 3 accounts and billing representative. Provided support and guidance to Microsoft Office 365 consumers and partners.

Acted as a focal point for end-to-end issue resolution.

Heraldria Ferreira Continued Page 2

Maintained strong working knowledge of released products. Took ownership for product improvement and participated in pre-release activities and Beta Programs.

Improved product quality by delivering feedback, regarding known-issues to the operations and to the product engineering team.

Queried support tools, internal sites, and SQL databases for investigation of issues reported.

June 2012 – November 2012 Research in Monition (RIM)

Specialist, BlackBerry Technical

Primarily responsible for providing highly effective BlackBerry technical support issues.

Collected information and performed initial troubleshooting of Desktop, Handheld, and BlackBerry Internet Service & BlackBerry Enterprise Server inquiries.

August 2010 – May 2012 Navalimpianti USA

Spare Parts/Sales Assistant

Responsible for negotiations, logistics and technical operations between Italy/USA.

Responsible for preparing quotes, proposals, prices, commercial invoices, purchasing, procurement, negotiations with clients and providers, shipping documents, inventory control, customer service, logistics and technical operations.

International Work Experience (Brazil)

November 2001 – October 2004 W. H. B. do Brasil Ltda.

Support Analyst

Managed Technical Support team in two branch offices of the Corporation.

Assisted in developing IT budgets for capital and operational costs.

Purchased and negotiated IT hardware and software.

Maintained IT procedures.

May 2001 – November 2001 Nestle do Brasil Ltda.

Helpdesk Analyst

Maintained IT procedures.

Client support through remote access

Installed and configured software

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