Technical Customer Support
Resume:
Roger DaSilva
T ECHNICAL SUPPORT PROFESSIONAL
Employment History
TECHNICAL CUSTOMER SUPPORT (Bilingual), ServiceNow, Remote 2 0 2 2 — 2 0 2 3
• Conducted a high volume of troubleshooting meetings with international technology partners and Fortune 500 corporations on ZOOM, calls, and support tickets
• Worked with IT directors and admins to solve complex technical issues within the ServiceNow SaaS platform
• Collaborated with platform experts across multiple global time zones to provide root cause analysis and solutions to internal and external knowledge base articles
• Investigated data and change management incidents under extreme SLA urgency and high business impact pressure obtaining optimum CSAT scores
• Performed real-time interpreting/translations between subject matter experts and IT professionals in Brazilian Portuguese
TECHNICAL CUSTOMER SUPPORT, ESTsoft, Inc., Irvine, CA 2 0 2 0 — 2 0 2 2
• Executed investigations and data analysis on online game back-end database file logs
• Managed accounts and support tickets from customers with billing, technical, and operational issues
• Created, translated, and edited bilingual (English/Portuguese) website content, customer communications, and social media copy
• Promoted, produced, and moderated live-streaming events on the web ACCOUNT MANAGER, Red Panda Co, LLC, Long Beach, CA 2 0 1 5 — 2 0 2 0
• Successful co-founder and director of sales, account management, sourcing, and logistics operations of consumer goods on Amazon and other e-commerce marketplace platforms
• Maximized profit margins to raise annual revenue from $0 to over $400K in 3 years
• Developed partnerships with large retail and wholesale vendors for product sourcing
• Managed an efficient system of logistics leveraging expertise in packaging, listing, and shipping products through Amazon Seller Central, Inventory Lab, and UPS services
MANAGING DIRECTOR, Arista Passport And Visa Services, Burbank, CA 2 0 1 2 — 2 0 1 5
• Directed business development, sales, and marketing efforts with existing clientele (Disney, Warner Brothers, USC, etc.)
• Copywrote and published the company website in WordPress and official form templates for internal and client-facing printed materials
• Created and executed social media strategies (Facebook, Twitter, Yelp)
• Led a successful business turnaround, increasing company profitability by over 300% in 3 years
Contact
Ph: 310-***-****
Irvine, CA
United States
**************@*****.***
Links
Skills
Mac OS
Windows
Microsoft 365
SaaS
Google Workspace
CRM (Zoho, Salesforce)
ServiceNow
Video Conferencing (Zoom,
AnyDesk, TeamViewer, Skype,
Google Meet)
YouTube Content Creation
WordPress, HTML
Canva
ChatGPT
Languages
English
Portuguese
Spanish
MICROSOFT SaaS ACCOUNT REPRESENTATIVE, Arvato, Santa Clarita, CA 2 0 1 1 — 2 0 1 2
• Delivered IT solutions to international C-level executives and IT directors
• Provided bilingual (English/Portuguese) sales and customer support to Microsoft end users and partners using cloud services (Office365, Dynamics, and BPOS)
• Managed cloud software sales, onboarding, and fielding support tickets for customers with billing, technical, and operational issues BUSINESS DEVELOPMENT, Fonyu Machinery, Remote
2 0 1 0 — 2 0 1 1
• Directed new business development (sales, marketing, distribution, logistic operations, and partnerships) in Brazil
• Designed and performed high-level technical sales presentations and customized capital equipment quotes to business owners, C-level executives, and decision-makers
• Managed all import/export operations with multi-language sales staff, customs agents, and key partners
• Coordinated international executive teams’ meetings in Brazil
• Customized and procured international logistics, travel visas, passports, and permits for trade shows, conferences, and exhibits BUSINESS DEVELOPMENT, Sutherland Presses, Malibu, CA 2 0 0 9 — 2 0 1 0
• Directed international sales of capital equipment made in Taiwan to customers in the auto industry in South America
• Performed technical interpreting and translating (English/Portuguese) in international trade shows in the U.S. and South America
• Generated sales leads and a new customer database for multimillion-dollar B2B sales pipelines
• Directed all local sales and marketing efforts in Brazil
• Managed all import/export operations, customs, logistic partnerships, and sales strategies in Brazil
FOUNDER/MANAGING DIRECTOR, Expert Visas And Passports, Beverly Hills, CA
2 0 0 5 — 2 0 0 9
OPERATIONS MANAGER/CONSULAR LIAISON, CIBT, Inc., Boston, MA/Los Angeles, CA
2 0 0 0 — 2 0 0 5
Education
BA, Universidade Federal Fluminense, Rio de Janeiro, Brazil
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