Giovana Padua

**** ***** **** *** – FL ***** C: 754-***-**** adfnl8@r.postjobfree.com

Linkedin: https://www.linkedin.com/in/giovana-padua-653506103/

Professional Aspirations: Talented and hardworking professional looking for an opportunity to grow in the user support field.

Work History

Experis Manpower Group. – Concierge Ambassador 02/01/2019 – 06/30/2019, 10/01/2019 – 12/15/2019

Office 365 Concierge Engineer Tier II (Remotely)

Installation, configuration, and support of Microsoft Office 365 on various customer platforms.

Responsible for efficiently managing the relationship with customers while accurately documenting ticket activity, details, and outcomes.

Communicate with corporate customers via telephone, written correspondence, and electronic services for technically complex problems.

Provide front-line administrator and end user support for multiple customers.

Responsible for identifying customer’s needs and providing a solution.

Recognize trends and reoccurring problems.

Administration of applications within the Office 365 suite.

Collaborate with other engineers to find solutions. (Including Support Engineers at different levels and

technology areas).

Initiate shift to shift hand-off of open service requests as needed to facilitate ongoing customer support within teams/shifts.

Responsible for writing detailed documented instructions to customers.

Teleperformance USA. – Microsoft Partners CSP Ambassador 08/31/2015 – 01/30/2018

LATAM Office 365 Exchange Online Engineer Tier II

Provided customer support for O365 and Exchange Online for Microsoft Partners and general customers in Brazil through Remote sessions, Enterprise customers (150 + licenses, Concierge Ambassador);

Partners Support engineer including Syndicated Partners, and Cloud Solutions Provider;

Support the Outlook application (Versions 2003, 2007, 2010, 2011, 2013 for Mac, and 2016);

Microsoft Office 365 Support Engineer for Brazilian Enterprise Customers (250+ licenses) and Portugal Premier customers;

Provided customer support for O365 applications for Windows, Mac and Linux;

Provided customer support for Microsoft mobile and tablet applications;

Provide assistance to Office 365 Global Administrators and Partners; Office 365 Support including Exchange Online and Lync Online; Office 365 deployment;

Work with Customers to solve emergency issues such as Service Interruption and reduce business impact;

Identify customer needs and recommend best practices and products to increase productivity;

Assisted in Customer and User Education (including training issues);

General desktop support, knowledge of various Microsoft products including Exchange Server

Experience in providing support for Hybrid Environments

Extensive knowledge in Office 365 and Exchange Online EAC, as well as knowledge in Active Directory and familiar with AD Connect, PSTN Conferencing, Powershell, Hybrid Environments, Hybrid Migrations

Leader Volunteer, 10/2011 - 11/2017

The Vine Church – Coconut Creek (year 2011 and part of 2012 I volunteered in Georgia same church but different campus).

Responsible for developing children’s Sunday service curriculum

Responsible for developing children’s small groups service curriculum

Lead outdoor small groups from 8 -12 children ages (4 – 10) in different neighborhoods based on a weekly basis.

Together with my team I was responsible for one Sunday service a month.

Taught Sunday School at least once a month.

Provided training to new leaders

I was responsible for a team of 6 leaders.

Developed many activities for children’s events and parties.

Lead students in activities planned

Summer Camp and After School Counselor, 06/2014 - 08/2015

G3 America – Margate

Responsible for organizing fairs

Tutoring students Pre K – 5th graders with all school subjects

Plan events for school facility

Host games and competitions

Develop new curriculum for school year and summer camp

Lead students in activities planned

Pick up children from school

Take children on field trips.

Private Tutor, 06/2012 - 06/2014

Tutored 2nd grade student with homework and projects. All subjects.

Tutored 3nd grade student with homework and projects. All subjects.

Tutored 5nd grade student with homework and projects. All subjects.

Overall assisted with all subjects, afterschool work activities and projects at student’s houses.

Skills

•Extensive knowledge of Microsoft applications

•Knowledge in general computer Windows, Mac systems and mobile software

•Fluent in English and Portuguese, limited proficient in Spanish

•Quick learner adapted to fast-paced environment

•Exceptional organizational skills

•Self-starter and able to work under minimal management

•Ability to Work Under Pressure

•Empathic listener and persuasive speaker

•Ability to work efficiently in a team

•Experience with writing curriculums for children

Education:

Florida Atlantic University – Boca Raton, FL

B.A. in Biological Sciences 2015 – August 2020

Palm Beach State College – Boca Raton, FL

Associates of arts, 2016

Monarch High School - Coconut Creek, FL

High School Diploma: Secondary school, 2014

References:

Samuel Padua – Experis Manpower Group – Office 365 Concierge Ambassador: 954-***-****

Maria Silva– Team Manager for customer support at Galderma Laboratories, L.P.: 978-***-****

Ana Rojas – Microsoft Account Manager at Teleperformance: 561-***-****

Contact this candidate