Marisa Sa De Sousa
IT Technician
Abbotsford,British Columbia
Summary
IT Support Specialist eager to find novel and productive solutions for customer issues. Committed to address complaints and queries with thorough research and expert critical thinking skills to problem resolution and customer satisfaction. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Computer Operator
London Drugs LTDA
Richmond, Canada
05.2019 - 02.2023
- Improved operations by monitoring error and stoppage messages, observing peripheral equipment, and making sustainable adjustments in the processes.
- Significantly reduced user problems by answering questions and requests via email and telephone calls.
- Effectively monitored and manipulated daily system jobs as well as generated reports from batch jobs and distributed to end-users.
- Contributed to team effort by accomplishing related results as needed through proven exceptional verbal/written communication and time management skills.
- Technologies used: RDP, SQL, System Center Operations Manager (Microsoft SCOM), IBM AS400, IBM Tivoli Storage Manager, Active Directory, Windows Servers, Jira, Confluence, Microsoft Teams, Office 365, Zoom.
Technical Customer Service Representative
Embratel
Sao Paulo, Brazil
05.2007 - 06.2014
- Led a team of 20 network managers who were responsible for approximately 200 companies; ensured thorough training of the company’s high standard of service excellence and conducted regular constructive performance reviews.
- Handled phone calls, providing network support for both customers and field technicians, providing excellent customer service over the phone while interacting with people and helping to resolve their issues
- Ensured high level of customer satisfaction by providing technical support to internal and external clients regarding internet network issues using strong communication skills and customer service oriented aptitude
- Proven ability to work effectively in a demanding environment while handling multiple tasks, prioritizing multiple activities and meeting deadlines
- Technologies used: WAN/LAN, TCP/IP, Cisco Routers/Switches, Alcatel Lucent, Nortel Frame-Relay
Technical Customer Service Representative
Vivo SA
Sao Paulo, Brazil
08.2006 - 05.2007
- Maintained and adhered to the organization’s operational procedures and completed appropriate documents reducing duplication of efforts and miscommunications between departments.
- Handled inbound and outbound calls (call center experience), providing support to cellular networks.
- Created an operations manual and an agent’s protocols document which resulted in a decrease in customer complaints by 50%.
- Technologies used: GSM, HP TeMip.
Telecommunications Technician Trainee
Embratel
Sao Paulo, Brazil
10.2004 - 03.2005
- Acted as a liaison between vendors and clients.
- Performed preventative maintenance and provided backup system information.
- Recorded and analyzed data tests results.
- Maintained safe work environment by following codes, standards, and legal regulations.
- Technologies used: WAN/LAN, TCP/IP, Cisco Routers/Switches, Alcatel Lucent, Nortel Frame-Relay
Education
Business English And Communication -
International Language Schools of Canada
Vancouver, BC 08.2014 - 10.2014
Degree of Technologist - Management Information Technology
Nove De Julho University
Sao Paulo - Brazil 08.2010 - 12.2012
Diploma - Telecommunications Technician
Getulio Vargas College
Sao Paulo - Brazil 08.2003 - 12.2004
Skills
Troubleshootingundefined
Timeline
Computer Operator
London Drugs LTDA
05.2019 - 02.2023
Business English And Communication -
International Language Schools of Canada
08.2014 - 10.2014
Degree of Technologist - Management Information Technology
Nove De Julho University
08.2010 - 12.2012
Technical Customer Service Representative
Embratel
05.2007 - 06.2014
Technical Customer Service Representative
Vivo SA
08.2006 - 05.2007
Telecommunications Technician Trainee
Embratel
10.2004 - 03.2005
Diploma - Telecommunications Technician
Getulio Vargas College
08.2003 - 12.2004
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