Beto Maia
Omaha,NE
Summary
Experienced project coordinator with expertise in web design, system administration, and data analysis. Skilled in developing comprehensive plans, managing priorities, and enhancing team communication. Proven ability to deliver on deadlines and support cross-functional collaboration in diverse environments. Bilingual in Portuguese, with conversational Spanish proficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Hudl
Lincoln, Nebraska
07.2024 - Current
- Delivered Tier 1 technical support to coaches and athletic staff, resolving software, video, and data-related issues with a strong focus on first-contact resolution and customer satisfaction.
- Consistently exceeded performance metrics in ticket quality, response time, and customer feedback, leading to selection as Area of Responsibility (AoR) for Focus.
- Served as FastModel AoR, acting as a subject-matter resource for teammates by handling escalations, documenting workflows, and improving troubleshooting efficiency.
- Collaborated cross-functionally with product, engineering, and training teams to surface recurring issues, contribute to knowledge base improvements, and support platform reliability.
Web Designer (Independent Contractor)
MaiaWebDev
Omaha, NE
01.2010 - Current
- Accountable for the design and development of websites and associated marketing branding to create a viable online presence.
- Aggregate key website data reports and present statistics to managers and decision-makers to allocate resources properly.
- Maintain constant communication with owners regarding updating inventory, maintaining database integrity, and image generation/editing.
- Liable for end-customer inquiries and relevant information retrieval and relay to ownership from proper customer relationship management.
Systems Administrator
Toast Inc.
Omaha, NE
09.2023 - 01.2025
- Monitored system performance, communicated, and resolved issues such as outages, dropped calls, and abandonment rates, and participated in meetings to translate business requirements into technical specifications.
- Ran PowerShell scripts to automate onboarding, offboarding, and employee worldwide team information.
- Create and implement new dialing campaigns, IVRs, and dialing lists as business units and stakeholders require.
- Recommend additional reporting structures tailored to different campaigns, all while facilitating the translation of business requirements into technical specifications.
- Analyze and propose system configuration changes to enhance functionality, provide technical support for multi-system operations, and troubleshoot errors.
- Developed and implemented system security policies, procedures, and standards for the organization.
Customer Care Advisor
Toast Inc.
Omaha, NE
01.2023 - 09.2023
- Manage Case queue of customers with questions about their service agreement, and accounts via phone and email correspondence.
- Investigate inquiries related to contracts, charges, or fees and explain findings fully with a consultative approach to requests, offering empathy.
- Increase satisfaction with Toast POS ensuring customers are delighted, handling customer credits and any account-related revisions.
- Cross-functional collaboration to ensure we provide a great customer experience.
Networking Administrator
Toast Inc.
Omaha, NE
10.2021 - 01.2023
- Support customers using a cloud-based POS system to ensure restaurant functionality, security, and PCI compliance while documenting steps to resolutions and escalations.
- Support restaurant operators with network and hardware issues such as configuring static IPs, Meraki router appliances, DHCP, and Ubiquity access points.
- Resolve immediate concerns and identify potential issues and suggest value-added features and benefits of compatible products as appropriate.
- Promptly addressing customers with a personable response to inquiries made by the Salesforce ticketing system, all while thoughtfully questioning and actively listening to uncover the root cause.
Project Manager/Data Analyst (Contract)
The University of Nebraska Medical Center
Omaha, NE
12.2020 - 01.2022
- Developed an online survey to research COVID-19 awareness and to help understand the knowledge, attitudes, and behaviors regarding the COVID-19 vaccine.
- Aggregated and formatted survey respondent data into a database for shared peer review.
- Analyzed survey information and verified data integrity for accurate customer reporting.
- Created a cloud-based solution for secure offline survey response database access.
Clinical Sales Representative
Nephroceuticals
Miamisburg, Ohio
12.2008 - 12.2009
- Drove new product adoption within assigned territory by establishing relationships with nephrologists and renal care facilities, expanding market presence, and generating qualified sales opportunities.
- Managed lead qualification and pre-sales engagement, initiating conversations, identifying customer needs, and advancing prospects through the early stages of the sales funnel.
- Delivered targeted product education and live demonstrations to clinical stakeholders, clearly communicating value propositions and supporting informed purchasing decisions.
- Maintained and strengthened customer relationships through consistent follow-up, CRM documentation, and coordination with sales leadership to support pipeline development and territory growth.
Education
Bachelor of Science - Bioinformatics, Computer Science
The University of Nebraska At Omaha
Omaha, NE01.2026
Associate of Liberal Arts and Sciences - Liberal Studies
Metropolitan Community College
Omaha, NESkills
- Data analysis
- Technical support
- Project management
- System administration
- Web development
- Customer service
- AI Prompting
- Machine Learning/Generative AI Prompting
Certification
- Google Cloud Platform Big Data and Machine Learning Fundamentals.
- Smart Analytics, Machine Learning, and AI on Google Cloud Platform.
- Modernizing Data Lakes and Data Warehouses with Google Cloud Platform.
- Building Resilient Streaming Analytics Systems on Google Cloud Platform.
- Building Batch Data Pipelines on Google Cloud Platform.
- Data Engineering, Big Data, and Machine Learning on Google Cloud Platform Specialization.
- Data Engineering with Google Cloud Specialization.
- Introduction to Generative AI with Chat GPT.
- Python Object Oriented Programming.
Volunteer Experience
The University of Nebraska at Omaha, Omaha, NE, Prescribed Burn Volunteer, 12/15/20, Current, Assist in plot burning to prevent invasive species damage and maintain the general health of the Glacier Creek, T.L. Davis Preserves. This is in conjunction with the University of Nebraska Omaha Biology Department.
Research
University of Nebraska at Omaha, Omaha, NE, Covid-19 Research Analyst, 05/01/20, 01/31/22, Research project with the broad goal of discussing biomedical research and creating a community. The specific project focused on the COVID-19 viral genomic spread and mutation movement between Nebraska and Iowa. The secondary goal attempted to research and analyze COVID-19 medical industry papers and raw data with the future goal of getting published in an industry journal.
Timeline
Technical Support Representative
Hudl
07.2024 - Current
Systems Administrator
Toast Inc.
09.2023 - 01.2025
Customer Care Advisor
Toast Inc.
01.2023 - 09.2023
Networking Administrator
Toast Inc.
10.2021 - 01.2023
Project Manager/Data Analyst (Contract)
The University of Nebraska Medical Center
12.2020 - 01.2022
Web Designer (Independent Contractor)
MaiaWebDev
01.2010 - Current
Clinical Sales Representative
Nephroceuticals
12.2008 - 12.2009
Bachelor of Science - Bioinformatics, Computer Science
The University of Nebraska At Omaha
Associate of Liberal Arts and Sciences - Liberal Studies
Metropolitan Community College