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
1
1
Certification
5
5
years of professional experience
Work History
Technical Support Representative
Hudl
Lincoln, Nebraska
07.2025 - 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.
- Exceeded performance metrics in ticket quality, response time, and customer feedback, resulting in selection as Area of Responsibility (AoR) for Focus.
- Handled escalations, documented workflows, and improved troubleshooting efficiency as FastModel AoR.
- Collaborated with product, engineering, and training teams to identify recurring issues, enhance knowledge base, and support platform reliability.
- Contributed to the "New Hudl Focus" (formerly Nexus) Testing and Development team.
Systems Administrator
Toast Inc.
Omaha, NE
09.2023 - 01.2025
- Developed and implemented system security policies, procedures, and standards for the organization.
- Analyzed and proposed system configuration changes to enhance functionality and troubleshoot errors for multi-system operations.
- Monitored system performance, resolved outages, dropped calls, and abandonment rates, and translated business requirements into technical specifications during team meetings.
- Ran PowerShell scripts to automate onboarding, offboarding, and employee worldwide team information.
- Created and implemented new dialing campaigns, IVRs, and dialing lists based on business unit needs.
- Recommended tailored reporting structures for different campaigns while translating business requirements into technical specifications.
Customer Care Advisor
Toast Inc.
Omaha, NE
01.2023 - 09.2023
- Increase satisfaction with Toast POS ensuring customers are delighted, handling customer credits and any account-related revisions.
- Managed case queue of customer inquiries about service agreements and accounts through phone and email correspondence, ensuring timely resolutions.
- Investigate inquiries related to contracts, charges, or fees and explain findings fully with a consultative approach to requests, offering empathy.
- Collaborated cross-functionally to enhance overall customer experience by addressing service-related issues effectively.
Networking Administrator
Toast Inc.
Omaha, NE
10.2021 - 01.2023
- Assisted restaurant operators with network and hardware issues, configuring static IPs, Meraki routers, DHCP, and Ubiquity access points to maintain operational efficiency.
- Supported customers with cloud-based POS system, ensuring restaurant functionality, security, and PCI compliance while documenting resolutions and escalations.
- Resolved immediate concerns and identified potential issues while suggesting value-added features and benefits of compatible products.
- Addressed customer inquiries through Salesforce ticketing system, employing active listening and questioning to uncover root causes.
Education
Bachelor of Science - Bioinformatics, Computer Science
The University of Nebraska At Omaha
Omaha, NEAssociate of Liberal Arts and Sciences - Liberal Studies
Metropolitan Community College
Omaha, NESkills
- Technical support
- Customer issue resolution
- Technical troubleshooting
- Software installation support
- Data analysis
- Data visualization
- System administration
- Project management
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, 12/01/20, 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
07.2025 - 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
Bachelor of Science - Bioinformatics, Computer Science
The University of Nebraska At Omaha
Associate of Liberal Arts and Sciences - Liberal Studies
Metropolitan Community College