Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Research
Timeline
Generic

Felisberto 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

15
15
years of professional experience
1
1
Certification

Work History

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.
  • Analyze and propose system configuration changes to enhance functionality, providing technical support for multi-system operations, and troubleshooting errors.
  • 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.
  • Gathered data on customer needs to identify, predict, and evaluate system and network requirements.
  • 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

Education

Bachelor of Science - Bioinformatics

The University of Nebraska At Omaha
Omaha, NE

Associate of Liberal Arts and Sciences - Liberal Studies

Metropolitan Community College
Omaha, NE

Skills

  • IT procedure development
  • Program installations
  • Software testing
  • Network administration
  • Support request management
  • Capacity planning
  • Microsoft Office Suite
  • Network performance monitoring
  • Hardware troubleshooting
  • System monitoring
  • Troubleshooting and maintenance
  • Network protocols
  • Help desk software
  • Technical support

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, 12/01/15, 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

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

Bachelor of Science - Bioinformatics

The University of Nebraska At Omaha

Associate of Liberal Arts and Sciences - Liberal Studies

Metropolitan Community College

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