Geraldo Nascimento
San Bruno,CA
Summary
Customer-focused Technical Support Specialist with 18+ years of experience in client operations, logistics coordination, and high-volume case management. Google-certified in Technical Support Fundamentals with hands-on experience in Windows troubleshooting, Salesforce CRM, and remote support environments. Skilled in resolving complex technical and service-related issues while maintaining high customer satisfaction. Fluent in English, Portuguese, and Spanish. Authorized to work in the United States.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Measure Technician
Home Depot
San Bruno, CA
05.2025 - Current
- Conduct daily field service appointments using company-issued mobile devices and digital measurement software to collect and document technical project data.
- Utilize digital applications and system-based tools (similar to CAD platforms) to input measurements, edit project details, and ensure accurate order processing.
- Troubleshoot on-site project discrepancies, clarify specifications with customers, and prevent installation or order errors.
- Collaborate with store associates, supervisors, and installation teams to ensure accurate data transfer and seamless project execution.
- Maintain strict attention to detail, minimizing measurement discrepancies and reducing costly rework or service delays.
- Independently manage daily routes, schedules, and service-level expectations in a fast-paced, field-based environment.
- Provide professional, customer-focused technical support while serving as a primary service representative for clients.
Ride Share drive
Lyft
San Francisco Bay Area
04.2017 - 05.2025
- Delivered safe and reliable transportation services in a high-volume, fast-paced metropolitan environment.
- Maintained consistently high customer satisfaction ratings through professional communication and service excellence.
- Utilized GPS navigation systems and mobile application technology to optimize routes and ensure timely arrivals.
- Managed multiple ride requests simultaneously while adhering to safety standards and compliance regulations.
- Resolved customer concerns calmly and efficiently in high-pressure situations.
- Operated independently, managing scheduling, time optimization, and vehicle readiness.
Travel agent / Driver tour guide
Independent travel agency
San Diego, CA
08.2017 - 01.2024
- Designed and coordinated customized local and international travel packages, including transportation, lodging, and activity scheduling.
- Prospected new clients, generated leads, and closed sales for tour packages and transportation services.
- Managed end-to-end client experience from booking to trip completion, ensuring high satisfaction and repeat business.
- Coordinated airport, train, and bus transfers while maintaining professional customer service standards.
- Provided detailed information on destinations, itineraries, and local attractions to enhance client experience.
- Handled scheduling logistics, route planning, and real-time problem resolution.
- Operated independently while managing multiple clients, bookings, and timelines simultaneously.
Travel agent / Driver tour guide
AvantGarde LLC
San Diego, CA
01.2016 - 03.2019
- Developed and sold customized local and international travel packages, including transportation, accommodations, and activity planning.
- Generated new business through client outreach, referrals, and relationship-building.
- Closed sales and processed tour and transportation bookings.
- Coordinated detailed travel itineraries and logistics to ensure seamless customer experiences.
- Provided in-person guest support, airport transfers, and destination guidance.
- Delivered accurate information on attractions, events, and local services.
- Resolved scheduling changes and client concerns in real time.
Manager / Director
X Travel
Rio de Janeiro, Brazil
05.2011 - 10.2015
- Led operations for a full-service travel agency specializing in domestic and international travel.
- Planned and managed complex travel itineraries including airline ticketing, cruises, tours, lodging, and ground transportation.
- Coordinated customized travel solutions based on client budgets, preferences, and timelines.
- Built and maintained partnerships with airlines, hotels, transportation providers, and tourism vendors.
- Resolved high-priority customer service issues including missed flights, overbooked accommodations, and itinerary changes.
- Educated clients on international travel requirements including visas, passports, customs, and vaccinations.
- Managed client relationships from consultation through trip completion, ensuring satisfaction and repeat business.
Tour sales agent
NZ Travel
Rio de Janeiro, Brazil
12.2009 - 01.2011
- Explored points of interest, tourist attractions, conferences, nightlife, shows, restaurants, sports and outdoors activities.
- Prepare tour packages, transportation routes, schedule sports and outdoors activities.
- Prospect new clients, closing deals and operating them.
Transportation dispatcher
Royalcoop Limousine
Rio de Janeiro, Brazil
02.2007 - 01.2009
- Prospect new clients, sell executive transportation services, and coordinate 80 luxury cars and drivers.
- Worked closely with the management team to develop new and lucrative services for potential customers.
- Ensure schedules, track routes to assure the transports are met accordingly.
- Negotiate contracts with outside travel and transportation companies, assign drivers to routes, handle customer complaints, and investigate issues.
- Review and arrange all transportation paperwork inclusive of driver logs, trip reports and invoices.
Education
Diploma - undefined
Marco Polo Technical School
Rio de Janeiro, Brazil01.2006
Associate degree - International Business
University of California, Irvine
Irvine, CA01.2000
Bachelor of Science - Physical Education
University of Gama Filho
Rio de Janeiro, Brazil01.1984
Skills
Windows OS Troubleshooting
Basic Networking (TCP/IP, DNS, Wi-Fi)
Salesforce CRM & Case Management
Remote Support (Phone, Email, Chat)
Ticket Documentation & Escalation
Microsoft 365 / Office Suite
System Configuration & User Support
Hardware & Software Diagnostics
CORE COMPETENCIES
Customer Satisfaction & Retention
Problem solving
High-Volume Case Management
SLA Awareness
Cross-Functional Collaboration
Process Improvement
Conflict Resolution
Multilingual Communication ( English / Portuguese / Spanish)
Certification
- Google IT Support Professional Certificate
- Issued: December 2025 | No Expiration
- Technical Support Fundamentals
- Operating Systems (Windows & Linux)
- System Administration & IT Infrastructure
- Networking Basics (TCP/IP, DNS, DHCP)
- IT Security Fundamentals
Timeline
Measure Technician
Home Depot
05.2025 - Current
Travel agent / Driver tour guide
Independent travel agency
08.2017 - 01.2024
Ride Share drive
Lyft
04.2017 - 05.2025
Travel agent / Driver tour guide
AvantGarde LLC
01.2016 - 03.2019
Manager / Director
X Travel
05.2011 - 10.2015
Tour sales agent
NZ Travel
12.2009 - 01.2011
Transportation dispatcher
Royalcoop Limousine
02.2007 - 01.2009
Diploma - undefined
Marco Polo Technical School
Associate degree - International Business
University of California, Irvine
Bachelor of Science - Physical Education
University of Gama Filho