Sabrina Veneziani
Taubate - SP,SP
Summary
Proven Support Analyst with a track record of enhancing system performance and customer satisfaction at Atos Global IT Solutions And Services. Expert in application support and problem-solving, significantly streamlining support processes. Skilled in ITIL processes and incident management, adept at delivering tailored solutions that meet client needs.
Overview
7
7
years of professional experience
Work History
Support Analyst
Atos Global IT Solutions And Services
02.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Created user accounts and managed access control.
- Collaborated with cross-functional teams to implement solutions that enhanced system performance.
- Conducted thorough analysis of user requirements, delivering tailored solutions to meet client needs.
- Supported users with software, hardware and network issues.
Service Desk Analyst
Tigs Tecnologia
08.2021 - 12.2022
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
Developer Programmer
Expertise Tecnologia em Desenvolvimento de Sistema
TAUBATE, SP
2017 - 2019
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
Education
Licenciatura - Pedagogia
FACULDADE ANHANGUERA
TAUBATE10.2020
MBA - Engenharia De Banco De Dados Com Oracle, SQL Serve
Faculdade Infnet
EAD - Marilia03.2019
Bachelor of Science - Sistema De Informação
Unitau
Taubate12.2010
Skills
- Application support
- Support ticketing systems
- Incident Management
- ITIL Processes
- System standards documentation
- Software Knowledge
- Hardware support
- Data Compiling
- Cost-benefit analysis
- Trend Analysis
- Recordkeeping skills
- Debugging
- Helpdesk operations
- Technical assistance
- Problem-Solving
- Ticket management
- Virtualization Technologies
- MySQL
- Error Detection
- Employee Computer Support
- Microsoft Windows and Office
- Data Recovery
- Database Management
- Microsoft ASPNET
- Analytical and Methodical
- Service Schedule Coordination
- System Performance Assessments
- Microsoft Visual C
- UNIX Shell Scripting
- Microsoft SQL Servers
- JavaScript
- Python
- PHP
- C#
Languages
English
Limited Working
Timeline
Support Analyst
Atos Global IT Solutions And Services
02.2023 - Current
Service Desk Analyst
Tigs Tecnologia
08.2021 - 12.2022
Developer Programmer
Expertise Tecnologia em Desenvolvimento de Sistema
2017 - 2019
Licenciatura - Pedagogia
FACULDADE ANHANGUERA
MBA - Engenharia De Banco De Dados Com Oracle, SQL Serve
Faculdade Infnet
Bachelor of Science - Sistema De Informação
Unitau
Similar Profiles
Suriya RenganathanSuriya Renganathan
Consultant at Atos Global IT Solutions and Services Pvt LtdConsultant at Atos Global IT Solutions and Services Pvt Ltd
Sekar MSekar M
Operations Manager at Atos Global IT Solutions and Services Private LtdOperations Manager at Atos Global IT Solutions and Services Private Ltd
VINAYAK PATILVINAYAK PATIL
Service Delivery Manager, Western Australia HSS at ATOS Global IT Solutions and Services Private LimitedService Delivery Manager, Western Australia HSS at ATOS Global IT Solutions and Services Private Limited
Harshal AmreHarshal Amre
Sr. Service Manager, Enterprise Batch Management at ATOS Global IT Solutions And Services Pvt. Ltd.Sr. Service Manager, Enterprise Batch Management at ATOS Global IT Solutions And Services Pvt. Ltd.
Marcelo GomesMarcelo Gomes
Administrador financeiro at Academia Reforce FitnesAdministrador financeiro at Academia Reforce Fitnes