Nadilza Smith
Roswell,Georgia
Summary
Organized, self-motivated, and versatile IT professional that has a wide array of experiences. Fluent in SQL, Python, programming languages. Knowledgeable of JavaScript, CSS , React, NodeJS, database structures and visualizations, with experience in networking and system/product support. Thrives in dynamic, fast-paced environments, demonstrating adaptability, creativity and a proactive approach to problem solving. Has a focus on customer experience both internal and external while getting satisfaction from delivering an effective solution to customer challenges
Overview
9
9
years of professional experience
1
1
Certification
Work History
Product Support Analyst
Mailchimp
02.2022 - 11.2023
- Managed escalated cases, ensuring timely resolution and maintaining strong client relationships.
- Participated in product testing phases, ensuring optimal functionality prior to release dates.
- Responded to customer inquiries and provided technical assistance over phone and chat.
- Provided exceptional customer service, addressing concerns promptly and accurately.
- Maintained thorough knowledge of product offerings, staying current with industry trends and best practices.
- Collaborated with cross-functional teams to improve product features based on customer feedback.
Network Engineer
ITS Brasil
12.2017 - 12.2021
- Detected intrusion attempts and promptly responded to DDoS attacks.
- Created VPN infrastructure and allowed for secure remote connections.
- Performed troubleshooting for Juniper, Cisco and packet analysis.
- Collaborated with vendors to identify best options for optimizing network performance.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Established robust infrastructure and data capacity for new applications.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Managed, tracked and coordinated problem resolution and escalation processes.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Contributed to implementation and support of SNMP monitoring software and other network monitoring tools..
Technical Support Analyst
ITS Brasil
08.2014 - 12.2017
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Leveraged SQL queries for troubleshooting complex issues, leading to quicker resolutions.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and quickly troubleshot errors.
Education
Bachelor Of Business Information Systems -
University Ruy Barbosa
Brasil12.2016
Skills
- Python , SQL, R
- Pandas , NumPy
- SQL Server, MySQL, BigQuery
- Excel
- Tableau
- AWS
- Machine Learning
- API Integrations
- Problem-Solving
- Critical Thinking
- Attention to Detail
Certification
- Google Data Analytics - Training 180 Hours
- Python - Training 120 Hours
Languages
Portuguese
Native or Bilingual
English
Full Professional
Timeline
Product Support Analyst
Mailchimp
02.2022 - 11.2023
Network Engineer
ITS Brasil
12.2017 - 12.2021
Technical Support Analyst
ITS Brasil
08.2014 - 12.2017
Bachelor Of Business Information Systems -
University Ruy Barbosa
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