Talita Araujo
ALEXANDRIA,VA
Summary
ServiceNow Expertise: Incident Management, Problem Management, Change Management, Service Catalog, CMDB, ITOM, ITSM, ITBM
Detail-oriented help desk with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Help Desk Associate
Blue Arrow Solutions
05.2021 - 07.2022
- Designed and developed an employee management system using Java and MySQL for backend
- Implemented features such as employee login, leave management, attendance tracking, and payroll management
- Utilized MVC architecture and JSP/Servlet for front-end development
- Worked with a team to design and develop software solutions for clients
- Developed and maintained web-based applications using Java and Python
- Participated in the entire software development life cycle including requirement gathering, designing, coding, testing, and deployment
- Collaborated with other developers to troubleshoot and resolve technical issues.
- Streamlined help desk processes for quicker response times to support requests.
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
- Completed troubleshooting at off-site locations.
- Engaged service providers and vendors in logging support or service tickets.
- Delivered comprehensive software training sessions to boost user proficiency and adoption rates.
- Mentored junior team members in best practices for help desk operations.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Reduced call handle time with effective communication and problem-solving skills.
- Stayed up-to-date on industry trends, allowing for proactive identification of potential challenges or opportunities for improvement within the organization''s IT infrastructure.
Teaching Assistant
Montgomery College
08.2020 - 05.2021
- Promoted discussion and collaborative learning with students
- Partnered with Computer Science faculty mentors
- Worked with students both in and outside of class for all Computer Science courses
- Mentored students and helped them to achieve their goals and improve their programming skills.
Administrative Assistant
Dom Cabral
08.2018 - 09.2020
- Provided day-to-day administrative support, including answering phone calls, sorting and distributing mail, organizing and filing documents, scheduling, creating spreadsheets and reports, and data entry
- Prepared and edited documentation supporting proposals and projects, maintained complex Excel spreadsheets and assisted with data analysis
- Entered large sets of data into the computer system and developed and updated spreadsheets to track, analyze and report on performance data
- Received and routed incoming calls and e-mails to the intended recipients and departments and took accurate and detailed messages as needed
- Greeted and directed incoming visitors, representing the company professionally and courteously
- Drafted correspondence, documents, and forms and received and distributed incoming mail and packages.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
Bootcamp -
Virginia Tech
09.2022
Associate of Arts in Computer Science -
Montgomery College
Rockville, MD05.2020
Bachelor of Science in Computer Science -
Uniceub
Brasilia, Brazil05.2017
Skills
- Programming Languages: Java, Python, C, SQL
- Knowledge in object-oriented programming principles
- Familiarity with software development life (SDLC)
- Ability to troubleshoot and debug code
- Operating Systems: Windows, Linux, macOS
- Development Tools: Eclipse, Visual Studio Code, NetBeans, Pycharm
- Experience with database management system like MySQL
- Familiarity with version control tools like Git
- Excellent problem-solving and analytical skills
- Good communication and teamwork abilities
Certification
- ServiceNow Certified System Administrator
- CIS-ITSM Certified
- ITIL Foundation Certification
- ServiceNow Certified Implementation Specialist
Custom
IMPACT MC, Montgomery College, 09/01/19, 05/31/20, Helped fundraise for several charities., Learned leadership skills and was given responsibilities for planning several events.
Languages
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Help Desk Associate
Blue Arrow Solutions
05.2021 - 07.2022
Teaching Assistant
Montgomery College
08.2020 - 05.2021
Administrative Assistant
Dom Cabral
08.2018 - 09.2020
Bootcamp -
Virginia Tech
Associate of Arts in Computer Science -
Montgomery College
Bachelor of Science in Computer Science -
Uniceub
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