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Pedro Lobo Antunes Nolasco
Technical Support Analyst at Continent 8 Technologies @Continent 8 Technologies
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WORK HISTORY
Technical Support Analyst at Continent 8 Technologies @Continent 8 Technologies
Dublin, IE
EDUCATION
Learning@Xerox
Lean Six Sigma - Green Belt
Liceu Nacional D. Pedro V
Leaving certificate
Liceu Rainha D. Leonor
Junior Certificate / Curso geral dos liceus
Learning@Xerox
QwikSolver "Plus 1"
Learning@Xerox
Lean Six Sigma - Yellow Belt
SKILLS
ABOUT PEDRO LOBO ANTUNES NOLASCO
Internal IT administration and management, technical support, Windows client and server systems, MacOS and networking, Order management, managing hardware, 17+ years experience in Customer Service on global and dedicated help desks. Worked with Global multinational contracts, providing excellent service in troubleshooting, order management and all customer service-related tasks solving issues in a successful manner and engaging with worldwide Service Desks and 3rd party service providers. Controlled and adapted processes for the Global Service Desk. Checked service quality according to customer demands/contract specifics achieving very short SLAs. Provided daily operational support for B2B global corporate contracts on processes, systems and procedures providing efficient and flexible responses to operational issues in order to maintain SLAs and ensure full customer satisfaction. Processed orders and transactions control of deliveries on time, and managed warehouses to achieve customers\' SLAs. Managed with engineer’s dispatches to fix issues in the smallest time frame. Provided experienced customer service level 1 and 2 points of contact. Gained extensive knowledge of CRM systems such as Service-Now, ITSM, Remedy and others, and service desk systems such as Jira, by Atlassian, Kayako and XSM. 25 years of experience in retail management including negotiations, stock and inventory control and analysis, order management, collections and HR in multinational companies. Strongly motivated with excellent people skills, relationship-building capabilities, and conflict resolution experience towards a diverse multicultural target population. Skilled and experienced in working directly with senior management and solving issues in a successful manner. Excellent ability to drive teams to exceed their targets, and inspire teams with a good working atmosphere fulfilling the company’s spirit and requirements. As hobbies, I like to build/refurbish Dollhouses and create Model Railway Trains layouts N Gauge = 1:160 and also do DIY.
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