Osvaldo Gomes

Osvaldo Miguel dos Santos Moreira Gomes

IT Technician, Quality and Trainer with more than 20 years of experience in various sectors, including roles in renowned organizations such as Worten, Manpower, Endesa, Proef, MEO, and CRH.


Skills

ITIL 80%
Virtualization 75%
Windows 85%
Linux 80%
Python 65%
Networking 85%
Generative AI 60%
RPA 65%
VoIP / IP Telephony 80%

Work Experience

HelpDesk Quality and Training
  • Lead the multifunctional team in implementing programs and ensuring service quality.
  • Formulate and implement corrective and preventive actions.
  • Develop and implement training procedures and materials.
  • Prepare technical documentation for different ecosystems and platforms
  • Treatment and analysis of Key Performance Indicators (KPIs).

Help Desk Technician
  • Provide first-line IT support through remote platforms for tools and applications.
  • Proactive monitoring of application errors, ensuring continuous preventive and corrective maintenance.

BackOffice Assistant
  • Respond to customer queries by phone and email.
  • Manage and analyze customer debts, focusing on customer satisfaction.

Telecommunications Technician
  • Play a key role in the installation, expansion and maintenance of state-of-the-art fiber optic networks.
  • Conduct fault diagnosis and acceptance procedures for newly established fiber optic routes.

Communication and Marketing Assistant
  • After-sales support
  • Create engaging content for various social media platforms.
  • Graphic design development and marketing materials.
  • Customs clearance of various equipment sold by the company.

Technical Customer Support Representative
  • Proactively identify and resolve anomalies reported by customers on fiber and copper networks.
  • Identify customer needs and present available solutions.

Owner IT GeekAssiste
  • Provide high-level technical support to the public, combining in-person and remote assistance.
  • Diagnose and fix hardware problems and software errors.

IT Technician
  • Ensure the maintenance of critical IT services, including email, fileshare, VPN, telephony and virtualization.
  • Provide end user support from a variety of tools and systems.

Help Desk
  • User support in various applications and systems, focusing on Windows/Linux, Erlang C and Call Management System environments.
  • Treatment and analysis of Key Performance Indicators (KPIs).

Client Support Agent
  • Interaction with customers in Portuguese and English, demonstrating excellent communication skills.
  • Manage inqueries and complaints in the front office, demonstrating commitment to customer satisfaction.