At BT Group, I provided technical guidance to customers and partners across LATAM, researching and documenting operational issues and coordinating with technical teams to resolve complex cases.
As a Service Request Coordinator – IT, I managed 70–100 daily support requests through ServiceNow. I also contributed to process improvements that reduced overdue cases by more than 50%.
As an IT Support Specialist – Voice, I provided first-line support by phone, email, and chat, documenting resolutions in ServiceNow and following ITIL best practices. I also supported field engineers with remote troubleshooting and customer updates.
Earlier, as an IT Service Desk Analyst at Tata Consultancy Services, I resolved an average of 600 requests per month and contributed to process standardization and knowledge base development. My experience also includes partner account relationships at AIESEC Brazil and case research and documentation at Ministério Público do Estado de Rondônia.
