Anna Beatriz
@annabeatriz
Resolvo incidentes SaaS e Service Desk N1 com atendimento bilíngue e foco em SLAs.
BrazilWhat I'm looking for
Atuo na Chat2Desk diagnosticando contas, configurações, automações e fluxos de atendimento em uma plataforma SaaS omnichannel. Registro ocorrências, proponho soluções e escalo chamados para N2 com contexto completo.
Em suporte remoto N1 para o setor de bilhetagem, monitorei servidores e serviços com Zabbix e Grafana, tratei indisponibilidades e acompanhei jobs em ambiente Java. Trabalhei de forma autônoma em ambiente de missão crítica, mantendo comunicação clara e cumprimento de SLAs.
Tenho conhecimento em SQL, Microsoft 365 e fundamentos de TI, além de espanhol avançado C1 para atendimento bilíngue. Estou estudando Python e Azure AZ-104 para evoluir em cloud e infraestrutura.
Experience
Work history, roles, and key accomplishments
Analista de Suporte Técnico N1
Chat2Desk
Jul 2026 - Present (2 months)
Provide remote technical support, access client accounts to diagnose issues, analyze automations, and escalate to N2 with complete context. Handle client interactions via chat and other channels, ensuring clear and empathetic communication.
Suporte Técnico Remoto N1
Service Desk
Jan 2025 - Jan 2026 (1 year)
Monitored servers and services in real time using Zabbix and Grafana, identifying and handling outages before impacting clients. Performed initial incident triage, opening, tracking, and escalating tickets to N2 via internal ticketing system.
Education
Degrees, certifications, and relevant coursework
UNIG
Bacharelado em Enfermagem, Nursing
2026 -
Pursuing a Bachelor's degree in Nursing at UNIG, expected to graduate in the future.
Microsoft
AZ-104 – Azure Administrator, Azure Administration
2026 -
Currently studying for the AZ-104 Azure Administrator certification from Microsoft.
Phython
Programação em Python do básico ao avançado, Python Programming
2026 -
Currently studying Python programming from basic to advanced level.
FGV
SQL - Structured Query Language, SQL
2026 - 2026
Completed the SQL - Structured Query Language course at FGV in 2026.
Fundação Bradesco
Pacote Office 365 | Microsoft 365, Office 365
2026 - 2026
Completed the Office 365 | Microsoft 365 course at Fundação Bradesco in 2026.
IBM SkillsBuild
Web Development Fundamentals, Web Development
2026 - 2026
Completed the Web Development Fundamentals course from IBM SkillsBuild in 2026.
SIELE
Espanhol Avançado - C1, Spanish
2022 - 2022
Earned the SIELE certification for Advanced Spanish (C1) in 2022.
Fundação Bradesco
Fundamentos de TI: Hardware e Software, Information Technology
2026 - 2026
Completed courses in IT Fundamentals and Office 365 at Fundação Bradesco in 2026.
SENAC
Curso de Design Gráfico, Graphic Design
2022 - 2023
Completed a Graphic Design course at SENAC from 2022 to 2023.
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Job categories
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