Annellise Santos

Managed governance for a global client portfolio, enhancing collaboration between clients and internal teams. Conducted onboarding for new customers, identified renewal risks, and led a squad of analysts to address customer issues. Created status reports in Jira to visualize customer environment evolution.

Provided support for Atlassian products, performing root cause analysis and troubleshooting. Assisted customers with Jira automation and created knowledge base articles for the support team. Worked with various operating systems and cloud services.

Assisted in the Finance application segment, handling user incidents and monitoring alerts. Executed scripts in Oracle and SQL databases, and provided training for new team members.

Led a team in providing IT support across Finance and HR applications. Participated in executive calls and improved KPIs through strategic actions. Executed scripts in Oracle and SQL databases.

Provided IT support and user training in hospitals, focusing on configuration management and license management.

Managed user accounts in Active Directory, including creating new users and managing permissions.

Provided support for Federal court servers, assisting customers with software and printer driver installations.

Assisted internal users with application support through various communication channels. Developed documentation for recurrent issues.

Managed IT governance tasks including license management and configuration management. Contributed to the IT budget and researched new tools.

Provided IT support including VPN configuration, printer installation, and troubleshooting internal applications.

Pursuing a Post-Degree MBA in Customer Experience Management, emphasizing strategies to enhance customer satisfaction and loyalty.

Completed a Post-Degree in Project Management with an emphasis in IT, focusing on managing IT projects effectively.

Completed a degree in Analysis and Development of Systems, focusing on software development and system analysis.