My goal is to keep developing myself in an international team in customer support operations. My expertise is healthcare IT applications but can also easily learn almost any application. I bring 15+ years of experience in supporting applications(B2B and end-users) both on premise and cloud and I’m a fast learner and independent worker while also a teamworker.
Looking for a job
Carlos Araujo
@carlosaraujo
Senior Support Analyst at Philips Healthcare supporting remote patient monitoring and connected medical devices, with customer satisfaction of 98% or higher.
BrazilWhat I'm looking for
At Philips Healthcare, I provided international Level 1 and Level 2 support for remote patient monitoring platforms, connected medical devices, and digital healthcare solutions. I supported customers in the United States, Canada, and Australia, troubleshooting cloud systems and API integrations while working to meet SLA targets.
In my Senior Support Analyst role, I used Salesforce, ServiceNow, and Zendesk for ticket management and incident tracking. I also supported workload distribution and process improvements within the customer support team; reported outcomes included customer satisfaction levels of 98% or higher.
Earlier at Philips Healthcare, I supported more than 1,500 healthcare institutions across Latin America using Philips Health Information Systems (HIS) Tasy and EMR solutions. I participated in migrations from Delphi to Java and then HTML5, and supported hospital administrative and financial processes.
My experience also includes hospital IT support at Hospital Santa Catarina de Blumenau and customer support for ERP software at AMcom Sistemas de Informação. I completed a specialization in Health Informatics at UNIFESP and an MBA in Project Management at Fundação Getúlio Vargas (FGV).
Experience
Work history, roles, and key accomplishments
Provided international Level 1 and Level 2 technical support for Remote Patient Monitoring platforms and connected medical devices, ensuring system availability and SLA compliance. Led operational support activities, managed tickets via Salesforce, ServiceNow, and Zendesk, and achieved high customer satisfaction.
Provided technical and functional support to over 1,500 healthcare institutions across Latin America using Philips HIS Tasy and EMR solutions. Participated in technology migrations, created technical documentation, and trained users in Portuguese and English.
AI
Technical Support Assistant
AMcom Sistemas de Informação
Sep 2012 - Jan 2013 (4 months)
Provided customer support for ERP software, including retail and digital supply chain systems.
HB
IT Support Analyst
Hospital Santa Catarina de Blumenau
Sep 2010 - Jul 2012 (1 year 10 months)
Provided technical and functional support to users of EMR/ERP systems in clinical and administrative departments. Worked on system configuration, report development, and user training, and served as an internal ISO 9001 auditor.
HB
Administrative Assistant
Hospital Santa Catarina de Blumenau
Jul 2009 - Sep 2010 (1 year 2 months)
Handled electronic processing of medical claims and organization of clinical records in a digitized hospital environment, supporting billing and health information management.
Education
Degrees, certifications, and relevant coursework
Universidade Federal de São Paulo
Specialization, Health Informatics
2023 - 2025
Specialization in Health Informatics completed in March 2025, totaling 520 hours.
OR
O'Reilly
Certificate, Cybersecurity
2023 - 2023
Completed CompTIA Cybersecurity Analyst course in 2023.
OR
O'Reilly
Certificate, Linux Security
2023 - 2023
Completed Linux Basic Security course in 2023.
Universidade Federal de São Paulo
Extension Course, Health/Healthcare Administration/Management
2021 - 2021
Extension course in Telemedicine and Digital Transformation in Healthcare: Management, Innovation and Leadership, completed in July 2021, totaling 60 hours.
Fundação Getúlio Vargas
Master of Business Administration (MBA), Project Management
2015 - 2017
MBA in Project Management (PMBOK) completed in 2017, totaling 432 hours.
Universidade Regional de Blumenau
Bachelor's Degree, Business Administration and Management
2009 - 2013
Bachelor's degree in Business Administration and Management completed in 2013, totaling 4,300 hours.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
BrazilAuthorized to work in
Salary expectations
40k+ USD
Social media
Job categories
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