Open to opportunities

Gabriel M User

@gabrielmuser

Message

I resolve Tier 1/2 support issues across POS, fiscal systems, payments, printers, and remote operations.

Brazil

Message

What I'm looking for

I'm seeking remote Technical Support, IT Support, Technical Support, or Support Operations opportunities, including international teams and support operations that apply generative AI.

At Ipê Digital, I provide Tier 1/2 technical support for corporate retail and service clients, resolving POS, printer, fiscal-document, payment, software, hardware, and integration issues in high-demand environments. I also wrote the team’s label-printer training manual, now used for onboarding.

I manage support workflows in Pipefy, communicate with clients across Hyperflow channels, and use generative AI and prompt engineering to improve documentation and recurring operational routines. My background at DNA Soluções, Algar Telecom, and Callink combines remote and on-site support, customer communication, troubleshooting, CRM routines, and process follow-up.

Experience

Work history, roles, and key accomplishments

Current

IT Support Analyst II

Current

Ipê Digital

May 2023 - Present (3 years 4 months)

- Provide Tier 1/2 technical support to corporate clients across retail and
service operations, diagnosing and resolving hardware, software, and
integration issues in high-volume, time-sensitive environments.

- Configure and troubleshoot POS/PDV environments, thermal and label printers
(Argox, Zebra, Elgin), and peripheral devices remotely, handling driver
conflicts, connectivity fail

Troubleshooting POS Configuration Thermal Printers Electronic Fiscal Device (EFD)NFC E Stone Pipefy Generative AI Prompt Engineering Technical Documentation Remote Support Hardware: Desktops Treinamento Suporte Técnico Resolução De Problemas

IT Support Analyst | Computer Support Technician

DNA Soluções

Jan 2022 - Apr 2023 (1 year 3 months)

• Provided on-site and remote technical support to end users, diagnosing and resolving hardware, software, and peripheral-related issues.

• Performed preventive and corrective maintenance on desktop computers, laptops, printers, and equipment used in corporate environments.

• Assisted users through in-person, phone, and chat support, explaining technical procedures and solutions clearly.

• Regi

Hardware: Desktops Treinamento Espírito De Equipe Suporte Técnico Experiência Do Cliente Centrais De Atendimento Windows Atendimento ao Cliente Suporte Ao Cliente

Technical Support & Customer Service Representative

Algar Telecom

Mar 2020 - Jun 2022 (2 years 3 months)

• Delivered customer service and first-line technical support in a corporate telecommunications environment.

• Registered, tracked, and updated customer requests through customer service systems and CRM tools.

• Guided customers on services, changes, available solutions, and relevant opportunities according to their needs.

• Developed skills in communication, problem-solving, negotiation, and c

Negotiation Hardware: Desktops Espírito De Equipe Experiência Do Cliente Centrais De Atendimento Atendimento ao Cliente Suporte Ao Cliente

Customer Service & Sales Representative

Callink

Feb 2018 - Feb 2020 (2 years)

• Handled inbound and outbound customer interactions in a target-driven contact center operation.

• Identified customer needs, provided information, presented appropriate solutions, and conducted interactions with clear communication.

• Documented customer interactions and followed up on requests through the operation’s CRM routines.

• Developed practical skills in negotiation, persuasion, conf