Helio Neto

Provided ERP technical support for external customers, directly impacting industrial production lines by resolving tickets with agility and clarity. Specialized in error diagnosis, collaborating with development departments and utilizing Postman and SQL to correct invoice issuance errors.

Managed customer support and account management for a music streaming SaaS, utilizing LivePerson CRM and Guru for knowledge base management. Consistently achieved high CSAT scores throughout tenure.

Operated in VIP and Tier 1 support for leading mass media and video game companies, consistently achieving top CSAT scores with a monthly average of 4.85 out of 5.0. Researched and implemented methods to improve CSAT through empathy and diplomatic communication, providing workshops to the team.

Provided user account support for Heineken and server monitoring for clients including Hershey's and Santander. Developed PowerShell solutions to streamline workload and eliminate post-go-live backlog.

Resolved a long-standing deadlock involving configuration errors within the Sophos application in collaboration with India's IT Security team. Dedicated to the installation and configuration of Telefónica's new Active Directory link and Cryptography equipment, ensuring a safer network environment.

Planned and executed a multi-day tech/geek culture event with over 500 attendees. Created schedules, coordinated communication, and led cross-functional tasks.

Supervised IT operations at International Ship Docking bases, responsible for equipment inventory. Managed user accounts through Active Directory and phone extensions via Cisco Call Manager.

Provided services for Match IT / FIFA during the World Cup, including setting up the entire press complex and credentials area at Maracanã Stadium. Managed inventory and configuration of mobile devices for FIFA officials and participants.

Collaborated in the bidding phase by compiling and documenting vendor proposals, supporting decision-making through structured comparisons. Maintained and organized the SharePoint repository for cross-functional team access, ensuring documentation integrity.

Studied Systems Analysis and Design at Estácio de Sá University from 2010 to 2012. This program provided a foundational understanding of IT systems and their development.