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LUIZ EDUARDO DA SILVA TEIXEIRA

@luizeduardodasilvate

IT support and service desk professional at Fujitsu and Amazon, resolving Alexa bugs and improving support documentation.

Spain

Message

At Fujitsu, I provided Level 1 and Level 2 technical support, resolving incidents with Jira Service Desk and ServiceNow. I also created troubleshooting guides and a knowledge base to support agent onboarding and training.

At Amazon, I analyzed and corrected user interactions for Alexa Data Service, investigating recurring errors and documenting findings. I also worked on Spanish and Portuguese market process migration, standardized operating procedures, and high-complexity Alexa bug resolution.

In my current freelance work with Invisible Technologies, Innodata, and Mercor, I review digital content and user interactions against quality guidelines and SLAs. I identify and correct errors, prioritizing concurrent cases by urgency and deadline.

Experience

Work history, roles, and key accomplishments

Current

Freelance Data & Quality Analyst

Current

Invisible Technologies / Innodata / Mercor

Jan 2022 - Present (4 years 9 months)

Reviewed and validated large volumes of digital content and user interactions against strict quality guidelines and SLAs. Identified, logged, and corrected errors following structured procedures, similar to incident triage in a support environment.

Data Annotation Quality Assurance SLA Compliance Incident Triage Prioritization

Data Analyst – Alexa Data Service (ADS)

Amazon

Jan 2019 - Dec 2022 (3 years 11 months)

Analyzed and corrected high-volume user interactions with a voice assistant, resolving issues related to streaming and smart home devices. Investigated recurring error patterns and documented findings in structured reports using Tableau and internal systems.

Data Analysis Tableau Alexa Voice Services Troubleshooting Documentation

Service Desk Analyst (Level 2)

Fujitsu

Jan 2017 - Dec 2019 (2 years 11 months)

Provided Level 2 technical support, processing service requests accurately and within procedure. Logged, tracked, and resolved incidents daily using Jira Service Desk and ServiceNow, and coordinated with global teams to clarify requirements.

Jira Service Desk ServiceNow Incident Management Troubleshooting Documentation

Service Desk Agent (Level 1)

Fujitsu

Jan 2015 - Dec 2017 (2 years 11 months)

Provided first-line IT support, triaging incoming cases and escalating complex issues. Guided end users through troubleshooting steps by phone and ticketing system, maintaining accurate records of client interactions.

IT Support Incident Triage Escalation Management Ticketing Systems Customer Service