Open to opportunities

willian santos

@williansantos

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Proactive support manager with a focus on technological solutions.

Zimbabwe

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What I'm looking for

I seek a role that allows me to leverage my support management skills while fostering a collaborative and innovative work environment.

I'm a dedicated professional with a strong background in support management and a commitment to delivering high-quality results. My journey began with a technical education in computer science, which laid the foundation for my career in IT support. Over the years, I have honed my skills in various roles, including as a Support Analyst and Support Manager, where I have consistently sought to improve processes and enhance customer satisfaction.

Currently, I am working at ERBCOM as a Support Analyst, where I leverage my knowledge of the latest technological trends to provide effective solutions. My previous experience as a Support Manager at Duobox and as a Level 2 Support Manager at Dipelnet has equipped me with the skills to lead teams and manage complex support issues efficiently. I am passionate about using technology to drive business success and am always eager to learn and grow in my field.

Experience

Work history, roles, and key accomplishments

Analista de Suporte

ERBCOM

Jan 2024 - Present (1 year 5 months)

Provided technical assistance and support to users, resolving hardware and software issues efficiently. Managed and maintained IT systems, ensuring optimal performance and minimal downtime.

Technical Support Troubleshooting IT Systems Customer Service Network Administration

Gerente de Suporte

Duobox

Jan 2023 - Present (2 years 5 months)

Led a team of support analysts, overseeing daily operations and ensuring high-quality service delivery. Implemented new support processes and tools to enhance efficiency and customer satisfaction.

Team Leadership IT Service Management Customer Support Process Improvement Technical Training Performance Monitoring Ticketing Systems

Gerente de Suporte N2

Dipelnet

Jan 2017 - Present (8 years 5 months)

Managed escalated technical issues, providing advanced troubleshooting and resolution for complex problems. Supervised a team of N1 support specialists, ensuring adherence to service level agreements.

Troubleshooting Technical Support SLA Management System Administration Problem Solving

Auxiliar Administrativo

Globoaves Agro Avícola

Jan 2014 - Present (11 years 5 months)

Performed various administrative tasks, including data entry, record keeping, and document management. Supported office operations to ensure smooth daily functioning and organizational efficiency.