Matheus Silva

Passionate IT Customer Service Professional | Brazilian-Luxembourguer

Over 8 years of dedicated experience in IT customer service, committed to continuous learning and driving positive impact in every interaction.

Firm believer in the power of exceptional customer service to create lasting impressions and build strong relationships with clients and colleagues.

Key Strengths:

· Team Player: Collaborative mindset, skilled at promoting teamwork and fostering a sense of unity among team members

· Self-Management: Proactive and organized, with a focus on delivering results.

· ITIL v4 Certified: Ensuring service delivery aligns with industry best practices

· Lean Six Sigma Yellow Belt: Skilled in process optimization and efficiency improvement.

· Highly Communicative: Effective communicator, both written and verbal, fluent in Portuguese and English.

· In-depth Technical Knowledge: Extensive experience in IT support services, proficient in SQL, JAVA, and HTML analysis.

· Problem-Solving Champion: Client-centric and solution-oriented approach to complex challenges.

· Strategic Vision: Broad perspective acquired through diverse experiences, ensuring alignment with business objectives.

· Dynamic Presenter: Strong presentation skills honed through delivering impactful sessions.

Outside the Office: Passionate about spending quality time with family, exploring new destinations through travel, and immersing myself in outdoor activities, particularly in nature.

Results-driven IT Support professional with 8 years of experience in Service Desk and Implementation Management for SAAS companies. Strong communication skills, both technical and non-technical, facilitating effective problem solving and knowledge sharing. Responsible for the operational management of a team with 13 teammates, setting daily priorities and helping teammates in incident analysis. Committed to staying updated with emerging technologies and industry best practices. Within the last 12 months, I have also dedicated myself to training local and international teams in an effort to improve technical knowledge and documentations in the Support area.

I hold an Associate of Applied Science (A.A.S) degree in Internet Systems and recently obtained ITIL v4 and Lean Six Sigma Yellow Belt certifications.