Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Gisele Alves

Dublin,Irlanda

Summary


Driven and analytical with keen ability to understand and solve complex technical issues, demonstrating strong problem-solving skills and excellent communication abilities. Proficient in systems analysis, process improvement, and technical support, excelling in collaborative environments. Committed to delivering impactful solutions and driving technological advancements in IT Support Analyst role.

Overview

18
18
years of professional experience
8
8
years of post-secondary education

Work history

IT system analyst

Unimed
Goiania, Brasil
03.2022 - 03.2025
  • Handled the migration of data during system upgrades smoothly.
  • Improved system efficiency by conducting regular software updates and patches.
  • Managed helpdesk queries efficiently, leading to improved customer service ratings.
  • Assisted in new software implementation projects, resulting in improved productivity.
  • Participated in software testing activities to ensure quality outcomes.
  • Provided prompt assistance to staff for resolving IT-related issues.
  • Boosted client satisfaction by providing timely remote IT support.
  • Offered IT support during key meetings and events.
  • Produced accurate and consistent IT documentation and version control systems.
  • Presented system changes and improvements during staff meetings.
  • Utilised SQL to extract relevant information for reporting purposes.
  • Collaborated cross-functionally to meet project deadlines, delivered consistent results.

IT support analyst

Profarma-Distribuidora de Medicamentos
Goiania, brasil
06.2010 - 01.2015
  • Coordinated with team members, achieving project deadlines.
  • Developed technical manuals for user guidance.
  • Assisted in the migration of servers for smoother transitions.
  • Managed data backups, ensuring information security.
  • Provided technical support for improved user experience.
  • Resolved system errors with comprehensive diagnostic tests.
  • Tested new software applications before deployment.
  • Installed software updates to improve system stability.
  • Handled sensitive data, guaranteeing confidentiality.
  • Contributed to helpdesk operations by answering customer queries.
  • Investigated and diagnosed customer's technical and product queries.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Provided testing and systems administration support as required by multi-disciplinary teams.
  • Assisted wider customer service teams to produce external user guides and internal support tools.
  • Collaborated effectively with team members to meet project deadlines.
  • Improved team communication by organising weekly meetings.
  • Upsold extras to help increase daily revenue intakes.

IT support assistant

Universidade UNIRV
Rio Verde, Brasil
01.2007 - 12.2009
  • Set up user accounts and permissions for secure access control.
  • Provided prompt assistance to staff for resolving IT-related issues.
  • Participated in software testing activities to ensure quality outcomes.
  • Contributed to business continuity plans, safeguarding vital data.
  • Conducted staff training sessions, enhancing overall IT literacy within the company.
  • Assisted in new software implementation projects, resulting in improved productivity.
  • Managed helpdesk queries efficiently, leading to improved customer service ratings.
  • Collaborated on team projects to deliver results under tight deadlines.
  • Offered IT support during key meetings and events.
  • Presented system changes and improvements during staff meetings.
  • Produced accurate and consistent IT documentation and version control systems.
  • Prepared equipment for staff use, installing cables, operating systems, and software.
  • Installed new software for users and monitored version and patch update requirements.
  • Offered technical advice to programmers and developers to help optimise designs.
  • Delivered reliable, high quality technical support to average of [Number] users daily.

Education

Diploma of Higher Education - Ciência da Computação

UniRv- University of Rio Verde
Rio verde; Brasil
08.2004 - 12.2009

NVQ Level 1 - IT Governance

Ipog
Goiania, Brasil
02.2022 - 12.2024

Skills

  • Customer support services
  • System testing techniques
  • Systems integration expertise
  • Decision making capacity
  • Data Modelling
  • System analysis
  • IT project management
  • Interpersonal savvy
  • Customer Service
  • Team Leadership
  • Data analysis
  • Customer relationship management
  • Database administration

Languages

Portuguese
Fluent
English
Elementary

Timeline

IT system analyst

Unimed
03.2022 - 03.2025

NVQ Level 1 - IT Governance

Ipog
02.2022 - 12.2024

IT support analyst

Profarma-Distribuidora de Medicamentos
06.2010 - 01.2015

IT support assistant

Universidade UNIRV
01.2007 - 12.2009

Diploma of Higher Education - Ciência da Computação

UniRv- University of Rio Verde
08.2004 - 12.2009

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Gisele Alves