First analyst - service desk

Providing IT services for users. On my daily tasks I had to deal with different issues such as computer slow performance, e-mail not sending or receiving, Skype call issues, Java blocking other programs and also the high urgency issues that could affect tires production.
I received around 19 tickets each day which helped the team accomplish at least 70% of the tickets that we received on a daily basis, I solved 65% of them and escalated the remaining with the correct teams. 
Providing follow up to the high urgency tickets with the correct teams from United States and India, to make sure they would get solved as fast as possible.
I also was in charge of sending emails to my team if there was a general problem with the connections or the servers.
Having an excellent customer service allowed me to have 100% of overall satisfaction. 
Floor support at least two times a week for two hours, helping my co-workers improving their customer experience, including metrics, and sharing my best advices, I also trained new people.

Ensino secundário completo, universidade apenas até o 3 semestre em administração de empresas.