Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
Generic
FILIPE LOURENCO

FILIPE LOURENCO

Frederiksberg

Summary

I am a energetic and ambitious IT Technology (Network) graduate with extensive experience in customer and technical support.

Committed to excellence and known for effective problem resolution, client engagement, and follow-ups. Proficient in creating comprehensive documentation for community assistance and skilled in bug debugging. Experienced in 2nd level support, product support and also with some knowledge of QA testing, I consider myself a valuable asset in any customer or technical support role.

Furthermore, I have a passion with communication, helping people and I am really easy going person easy to adapt to any environment.

Overview

10
10
years of professional experience

Work History

Technical Support Specialist

Monsido - Powered by Acquia
Ballerup, Copenhagen
11.2021 - Current
  • Second and Third-Level Support: Provide advanced support as both a second and third-level specialist, resolving complex technical issues efficiently and ensuring customer satisfaction.
  • Use Jira and Intercom support software to efficiently manage and track support tickets, prioritize tasks, and collaborate with cross-functional teams. Support on accessibility initiatives to ensure our products and services met the highest standards of inclusivity, complying with WCAG guidelines and industry best practices.
  • Conducted bug testing, employing a meticulous approach to identify, reproduce, and isolate software defects across various platforms and environments.
  • Proficient in debugging techniques, leveraging advanced troubleshooting methodologies and tools to diagnose and resolve intricate technical issues promptly.
  • Regex (Regular expression): Execute test and apply on the product so that the customer can have a better experience on the product.
  • Innovated by creating custom support browser web tools, empowering team members with specialized utilities and extensions to streamline workflows, automate repetitive tasks, and improve productivity.
  • Utilized Postman software for API testing and debugging, ensuring seamless integration and reliability of applications and services.
  • HTML, CSS, and JS: Possessed a basic understanding of HTML, CSS, and JS to address frontend issues and contribute to web development tasks.
  • Utilize coding skills to enhance user support and improve overall user experience.
  • GTM (Google Tag Manager) Integration Support: Provided assistance with GTM integration, ensuring seamless implementation and management of tracking tags and scripts.
  • GitHub basics: Be able to create PRs and test locally in order to be sure the changes do not affect the system and product.
  • QA testing: provide help on manual and automated QA testing for the product.

Technical Support Specialist

Cybot ApS
Copenhagen, Copenhagen
02.2020 - 11.2021
  • Customer Support: Proactively engaged with customers to ensure their satisfaction with support interactions and resolved any issues. Maintained open communication channels to address concerns and provide ongoing assistance via Zendesk.
  • Contribution to community documentation to assist users with common issues and questions. Ensured that documentation was clear, accessible, and up-to-date to empower users and foster a supportive community environment.
  • Bug Debugging: Conducted thorough bug debugging to identify and resolve issues efficiently, ensuring smooth operation of products and services. Collaborated with cross-functional teams to address root causes and implement effective solutions.
  • HTML, CSS, and JS: Possessed basic understanding of HTML, CSS, and JS to address frontend issues and contribute to web development tasks. Utilized coding skills to enhance user support and improve overall user experience.
  • GTM (Google Tag Manager) Integration Support: Provided assistance with GTM integration, ensuring seamless implementation and management of tracking tags and scripts. Collaborated with clients to understand their tracking needs and configured GTM accordingly for optimal performance.

Technical Supporter

Mono Solutions ApS
Copenhagen N, Copenhagen
03.2017 - 02.2020
  • Provide 2nd level support d in resolving complex technical issues efficiently and satisfying customers' and Partners' needs.
  • Use Jira Software to manage and track support tickets and projects, contributing to a better workflows and collaboration across teams.
  • Utilize Postman software for API testing and debugging, ensuring seamless integration and reliability of applications and services.
  • Domain and email Management: Managed domain name registrations and email set up services, guiding clients through the selection process and ensuring smooth integration.
  • Create comprehensive internal and external documentation to facilitate knowledge sharing and streamline support processes.
  • HTML and CSS: Possessed basic understanding of HTML and CSS for frontend support and troubleshooting tasks, contributing to the resolution of user interface issues.

Sales and Technical Supporter

One.com
Copenhagen, Copenhagen
02.2015 - 03.2017
  • Sales and technical support: Provided exceptional sales and technical support, specializing in WordPress, MySQL, and FTP troubleshooting. Built strong client relationships by resolving issues promptly and effectively, contributing to increased sales and customer satisfaction.
  • SuperUser of the platform Website Builder: Company Website Builder platform, offering guidance and crafting user-friendly guides to enhance usability. Played a key role in improving platform functionality and empowering users to maximize their experience.
  • Utilized Zendesk to streamline support processes, ensuring timely resolution of customer inquiries. Maintained high satisfaction ratings by delivering personalized assistance and exceeding performance targets consistently.
  • Domain Name, Hosting, DNS and NS: Managed domain name registrations and hosting services, guiding clients through the selection process and ensuring smooth integration. Optimized domain DNS and nameserver configurations for enhanced website performance and security.

Education

AP - IT Technology Network

KEA - Copenhagen School Of Design And Technology
03.2014

Language School - Communication Studies

Studieskolen
Copenhagen

Skills

  • HTML, CSS and JS (basic)
  • Programming C (starter)
  • Microsoft Visual Studio
  • Security (Encryption, certificates, Firewalls, access Control, and Server security)
  • Network (network design and Technical solutions)
  • VirtualBox
  • Microsoft Office and Windows Server 2003 and 2008
  • Domains and domains DNS
  • Zendesk helpdesk
  • Intercom helpdesk
  • Jira Software and Confluence
  • Postman software
  • Domain Name, DNS and Name servers
  • Email Administration and configuration
  • Wordpress
  • MySQL
  • FTP
  • Chrome debugging tools
  • Software Debugging

Languages

  • Portuguese
  • English
  • Danish (basic)
  • Spanish (basic)

Timeline

Technical Support Specialist

Monsido - Powered by Acquia
11.2021 - Current

Technical Support Specialist

Cybot ApS
02.2020 - 11.2021

Technical Supporter

Mono Solutions ApS
03.2017 - 02.2020

Sales and Technical Supporter

One.com
02.2015 - 03.2017

AP - IT Technology Network

KEA - Copenhagen School Of Design And Technology

Language School - Communication Studies

Studieskolen

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FILIPE LOURENCO