Sarah Oliveira Silva
Location: Brazil - São Bernardo do Campo - ZIP Code:-.
Phone number: -
E-mail:-LinkedIn Profile: https://www.linkedin.com/in/sarah-oliveira-silva-325a76227
Objective
With over 1.5 years of experience as a Sr. Technical Representative at Concentrix Global HelpDesk and certification in Business Intelligence (including advanced Excel skills), I am seeking a Freelance Translator, IT HelpDesk Specialist or Customer Attendance.
Professional Experience:
Concentrix Brazil – Sr. Technical Representative, Global Service Desk - November, 2022 – Present.
Provided technical IT support via phone and company tools for the LATAM region of Concentrix.
• Proficient in SCCM and expertise in Active Directory.
• Comprehensive knowledge of tools such as Ping, VPNs (FortiClient, Cisco, and Global Protect), Trace Route, Default Gateway, and 2-factor authentication.
• Full knowledge of remote access tools.
• Advanced English proficiency required for bilingual customer contact and support.
Bilingual Customer Service - November 2022 - November 2020 (Remote).
Provided QuickBooks support via phone, email, and chat.
Communicated with clients to establish and understand their needs.
Contact logging in English.
Issued invoices, receipts, and general accounting knowledge.
Access control in the tool.
Conducted remote access to assist the client.
Academic Qualifications:
• Bachelor's in Information Technology Management – Started June 2023 – In progress (Expected Completion: December 2025) – Institution: Centro Universitário Internacional UNINTER.
• High School with specialization in Chemistry – Completed in 2019 - School: ETEC Raposo Tavares.
Plus qualifications:
Advanced/Fluent English (C1) - Cultura Inglesa – No TOEFL/IELTS certificate.
Intermediate Spanish (B1) – Self-taught – No proficiency certificate.
Courses: Business Insights & Intelligence Group – Softskills/Concentrix University – Certificate issued by Concentrix University, valid for 1 year. (Certification includes: Advanced Excel skills, VBA programming language, personal skills for business analysis, Six Sigma Statistics, statistical curves, and general corporate relationship in the analytical field).
Computing skills: Full Share Point; Certificate issued by Bradesco Escola platform.
General knowledge of SQL programming (Certified by Softskills/Concentrix University) and Python language.
Office 365 tools, intermediate knowledge (PowerPoint, One Drive, Microsoft Teams, Outlook, Word, Access, Exchange, Skype, Forms).
Highlights/Projects Developed
In 2021/2022 during the annual performance review, while working in customer service via phone, email, and chat, I received positive feedback related to the quality of customer service provided, including customer experience observations, and it was noted that the metrics were outstanding and above the established average.
In 2023, in my current position as Sr. Technical Representative, I again received positive feedback from the quality team regarding company user assistance, thus receiving the award for the best LATAM service.
In my graduation process, I am developing a free programming course from scratch for Python language programming, based on activities I performed within the discipline. The content is intended to be accessible and associative, aimed at the needy population or those who would like to learn the content.
