Alexandre Augusto Bittencourt Costa

As an IT Services Coordinator, I play a pivotal role in ensuring the seamless delivery and support of IT services within the organization. You will be responsible for coordinating and managing various IT activities, including scheduling services such as hardware installation, guiding technicians and ensuring the scope of the services contracted . The role involve working closely with cross-functional teams to ensure that all IT-related needs are met efficiently and effectively.

• Managed IT projects to successful completion, ensuring timely delivery within budget constraints.
• Established effective communication channels between IT department and other business units for optimal collaboration on projects and initiatives.
• Reduced downtime with proactive IT support and rapid issue resolution.

• Assist users to set complex configurations in Qualtrics Survey Platform.
• Provide technical support to English, Portuguese, and Spanish-speaking customers via phone, email, and chat.
• Set user/brand configurations to align with user contract expectations.
• Assist users/brand administrators in setting automations, dashboards, Stats iQ data, embedded data, query strings, etc.
• Set URL structures to capture data and configure it for user data and analysis tab.
• Identify and implement new ideas for improving Qualtrics platform and processes.
• Boosted customer retention by providing exceptional product support and addressing user concerns.
• Assisted with demonstrations of the Qualtrics platform to showcase functionality.
• Continually expanded knowledge of the Qualtrics product line.
• Researched product's technical specifications and accurately communicated information.
• Performed three specialization courses, ensuring professional development and quality in work performance.

• Hardware Asset Management: Manage and maintain an inventory of all hardware assets, ensuring accurate tracking, allocation, and lifecycle management of equipment.
• PXE Installation for New Assets: Provide PXE (Preboot Execution Environment) installations for all new hardware assets, ensuring efficient and standardized setups for new devices.
• PC and Laptop Maintenance and Support: Perform regular maintenance, troubleshooting, and repair of PCs and laptops to ensure optimal performance and minimal downtime.
• New Employee Onboarding: Organize and prepare hardware and software for new employees, ensuring they have necessary tools and configurations to start work efficiently.
• Testing and Cataloguing Hardware for Reassignment: Test, evaluate, and catalogue existing hardware for potential reassignment, maximizing the use of available resources.
• User Support Channel: Maintain a professional and responsive user support channel via phone, ensuring prompt assistance and resolution of hardware-related issues.