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João Pedro Pedroza de Souza

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João Pedro Pedroza de Souza

João Pedro Pedroza de Souza

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Brazil

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Résumé

Jobs 0% verified

Senior Process Specialist

Infosys BPM

Oct 2022 - Current (3 years 10 months)

Bilingual Service Desk agent, receiving chats and calls from Spanish speakers. Participation in meetings to align processes. Creation of analytical and management dashboards in ServiceNow. Support for leaders in decision-making and process mapping.
Junior Support Technician C

Microcity

Sep 2021 - Oct 2022 (1 year 2 months)

Dedicated level 2 support for Certisign customers. Incident management, resolution of technical problems and redirection of tickets to specialized teams.
Junior Support Technician

Microcity

Dec 2020 - Sep 2021 (10 months)

Level 1 support with more technical responsibilities. Responsible for incident management, creation and verification of procedural documents. Analysis and diagnosis of technical problems.
Service DeskAgent

Microcity

Dec 2019 - Dec 2020 (1 year 1 month)

Level 1 Service Desk agent, receiving calls via e-mail, telephone and portal. Using CA Service Desk Manager and ServiceNowtools to document tickets. Responsible for managing incidents and checking documentation.
D

IT Intern

Department of Education of the city of Nova Lima,

Aug 2019 - Feb 2020 (7 months)

IT intern responsible for various activities such as setting up and maintaining computers and laptops, installing and configuring a variety of software, providing support and helping employees with their questions.

Education 0% verified

C

Bachelor's Degree in Information Systems

Cotemig College, Barroca Unit

Feb 2020 - Jul 2023 (3 years 6 months)
C

Regular high school education with a degree in IT Technician.

Cotemig High School, Barroca Unit

Feb 2017 - Dec 2019 (2 years 11 months)
S

ServiceNow Certified System Administrator (CSA) Now Pro - Mentor: Erick Elias
S

ServiceNow - Flow Designer
A

Application
N

NowAssist Executive Micro-certification
A

Application Developer User Interface
S

Scrum Fundamentals Certified ITIL
S

Suit Certification

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Psychometrics

João's behavioral traits

João's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.

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