MY PROFESSIONAL JOURNEY
My career has consistently placed me close to users, technology, and the problems that happen between them.
From service desk and software support to Quality Assurance and UI/UX studies, I have developed a multidisciplinary perspective on digital products: understanding what users are trying to accomplish, investigating what prevents them from doing it, validating system behavior, and thinking about how the experience could be improved.
Today, I bring these perspectives together through Technical Support, Quality Assurance, and User Experience.
2019-2020
Volunteer Service
The Church of Jesus Christ of Latter-day Saints
Worked with communities across four different cities, supporting people from different backgrounds and adapting communication and activities to their individual needs.
Skills developed:
- Multilingual and cross-cultural communication
- Empathy
- Leadership
- Adaptability
- Problem-solving
Experience developed:
- Process organization
- Instruction and training
- Team coordination
- Structured communication
Product & User Experience Impact:
- Learned to understand needs before proposing solutions.
- Developed the ability to communicate complex information in accessible ways.
- Strengthened empathy when working with people with different expectations and backgrounds.
- Learned to adapt processes according to real-world needs instead of assuming one approach works for everyone.
2022-2023
Trilingual Service Desk Analyst (Level 1)
HCL Technologies
Delivered first-line technical support in Portuguese, English, and Spanish, helping users resolve incidents and service requests while maintaining clear documentation and service quality.
Skills developed:
- Multilingual technical communication
- Customer support
- Time management
- Organization
- Attention to detail
Technical experience:
- ITSM and ticket management
- Incident classification and categorization
- System troubleshooting
- Technical documentation
Product & User Experience Impact:
- Learned how technical problems affect users in real working environments.
- Translated user descriptions into structured technical information.
- Identified the importance of clear feedback and communication during problem resolution.
- Managed 15–25 tickets per day while maintaining service quality.
- Contributed to strong customer satisfaction results within the Brazilian team.
2023
Volunteer Language Tutoring Manager
Cumorah Academy
Coordinated a team of 20 international tutors and supported consistent, high-quality experiences across tutoring sessions.
Skills developed:
- Leadership
- Multicultural communication
- Organization
- Feedback
- Quality awareness
Technical experience:
- Process monitoring
- Performance evaluation
- Reporting and documentation
- Quality control
Product & User Experience Impact:
- Evaluated experiences against expected quality standards.
- Identified inconsistencies and opportunities for improvement.
- Learned how structured feedback can improve the experience delivered by a team.
- Developed a broader understanding of quality as consistency, clarity, and user satisfaction.
2023-2024
Customer and Software Support Analyst (Level 2)
Ninecon Consultores Associados Ltda
Supported internal applications and a SaaS platform, investigating system behavior, validating data, maintaining technical knowledge, and helping ensure users received reliable information and solutions.
Skills developed:
- Analytical thinking
- Problem-solving
- Communication
- Attention to detail
- Process improvement
Technical experience:
- SQL and Oracle SQL Developer
- Data validation and analysis
- ServiceNow knowledge base management
- System behavior analysis
- Reporting and metrics validation
Product & User Experience Impact:
- Used SQL and system analysis to investigate data inconsistencies.
- Connected user-reported problems with underlying system behavior.
- Improved technical knowledge through structured documentation.
- Developed a deeper understanding of how reliability and data accuracy influence user trust.
- Identified opportunities to improve processes and reduce recurring support friction.
2024-2026
Technical Customer Support Representative (Level 1)
Velozient
Investigated 20–30 software-related cases daily in a SaaS environment, including account access, automations, scheduling workflows, and unexpected system behavior.
Skills developed:
- Technical communication
- Analytical investigation
- Problem-solving
- Customer empathy
- Attention to detail
Technical experience:
- Bug investigation and reproduction
- Fix validation
- Technical ticket writing
- Workflow and system analysis
- Issue tracking and follow-up
Product & User Experience Impact:
- Reproduced software issues and documented clear reproduction steps for technical teams.
- Validated fixes before considering reported problems resolved.
- Identified recurring patterns across automation and scheduling workflows.
- Distinguished between product defects, configuration issues, and user misunderstanding.
- Observed where unclear behavior or feedback created unnecessary user friction.
- Communicated technical behavior in language users could understand.
- Developed an end-to-end perspective of the relationship between support, product quality, and user experience.
Today
Expanding into Quality Assurance & UI/UX Design
Professional Development
Developing QA and UI/UX skills as complementary disciplines that extend a foundation in technical support and product understanding.
Current focus:
- Quality Assurance helps determine whether the product behaves as expected.
- User Experience helps determine whether the product makes sense to the people using it.
- Design helps explore how information, interaction, and visual decisions can make the experience clearer.
- Technical Support keeps this work grounded in real user needs, problems, and product behavior.