Elias

ELIAS Q. SOLO
BILINGUAL CUSTOMER SUPPORT & IT SPECIALIST

PROFILE
CONTACTS Portuguese & English | Cloud-Savvy | Customer-Oriented
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Certified IT Support and Customer Service Specialist fluent in
Portuguese and English with over 2 years’ experience in delivering
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effective support via email, live chat, and phone. Adept at solving
Tv. do Tarujo 10, 1070-203, Lisbon
technical and user-facing issues in high-pressure environments while
Linkedin
ensuring excellent customer satisfaction. Strong knowledge of support
Projects tools (Jira, AWS, VPN, SLA workflows) and highly adaptable in
Medium multicultural, hybrid teams.
PROFESSIONAL EXPERIENCE
SKILLS Excentral International – Kyiv, Ukraine Mar 2019 – Feb 2022
Customer Support Representative
Skills & Tools Delivered prompt, multilingual support via live chat, email, and phone in
Portuguese and English.
Customer Support Tools: Jira, Resolved client technical and account-related inquiries, improving
Zendesk (basic), Freshdesk (basic), customer satisfaction scores.
Intercom (basic), Salesforce (basic) Provided clear and concise troubleshooting guidance and issue
Communication: Live chat, email, resolution.
phone, multilingual (Portuguese, Maintained accurate CRM documentation of interactions and technical
English) solutions.
IT & Networking: Windows/Linux OS, Collaborated with internal teams to escalate and solve complex customer
TCP/IP, DNS, DHCP, VPNs, Active issues.
Directory, Remote Desktop
Softum.io – Kyiv, Ukraine Feb 2022 – Jun 2024
Cloud & Virtualization: AWS, Azure,
IT Support Specialist
VMware, VirtualBox
Automation: Python (basic), Bash Diagnosed and resolved 95% of technical issues within SLA timelines,
minimizing client downtime.
scripting
Provided cross-platform support for Windows and Linux environments.
Soft Skills: Problem-solving, Clear
Delivered user training, reducing support ticket volume by 20%.
communication, Time management, Assisted with network and access configurations (TCP/IP, DNS,
Team collaboration VPNs, Active Directory).

EDUCATION
LANGUAGES
Aerospace Engineering (Incomplete due to conflict)
Portuguese (Native/Bilingual) National Aerospace University, Kharkov, Ukraine
English (Advanced) Sept 2019 – Feb 2022
Russian (Intermediate)
High School Diploma – Environmental & Quality Control
Spanish (Intermediate)
Polytechnic Institute of Chiazi, Cabinda
Feb 2014 – Dec 2017

WORK PREFERENCES CERTIFICATES
CompTIA A+ Certified (Cor1 & Core 2)
Hybrid or remote work-ready Cisco CCST Networking Certification
Available for full-time role with
Google IT Support Professional Certificate
immediate start
AWS Solutions Architect from Coursera,
Open to short-term or renewable
contracts Agile with Atlassian Jira from Coursera