Pita Manuel
Luanda
Summary
Experienced customer support professional with a strong track record of delivering exceptional service. Proficient in resolving complex issues and providing timely solutions to ensure customer satisfaction. Possesses strong communication and interpersonal skills for effective collaboration with cross-functional teams. Committed to maintaining a positive and professional demeanor while delivering top-notch support in fast-paced environments.
Overview
20
20
years of professional experience
Work History
M365 Admin Support
Microsoft
10.2024 - 02.2025
- Delivered proactive customer support services, enhancing client satisfaction and system efficiency.
- Leveraged AI technologies to increase customer efficiency.
- Delivered M365 administrative support in both English and Portuguese.
- Facilitated commercial sales initiatives to enhance product visibility and customer engagement.
- Managed case resolutions efficiently, ensuring timely support for M365 users.
- Evaluated client requirements to drive strategic M365 product enhancements.
M365 Admin Support
Microsoft
06.2023 - 11.2023
- Guided clients with payment or usage issues through the advantages of continuing their Microsoft 365 subscription.
- Educate customers on the use of Microsoft 365 products and services and provide guidance on best practices for improving productivity and collaboration
- Advise customers on the different subscription plans and features available and help them to choose the plan that best meets their needs and budget
- Guide customers through the process of resolving payment issues or increasing usage of Microsoft 365 workloads, including providing step-by-step instructions and troubleshooting any technical issues that may arise
- Keep up-to-date with the latest updates and enhancements to Microsoft 365 and communicate these changes to customers as appropriate
- Document technical issues and solutions in a knowledge base for future reference
- Collaborate with other technical support engineers and cross-functional partners to resolve complex technical issues
Ambassador
Microsoft
11.2023 - 10.2024
- Use Microsoft tools and processes to migrate customer's Microsoft Stream data to the new Microsoft Stream platform
- Provide technical support to customers via phone, email, or chat, and resolve technical issues related to migrating their Microsoft Stream data to a new platform
- Collect customer feedback and escalate any issues or concerns to the program manager
- Provide customers with best practices and tips on how to use the new Microsoft Stream platform and its features
Information Management Analyst
Cabinda Gulf Oil Company (Chevron)
06.2015 - 09.2020
- Ms SharePoint Administrator
- Websites Administrator
- Develop Apps with Ms Power Apps
- Generate Reports with Ms Power BI
- Develop Surveys in Ms Forms
- Provide SharePoint Trainings
- Provide support on Ms Teams
- Support the teams on the implementation of the Information Retention policy
- Doc controller
Wireless Analyst
Cabinda Gulf Oil Company (Chevron)
05.2010 - 06.2015
- Configuration and installation of Microwave radio systems
- Configuration and installation of VHF Radios system
- Install antennas on the towers
- Installation and maintenance of radio systems
- Installation and maintenance of the Trunking radios system
- Responsible for internal stock control
- Smartbadge readers system installation and maintenance
- Installation and Maintenance of the Scada Radios System
- Do the path calculation for the Microwave links
- Installation, distribution and maintenance of the TV system in all Chevron infrastructures in Cabinda (onshore and offshore)
BroadBand Technician
Cabinda Gulf Oil Company (Chevron)
04.2005 - 04.2010
- Configuration and installation of Microwave radio systems
- Install antennas on the towers
- Installation and maintenance of Infra red radios system
- Responsible for internal stock control
- Installation and maintenance of batteries bank for the Telecommunications equipment shelter
- Ensured optimal network functionality through diligent monitoring of broadband systems and infrastructure.
- Assisted coworkers in completing complex installations or repairs, utilizing strong teamwork skills for successful outcomes.
- Consistently met or exceeded performance metrics while maintaining a strong commitment to quality workmanship standards.
- Improved customer satisfaction by efficiently diagnosing and resolving broadband connectivity issues.
- Maintained detailed records of completed work orders, providing accurate documentation for billing and inventory purposes.
- Troubleshot issues related to broadband equipment, swiftly identifying root causes of malfunctions and implementing appropriate solutions.
- Installed and configured new devices and system components.
- Worked closely with network administrators and server engineers to deliver quality service.
Education
Telecommunications Engineering - Telecommunications
Universidade Independente de Angola
LuandaHigh School Of Telecommunications - Telecommunications Technician
Instituto Nacional de Telecomunicações
Luanda10.2002
Skills
- Bilingual Customer Support (Portuguese and English)
- SharePoint Administration
- Multitasking Abilities
- Problem-solving abilities
- Time management
- Customer service
- Data analysis
- Case management
- Documentation and reporting
- Verbal and written communication
- Effective multitasking
- Process improvement
- Integrating new AI functionalities
- Proactively managing customer calls
- Analyzing business needs of clients and product development
- Promoting sales commercially
Languages
Portuguese
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
French
Elementary (A2)
Personal Information
- Place of Birth: Kuimba
- Date of Birth: 07/12/78
- Gender: Male
- Nationality: Angolan
- Marital Status: Married
Accomplishments
- Achieved 99.9% by completing Customer support Service with accuracy and efficiency.
- Documented and resolved customers reported issues which led to 97%.
- Collaborated with team of 700 in the development of Microsoft Stream Migration Project.
Timeline
M365 Admin Support
Microsoft
10.2024 - 02.2025
Ambassador
Microsoft
11.2023 - 10.2024
M365 Admin Support
Microsoft
06.2023 - 11.2023
Information Management Analyst
Cabinda Gulf Oil Company (Chevron)
06.2015 - 09.2020
Wireless Analyst
Cabinda Gulf Oil Company (Chevron)
05.2010 - 06.2015
BroadBand Technician
Cabinda Gulf Oil Company (Chevron)
04.2005 - 04.2010
Telecommunications Engineering - Telecommunications
Universidade Independente de Angola
High School Of Telecommunications - Telecommunications Technician
Instituto Nacional de Telecomunicações
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