Steven Bravo

I am a dedicated with a remarkable record of improving reporting, quality and speed. Well respected for giving timely, detailed and highly quality effective analysis, research, and recommendations. Well Known for seeking continuous improvement initiatives in every process worked. Capable to work in environments of constant change and under pressure. Capable to work alone or in team. Able to communicate with management staff.

Convergys • Outsourcing for Comcast NBC Universal Receiving calls, tickets creation, costumer education tech support in English and Spanish March-December 2016 Costumer sercurity and billing representative Profile Fujitsu Consulting July-December 2017 Service Desk Analyst Outsourcing for British American Tobacco ,trilingual Service desk (Spanish Portuguese and English) for TE Connectivity • Technical support calls, chats and emails • assists customers with incidents resolution, service • request management and backlog resolution IBM Global Technology Services December 2017 – June 2020 Trilingual Service desk Analyst (English, Spanish and Portuguese • Ticket (change/request/incident) resolution and follow up • Reporting/audit processes • Quality assurance and quality control • Knowledge base and SOPs documentation • First level Technical troubleshooting

2002-2007 Liceo Samuel Saenz Flores High School Diploma 2010-2011 

Universidad De Costa Rica Portuguese Certificate Skills English/Portuguese B2 

 2019-2025 Universidad Autónoma de ciencias Medicas Ucimed degree in microbiology and clinical chemistry in progress