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Hi, I’m Luca Costa Ramos. I’m a multilingual IT support and service delivery professional with 3+ years of experience troubleshooting up to Tier 3 in global environments. I collaborate closely with customers, technical teams, and vendors across EMEA, US, LATAM and APAC to resolve issues, improve service quality, and ensure smooth operations. I’m detail-oriented, resourceful, and passionate about knowledge sharing and continuous improvement. I’ve led initiatives to build knowledge bases, onboard new analysts, and drive SLA performance, while maintaining a strong focus on customer satisfaction.…Hi, I’m Luca Costa Ramos. I’m a multilingual IT support and service delivery professional with 3+ years of experience troubleshooting up to Tier 3 in global environments. I collaborate closely with customers, technical teams, and vendors across EMEA, US, LATAM and APAC to resolve issues, improve service quality, and ensure smooth operations. I’m detail-oriented, resourceful, and passionate about knowledge sharing and continuous improvement. I’ve led initiatives to build knowledge bases, onboard new analysts, and drive SLA performance, while maintaining a strong focus on customer satisfaction.

Luca Costa Ramos

Programmer, Web Developer, Data Analyst, +2

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Hi, I’m Luca Costa Ramos. I’m a multilingual IT support and service delivery professional with 3+ years of experience troubleshooting up to Tier 3 in global environments. I collaborate closely with customers, technical teams, and vendors across EMEA, US, LATAM and APAC to resolve issues, improve service quality, and ensure smooth operations. I’m detail-oriented, resourceful, and passionate about knowledge sharing and continuous improvement. I’ve led initiatives to build knowledge bases, onboard new analysts, and drive SLA performance, while maintaining a strong focus on customer satisfaction.…Hi, I’m Luca Costa Ramos. I’m a multilingual IT support and service delivery professional with 3+ years of experience troubleshooting up to Tier 3 in global environments. I collaborate closely with customers, technical teams, and vendors across EMEA, US, LATAM and APAC to resolve issues, improve service quality, and ensure smooth operations. I’m detail-oriented, resourceful, and passionate about knowledge sharing and continuous improvement. I’ve led initiatives to build knowledge bases, onboard new analysts, and drive SLA performance, while maintaining a strong focus on customer satisfaction.

Available to hire

Hi, I’m Luca Costa Ramos. I’m a multilingual IT support and service delivery professional with 3+ years of experience troubleshooting up to Tier 3 in global environments. I collaborate closely with customers, technical teams, and vendors across EMEA, US, LATAM and APAC to resolve issues, improve service quality, and ensure smooth operations.

I’m detail-oriented, resourceful, and passionate about knowledge sharing and continuous improvement. I’ve led initiatives to build knowledge bases, onboard new analysts, and drive SLA performance, while maintaining a strong focus on customer satisfaction.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Language

Portuguese

Fluent

Spanish; Castilian

Fluent

English

Fluent

French

Beginner

Work Experience

Service Desk Analyst at Bristol Myers Squibb

October 1, 2022 - October 1, 2025

Delivered multilingual technical support (English, Spanish, Portuguese) via phone, email and live chat across Field, General and Scientific divisions. Managed and resolved incidents up to Tier 3, coordinating directly with vendors for escalated technical fixes. Supported global users across US, LATAM, EMEA and APAC time zones. Led a knowledge-base initiative that increased article creation by 40% and improved resolution time, ranking EMEA as the top-performing region. Created onboarding materials and trained new analysts on customer service and troubleshooting best practices. Contributed to SLA success by proactively monitoring queues and collaborating across global teams.

Student Ambassador at Manchester Metropolitan University

March 1, 2020 - April 1, 2022

Streamlined various events including Open Days and lectures, engaging with prospective students and parents. Facilitated the delivery of events ranging from set-up/pack down to providing customer service and information. Led campus and accommodation tours for new and prospective students. Organized online events and interactive workshops for remote participants.

Shop Assistant at Bridge Street Newsagent

October 1, 2020 - July 1, 2022

Processed and monitored shipments daily to ensure stock levels were met accordingly. Addressed customer complaints and issues in a professional manner, while maintaining a kind approach. Managed transactions via POS card system and handled cash payments, including emptying and closing the till at the end of the day to generate an accurate report that aligned with the recorded sales.

Volunteer at Barnardo’s

January 1, 2016 - December 31, 2017

Collaborated with team members to enhance service delivery, fostering a positive environment and improving customer interaction. Organized donations and gift items for pricing and display. Engaged with community outreach activities, such as fundraising events to help fight child poverty.

Service Desk Analyst at Bristol Myers Squibb - Chester

October 1, 2022 - October 1, 2025

Delivered multilingual technical support (English, Spanish, Portuguese) across Field, General and Scientific divisions. Managed and resolved incidents up to Tier 3, coordinating with vendors for escalated fixes. Supported global users across US, LATAM, EMEA and APAC time zones. Led a knowledge-base initiative that increased article creation by 40% and improved resolution time, contributing to top-region SLA performance. Created onboarding materials and trained new analysts on customer service and troubleshooting best practices. Proactively monitored queues and collaborated with global teams to support SLA success.

Shop Assistant at Bridge Street Newsagent - Chester

October 1, 2020 - July 1, 2022

Processed shipments and monitored stock levels. Addressed customer complaints professionally and maintained a friendly approach. Managed transactions via POS system and handled cash payments, including till reconciliation at the end of the day.

Volunteer at Barnardo’s - Chester

January 1, 2016 - January 1, 2017

Collaborated with team members to enhance service delivery, organized donations, and supported community outreach activities to help fight child poverty.