Targeted résumé · Support / Operations

Marcelo Ellwanger

Remote Technical Support · Operations · Customer Experience

Professional summary

Multilingual support and operations professional with team scheduling, inventory, quality-control and 4,000+ hours of hands-on technical troubleshooting experience. Comfortable diagnosing unfamiliar problems, documenting clearly, learning new tools quickly and communicating with customers across cultures. Software-project experience adds practical technical depth for remote support and operations roles.

Core skills

Support: Technical troubleshooting · issue triage · customer communication · documentation · Windows diagnostics · remote problem solving
Operations: Team scheduling · stock ordering · inventory control · quality assurance · opening/closing procedures · process discipline
Technical: Python · C#/.NET · FastAPI · SQLite · Git/GitHub · local AI tooling · five-language communication

Selected experience

Coffee Manager / Cafe OperationsAlma · Surfers Paradise, Gold Coast, Australia

Managed employee schedules, stock ordering, inventory control and specialty-coffee quality for an upscale all-day venue in Surfers Paradise.
Maintained precise espresso calibration, dose, yield and extraction standards while working with professional baristas and premium equipment.
Balanced quality control, team coordination and high-volume customer service across daytime cafe/breakfast and evening dining/drinks service.

Electrical Trade ExperienceVancouver, Canada · 4,000+ hours

Diagnosed practical electrical/mechanical faults, performed installations and worked safely with high- and low-voltage systems.
Developed a systematic troubleshooting style: isolate the fault, verify the evidence, apply the fix and confirm the system behaves correctly.

Customer Service / HospitalityAustralia & Japan · selected roles, 2023–2025

Worked across Barbeta Cafe, Bossa Nova Cafe, Babka Cafe and hotel service with POS, table service, opening/closing routines, calibration and customer care.

English TeacherSmile International School · 2023

Planned and delivered full-time English classes and activities, explaining unfamiliar material clearly and supervising school trips.

Technical projects

CrashScope · 1.3 in development · 1.2.0 releasedWindows diagnostics · C# / .NET 10

Built and validated a local-first diagnostics system with 266/266 automated .NET tests, native tray controls, Auto Assist / Everyday Mode, persistent incidents and Event Log + WER evidence. Final integrated Agent validation measured 0.2365% average CPU, 91.71 MB average / 94.58 MB peak working set on the primary AMD development PC.

VektorDeck 1.0Source available

Built a local-first Windows AI workstation manager with telemetry, runtime diagnostics, automated updates, repair tooling and live smoke validation.

Education & credentials

Electrical studies/training - BCIT, Canada · High School Diploma - Queen Elizabeth School, Canada · First Aid & CPR · RSA License · Barista Training - Code Black