Highlights:Great customer service and level solver

Skills:technical support, computer hardware operating systems and applications, repair IT systems, installing and configuring hardware and software, Troubleshooting technical issues, Replacing or repairing the necessary parts., Proficiency in Windows, Experience with remote desktop applications and help desk software., Attention to detail and good problem-solving skills, Excellent interpersonal skills

Goal:Build a career in the United States

Certification:Scrum - Certiprof

Technical Support N2 09/2022 - current
LANLINK, Cuiabá, MT Brazil
Support and Infrastructure Analyst, performing hardware and software support, permission and access management in active directory
Allocated at Amaggi/SA • Provide opening, categorization and prioritization of demands, carrying out the diagnosis, assistance and resolution of calls (Incidents and Requests) that compete for second-level assistance; • Identification, analysis and correction of erroneously registered calls; • Creation, maintenance and updating of documentation and procedure of knowledge routines (Scripts), FAQ's, technical-operational (knowledge base); • Preventive and corrective maintenance of hardware (desktops, notebooks and peripherals) and data network infrastructure, installation and configuration of equipment such as support, maintenance and configuration of Operating Systems, Application and Administrative Software; • Configuration of VOIP extensions; • Management of users and groups in AD • Interface between N1, N2, N3 support teams and N2 systems--
Support and Infrastructure Analyst 08/2019 - 08/2022
LOGLAB, Cuiabá, MT Brazil
Support and Infrastructure Analyst, performing hardware and software support, permission and access management in active directory
Allocated at the Secretary of Education • First and second level remote and face-to-face technical support to 185 school units and headquarters; • Technical support for printers, desktops and notebooks; • Creation, maintenance and deletion of G-suite email accounts; • ClassRoom Project Management; • Operational Management of External Teams; • Management of requests, incidents and problems as well as analysis and negotiations of SLA'S with opening and closing technical calls; • Mapping and elaboration of projects including network infrastructure projects; • Monitoring of STELMAT Links and Routers; and • Call Opening Management and Activation STELMAT and PROINFO.--
Support and Infrastructure Analyst 12/2018 - 02/2018
Secretary of Education, Cuiabá, MT Brazil
Support and Infrastructure Analyst, performing hardware and software support, permission and access management in active directory
• Technical support levels 1 and 2 in person and remotely at 185 school units including the headquarters, performing installations, updating and configuring software ensuring high availability of applications; • Technical Support and troubleshooting in Windows operating systems environments; • Support for Office 2007, 2010, 2016 and 365; • Network point installation and maintenance; • Management of print, file and backup servers; • Firewall Management; • Administration of network users; • Operational Management of External Teams; and • PONTODESKTOP implementation management in school units and headquarters--

UNIVAG 06/2011 - 06/2015
Cuiabá, MT, Brazil
Degree: Bachelor's Degree
Major:Graduated - Information systems
In Information Systems you study how information and data are received, manipulated and returned through computers and software. Learning to create and manage programs and software, as well as modify them using programming languages, libraries, frameworks and databases.

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