Spain
- Nationality: Brazilian (Dual Citizenship - EU Portuguese Passport) IT professional with experience in user support and troubleshooting of hardware (PCs, Laptops, mobile devices), strong background on Microsoft Operation Systems (Windows 10/11/O365) and applications, deployment of new users and Operation Systems Migration. Proficient in ticket management queues (SNOW - Service Now) with SLA’s agreement, setting priorities, and collaborating with clients and vendors to resolve software and hardware issues. Good communication skills, hands-on profile and familiar with a fast-paced environment. Microsoft Certified, Azure Fundamentals (AZ-900)/Microsoft 365 Fundamentals (MS-900) and Microsoft Security, Compliance, and Identity Fundamentals (SC-900).
• Handle Windows and macOS user onboarding, initial setup, and configuration for new joiners, ensuring a smooth Day 1 experience. Assist with updates and changes in Hireomatic when required. • Support and troubleshoot integration issues involving Outlook, Gong, and other Sales Enablement tools like Salesforce and Salesloft. • Deploy and troubleshoot Passkeys across Microsoft Authenticator and Okta Verify, supporting setup on mobile (iOS, Android), laptops, and YubiKeys. • Provide MDM support using VMware Intelligent Hub, including device enrollment and profile installation on iOS and Android. • Troubleshoot hardware setup issues, such as DisplayLink/Targus Docking Station compatibility for external monitors. • Reimage and configure macOS and Windows devices including Surface laptops and MacBooks. • Troubleshoot and install Microsoft 365 and other productivity software across platforms. • Provide support on ServiceNow, managing tickets efficiently and applying best practices to track, escalate, and resolve incidents. • Work closely with the Tier 2 team to ensure faster resolution of user issues. • Maintain excellent NSAT (Net Satisfaction Score) through empathetic, customer-focused service delivery. • Foster a supportive, approachable IT environment where users feel confident seeking help, regardless of their technical background. • Proactively learn and solve complex technical issues while improving the internal knowledge base.
• Working with ConnectWise Ticketing Software. • Daily morning routine checking on network companies' backup using Axcient365 Software and checking on networking firewalls connectivity on Sophos Cybersecurity Software. • Patching deployment using centralize software RMM inside ConnectWise. • Service-focused on delivering the highest level of customer service helping the team monitoring and assigning tickets to the respective technician’s queue and troubleshooting any computer systems issues that may arise. • Providing technical support for internal and end users with any software. • Support in online environment as a first point of monitoring system and troubleshoot.
• Service-focused on delivering the highest level of customer service helping the team monitoring and troubleshooting any computer systems issues that may arise. • Providing technical support for end users with any software. • Support in a face-to-face environment as a first point of troubleshoot. • Experience of Windows 10/11 operating systems and Microsoft 365. • Reimaging Surface/Lenovo/HP/Dell devices. • Full software troubleshooting for Microsoft Technologies. Including Windows, MS365 and Microsoft Teams. • Monitoring and troubleshooting any computer systems issues that may arise. • Providing technical support for end users with any software and hardware related issues that may arise. • Keeping the computer hardware and software up to date with newest BIOS versions as well operating systems updates to keep software versions updated. • Creating and setting up user profiles through Active Directory, Azure Active Directory and Outlook. • Configuration & support of mobile phones – iPhone/Android (MFA, Intune Company Portal, MDE). • AV routine room checks. • SAW device reimage and assignments. • Reimage on MacOS • Installing Microsoft Software’s on MacOS devices. • Excellent customer facing skills with ability to be empathetic and motivated to resolve the issue. • Best practices on ServiceNow/ticketing tool to process and catalogue customer service requests. • Maintaining Excellent NSAT customer feedback. • Solving complicated issues, learning, and developing skills proactively.
Service-focused on delivering the highest level of customer service. Main Achievement: Barista awarded for his customer service and recognized by his managers as an excellent employee when dealing with customers.