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Work experience

Jun 2013Dec 2014

Help desk Specialist

INSIGMA IT Engineering GmbH

Krakow, Poland

● Troubleshoot and resolve end­ user hardware, operating system, and software related problems, when possible from the Help-desk

● Troubleshoot and resolve issues with WAN, VLAN, firewall, VPN, etc. when possible from the Help Desk

● Troubleshoot and resolve issues with voice communications(i.e., PBX telephone) and voice mail systems, when possible from the Help Desk

● Receive and make technical support calls to the I.T. Department and log them in the Help Desk Tracking System

● Provide general assistance to I.T. department personnel as directed by the Department Manager and/or the Non­ Business and Project Execution Systems Supervisor

● Forward technical support issues that can not be addressed by the Help Desk to the appropriate technician

● Monitor use of data files and regulate access to safeguard information in computer files

Mar 2012May 2013

Technical Support Specialist

Fujitsu Technology Solutions

Lodz, Poland

● Provide 1st line support for Arcelor Mittal, GlastonBrasil, Normet and Iberia Projects

● Answer Emails with Microsoft Outlook 2007 from users located in across europe and creating incident tickets in ITSM following the procedures and the training given

● Receive phone calls in English, Portuguese and Spanish, identify the issue, try to solve if possible. If not, assign for responsible team

● Verify, Reset or change password accounts in Active Directory

● Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems

● Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

● Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

Jan 2011Feb 2012

IT Analyst

HCL Technologies

Krakow, Poland

● Provide First & Second Level Support for logging, tracking, Resolution and reporting of help desk incidents and service requests. The activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

● Give Support Maintenance Management Enterprise portal with an enriched and updated back­-end of knowledge base of most common issues faced by users that enables users to resolve an incident, create a request, report an incident and review the status of submitted requests etc.


Jan 2008Dec 2010

English Literature

Grafton College of Management Sciences

Associates Degree

Feb 2003Dec 2007

Computer Engineering and Electronic

Universidade Federal do Rio de Janeiro

Masters Degree