IT Service Desk Specialist
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Proactive, innovative and results oriented IT Service Desk Specialist with 15 years of experience in providing support and ensuring the availability, continuity and quality of service. Strong background in creating and maximizing IT Infrastructure, implementing new technologies and methodologies and ensuring continuous improvement.
Able to translate technical feedback in user-friendly terms, think strategically and minimize incidents.
Support Project Manager in process improvement and cost reduction
Support team through Problem Solving Tools, 5why's concepts, mapping process
Implement 5S concepts for Operation Team
Coach and train the new employees
Promote Lean Culture mind set;
Create business reports and dashboards
Drom Fragrances 03/2012 to 08/2021
Managed local projects and assisted Global Projects
Handled service contracts, IT budgets
Provided troubleshooting for Host Servers, Virtual Machines, Network Devices, Telecom Services, Production Assembly, Local Systems, E-mail, Print and File Services
Created business reports collected from different platforms (SQL, Oracle, MySQL, file texts, csv)
Provided technical services using best ITIL and ITSM practices
Post-Graduation Master of Business Administration - MBA - IT Management 04/2017 to 09/2018
At Wyden Educational, Campinas, Brazil
Bachelor Degree - System Information 02/2008 to 06/2011
At Integrated Schools Rio Branco, São Paulo, Brazil
