Validate solutions; monitor implementation of corrections and changes in theprocess; Monitor operationalization of projects (assisted operation) Reviewaudited points; Trigger and ensure update of the contingency plan; Monitorbudget execution.Responsibilities:• Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution.• Troubleshooting computer and network related issues• Prompt escalation and collaboration in relation to tier 3… Show more Validate solutions; monitor implementation of corrections and changes in theprocess; Monitor operationalization of projects (assisted operation) Reviewaudited points; Trigger and ensure update of the contingency plan; Monitorbudget execution.Responsibilities:• Prompt and efficient triage of Tier 1 and 2 incidents, incident management and resolution.• Troubleshooting computer and network related issues• Prompt escalation and collaboration in relation to tier 3 incidents• Logging of all incidents using ServiceNow• Respond to customer inquiries via phone, Skype for Business, email, and the ServiceNow portal• Provisioning of computer equipment and peripherals to employees; maintain and repair existing IT equipment.• Tier 1 and 2 tasks and monitoring of Backups, Active Directory, Mail filters, Anti-Virus and other operational tools• End-user software/hardware installation and configuration; perform upgrades.• User and team training, and guidance on best practices• Support global IS initiatives• Administrative tasks related to job role Show less

Itaú BBA allocated in a critical support environment, team leader performing postlogservice, following ITIL guidelines. Elected first in the HP Innovation Award(2015)Technical duties• logging and responding to support calls by email and telephone• troubleshooting technical issues with hardware, software, cloud services and user permissions• installing and configuring computer hardware, software, cloud services, networks, printers and other devices and… Show more Itaú BBA allocated in a critical support environment, team leader performing postlogservice, following ITIL guidelines. Elected first in the HP Innovation Award(2015)Technical duties• logging and responding to support calls by email and telephone• troubleshooting technical issues with hardware, software, cloud services and user permissions• installing and configuring computer hardware, software, cloud services, networks, printers and other devices and peripherals• setting up and managing user accounts• planning and undertaking scheduled maintenance tasks and upgradesClient liaison• remote assistance to clients using remote access tools• occasional visits to client offices, including deskside assistance to usersThird-party liaison• dealing with suppliers, vendors and distributors supplying hardware, software and services• dealing with companies providing third-party support direct to clientsAdministration• maintaining records of software licences• maintaining records of hardware serial numbers and maintenance agreements• managing stocks of equipment, consumables and other suppliesOther duties• other internal administrative tasks• occasional out-of-hours working Show less

I worked directly on a client meeting the needs of the Business and acting in 3rdlevel support. Responsible for supporting the largest power transmission line inLatin America.-- Call Answering- User support (local and remote)- IBM Lotus Notes- Sametime- Structuring of corporate networks in Works- VPN- Windows Server- Customer environment monitoring- Conducting technical visits- Visits report- Routers and Switch Configuration- Remote… Show more I worked directly on a client meeting the needs of the Business and acting in 3rdlevel support. Responsible for supporting the largest power transmission line inLatin America.-- Call Answering- User support (local and remote)- IBM Lotus Notes- Sametime- Structuring of corporate networks in Works- VPN- Windows Server- Customer environment monitoring- Conducting technical visits- Visits report- Routers and Switch Configuration- Remote Access (TS, TV and VNC) Show less