Felyppe Braga Da Silva Email & Phone Number

Las Vegas, NV, US

Las Vegas, Nevada, United States

Las Vegas, Nevada, United States

• Directly assisted the EUTS Manager for many IS Supervisory responsibilities during his transition from Help Desk Supervisor.
• Responsible for the creation of an array of IS communications, distributing them at an Enterprise level.
• Held meetings and brainstorms with various departments on behalf of the Help Desk department, seeking new tools and automation to improve the department's day-to-day operations.
• Implemented internal knowledge base, using Remedy BMC, to be shared with… Show more
• Implemented internal knowledge base, using Remedy BMC, to be shared with and from different departments to consolidate information and articles in one place, with direct impact on the service level provided by the Help.
• Answered various Help Desk and support-oriented calls; troubleshot, documented, and/or directed calls to several IS support groups specialized in that particular product/software as needed. Show less

Las Vegas, Nevada, United States

• Answered various help desk and support-oriented calls; troubleshot, documented, and/or directed calls to several IS support groups specialized in that particular product/software as needed.
• Responded to and troubleshot a large number of emails in between phone calls while organizing anddocumenting corresponding work tickets through Remedy/Smart IT.
• Processed eForms for many IS requests involving new employee computer/software setups,software installations/configurations… Show more
• Processed eForms for many IS requests involving new employee computer/software setups,software installations/configurations, hardware setups.
• Interpreted a wide variety of symptoms; relying on experience and judgment as well as pre-establishedprocedures and instructions to identify, resolve or escalate incidents and changes.
• Applied knowledge of company-wide business functions, telecommunications, hardware, and software concepts.

Henderson, Nevada, United States

• Provided first and second-level support for all aspects of end-user related issues in a corporate environment, including new user setups, workstation troubleshooting, mobile device and services support, virus cleanup.
• Used troubleshooting techniques and remote access to resolve customer issues. If unable to resolve, provide detailed notes for additional services.
• Trained users on the network, hardware, and… Show more
• Trained users on the network, hardware, and software use.
• Ticket queue management, prioritized and assigned support requests and incidents for assigned team members.
• Compile, maintain, and keep up-to-date documentation on all areas of responsibility.

Rio De Janeiro, Brazil

• Escalated calls and issues when necessary to senior managers and team leaders.
• Supported end-users through remote control sessions.
• Basic database administration of SQL databases.
• Created and terminated new User accounts in Active Directory and their set up or removal of workstations.
• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists.

Rio De Janeiro, Brazil

• Basic network maintenance in a school environment.
• Software installation in both Windows and Mac OS X.
• Responsible for training new interns, defining their roles, and develop their goals to keep them motivated.

Computer/Information Technology Administration And Management

Industrial Technology Technician, Industrial Technology/Technician