Ingrid Succo Email & Phone Number

Calgary, AB, CA

British Columbia, Canada

• Provides IT support to 27 companies, each with a distinct environment, ensuring tailored solutions for diverse needs.
• Manages an average of 150 support tickets per month, alongside handling approximately 30 daily support calls, leading to a 85% resolution rate within the first contact.
• Responsibilities include opening and assigning 100+ tickets monthly to the appropriate teams or resolving issues directly, including managing 50 on-premise servers, configuring and troubleshooting the Microsoft 365.
• Oversees critical tasks such as server maintenance, performing monthly hardware diagnostics on 15+ devices, managing software licensing for over 200 applications, and configuring VPN setups for remote access to support.
• Delivers comprehensive end-user support, addressing up to 80 computer issues weekly, providing technical guidance, and optimizing system performance, resulting in a 20% improvement in user satisfaction ratings.
• Proficient in working with PowerShell for automation, scripting, and system administration tasks, reducing manual workload by 30% and enhancing operational efficiency.

Winnipeg, Manitoba, Canada

• Achieving an 81% uptime to ensure uninterrupted support.
• Championed a 20% reduction in hardware downtime through the coordination and implementation of streamlined device configurations.
• Elevated remote employee productivity 30% by spearheading the implementation of strategic solutions and optimizing remote work environment.
• Orchestrated a device driver installation project, reducing turnaround time for new systems by 40%.
• Provide training and support to staff on MS365 and Teams telephony features
• Developed a cost-effective framework for managing and improving IT customer support, enhancing performance by 20%, compliance by 15%, and reducing vendor management costs by 10%.

Winnipeg E Região, Canadá

• Achieved a 40% reduction in unanswered calls by enhancing phone support effectiveness while leading Veeam Backup Management for a multinational company across 10 global locations.
• Enterprise systems enhanced with emerging technologies and enhanced email assistance, reducing service time by 46% to 27% for greater support efficiency.
• Streamlined issue resolution by creating an info bank, reducing problem-solving time by up to 30 minutes.
• Received recognition for excellent service during the pandemic, deftly handling a 60% increase in call volume at around 60 calls per day while maintaining SLAs.As a Tier 1/2 support specialist, successfully managed.

Winnipeg E Região, Canadá

• Responded to contacts from service desk customers.
• Provided service desk support to computers, printers, and radio users; performed classification and initial
• Support, investigation, and diagnosis of incidents;
• . Resolve incidents or assign them to higher-level teams.

Rio De Janeiro Area, Brazil

• Achieved an 89% resolution rate while managing over 4,000 tickets, ensuring zero critical incidents.
• Spearheaded the establishment and operation of robust infrastructure, providing responsive solutions for 2000 Service Desk customers.
• Secured a solid 75% customer satisfaction rating while overseeing a team of 7 and assisting 2,000 users.
• Prioritized high-impact requests, adhered to established workflows, resolved incidents, delegated tasks, and maintained effective communication with four teams.

Rio De Janeiro Area, Brazil

• . Supporting users, managing telephone services, utilizing quotation tools for IT,
• . Administering Exchange 365 and Azure, overseeing Windows Server 2012
• . Handling call management tools, managing SonicWall firewall,
• . Working with VMware, managing backups, generating reports, and driving
• . Process improvement initiatives.

Humaitá Area, Brazil

• . Identify opportunities to automate processes or otherwise innovate on business operations using application features (Kaspersky, Windows 365, Automatos, Windows Server 2012)
• . Support continuous improvement initiatives through advisory and consultative support. Proactively share new leading practices.
• . Keep appropriate team members and other teams updated on product backlog status, incidents, and projects, as appropriate. Serve as the liaison between vendors, users, and the product team as needed.
• . Observe and communicate potential application risks and improvements in support of effective issue prevention and risk mitigation.

Rio De Janeiro Area, Brazil

• Install, configure, and support desktops and laptops.
• Facilitate remote access, administer Windows Server 2008 and 2012, manage backups, handle Linux systems, configure printers,
• . Manage McAfee antivirus software,
• . Oversee access control management,
• . Perform administrative routines for firewalls
• . Manage Mikrotik devices.

Rio De Janeiro Area, Brazil

• Install, configure, and provide support for desktops and laptops.
• Manage remote access and administer Windows Server 2003/2008, along with Exchange 2010.
• Utilize Backup Exec for backup operations.
• Configure printers for network use.
• Support operations tables for brokerage and trading systems.
• Manage antivirus software such as Kaspersky and McAfee.

Rio De Janeiro Area, Brazil

• Support for Windows users,
• Maintenance and machine setup, call opening, update monitoring programs of exchange.

Management Essencial, Business Administration And Management, General

Design, direct, and shape organizational processes to your advantage Influence the context and environment in which decisions get made.

Bachelor'S Degree, Information Technology, Computer Network Management

The Computer Networks Technologist is the professional who designs, implements and manages, with security standards, a logical and.

Course, Agile Management & Scrum