Experienced in managing infrastructure/hardware, ensuring optimal functionality of devices such as desktops, notebooks, monitors, switches, UPSs, printers, among others. Providing Level II support to internal collaborators, resolving technical issues efficiently. Proficient in overseeing the installation, updating, and maintenance of Operating Systems, software, and company systems. Diligently monitoring internal network and Internet performance to ensure seamless operations. Skilled in prioritizing solutions based on the significance of issues affecting company productivity. Conducting backups and maintaining effective antivirus protection. Proficient in asset management and maintaining comprehensive documentation of routines.

Comprehensive experience in Incident and Request Management within the Service Desk environment, adept at handling N1 and N2 queue resolutions efficiently. Proficient in image deployment on Desktops and Notebooks using Microsoft SCCM, as well as package installation, data backup, and Outlook account configuration. Skilled in providing remote support for corporate network users and delivering on-site assistance to VIP users, including Directors, Superintendents, and Managers. Proactive monitoring of N1 service desk queues and sales portal, coupled with adept SAP user support. Capable of directing tickets to appropriate teams outside the scope of N1 and N2. Regularly utilize systems such as SAP, SAT, Nextt, Automidia, Automation (IBM), and manage technical ticket creation for platforms including OKI, Cielo, IK Solution, and Simpress.

Responsible for managing SLAs, reports, indicators, and all activities inherent to the processes carried out; employee time tracking, reports on shifts and vacation schedules for staff. Broadband Viability Analysis (Speedy); facilities updates; opening Work Orders (WOs); Call Center (103) support; Central Terminal Configuration (Portability and Services); customer registration in the Treatment System; basic knowledge in ADSL; supporting and activating field teams to ensure activities are completed within deadlines. Monitoring the treatment of repair orders and scheduled services; handling priority requests received via email and phone, and providing support to supervision.

Configuration and installation of hardware and software. Management of digital security policies, including user profiles, email and MS-Office, security file hierarchies, user groups and anti-spam filters, as well as implementing antivirus and backups. Management of IT equipment inventory and coordination of procurement processes. Support for the SAP system, ensuring the continuity of business processes.