Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, mobile, or other IT-related issues Respond to requests in our IT Service Management (ITSM) tool in a timely manner Follow documented processes to assist and troubleshoot Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues Comply with policies, procedures, and guidelines

Responsible for: performing backup's; administer file servers; firewall's settings; creation/alteration of accesses; user support; maintenance and configuration of computers, tablets and mobile phones; documentation of solutions; maintenance and mapping of printers; support to the ERP system offered by the company and third-party software; carry out and manage asset inventory.

Acting in the Heineken project, responsible for answering more complex questions about installation, operation, configuration, customization and use of assigned products.

Responsible for projects in the creation of websites, using PHP, SQL, HTML and CSS languages in the Wordpress system. I also used tools like Adobe Illustrator and Adobe Xd. The performance score was considered excellent.