Rafael Fernandes Zagonel Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Provide customer support over the phone, email, or chat.• Troubleshoot and resolve technical issues on Windows laptops, iOS, and Android devices.• Create incident requests and collaborate with other areas to have cases resolved.• Identify cases that are out of the scope of the Help Desk and escalate accordingly.• Share knowledge acquired in different roles with peers to have cases resolved more efficiently.

Calgary, Alberta, Canada

• Provide service desk support for 4000+ users in the French School Board client. Work on tickets regarding hardware and software issues on PCs, Macs, printers, Avaya /server/phones, and office equipment for onsite and remote end-users.• Management of Hyper-V and VMware tools for Windows Servers and Linux virtual machines.• Implementation of servers and network infrastructures.• Support cloud tools including Microsoft Azure, Google G Suite, and Microsoft Office 365.• Use of ticketing system to monitor income helpdesk support requests. Follow-up to guarantee users are satisfied with the solution provided.

Calgary, Canada Area

Calgary, Alberta, Canada

• Followed a precise schedule, and adjusted to driving in traffic and weather conditions• Ensured the safety of children and kept the bus in safe and working conditions• Avoided accidents and maintained orderliness amongst passengers• Picked up and dropped off students at home or a residential bus stop• Cleaned, washed, and maintained buses

Montreal, Canada Area

• Provided support to English and Portuguese speaking customers facing issues with Google G Suite.• Helped customers with mail migration from legacy mail systems and DNS set up.• Analyzed, diagnosed and provided solutions for business clients’ issues relating to different tools such as Admin Console, Gmail for Business, Drive, Calendar, Contacts, Hangouts, Sites, and Vault.• Used knowledge learned in previous jobs to diagnose network issues (i.e. wrong settings, DNS and connectivity issues and log analysis to identify issue root causes).• Diagnosed email issues (i.e. configuration, MX records and log analysis).

Curitiba Area, Brazil

• Performed software installation, troubleshooting, and maintenance for 200 users working with Windows XP, 7 Pro and 8, iMac, MacBook, and MacPro. Acquired new hardware and provided upgrades based on clients’ expected growth and needs.• Installed and troubleshoot up to 35 Windows Server 2003 and 2008 R2, including services like DNS, DHCP, Hyper-V, File Server, Backup, E-mail, Proxy, Firewall, Active Directory, and FTP.• Provided support for Microsoft Office 2007 and 2010 and other software used in the company. The support included: helping users with software and hardware issues, installing application patches, testing and introducing new software to meet business needs. User support was both local and remote using VNC and TeamViewer.• Introduced virtual meetings using GoToMeeting. Travel costs to visit customers were reduced by 50% and speed up by 30% the delivery of customer projects because job development could be done faster.

Curitiba Area, Brazil

• Organized the migration of over 3000 users from Windows XP to Windows 7.• Coordinated the schedule for equipment exchanges, making sure to interfere as little as possible with the daily activities of users. • Verified if all user equipment was properly delivered, installed in their cubicles and if it was working properly.• Implemented a training on the new operating system and new software before rollout, which helped users to get used to the new environment. The number of user help desk tickets requesting assistance after rollout was 40% lower than the previous rollout.

Curitiba Area, Brazil

• Created over 200 software packages for silent software installation.• Tested peer’s packages to identify possible issues before sending them to the package certifier.• Worked with InstallShield/AdminStudio to make the software compatible with Windows 7.• Trained peers to improve their packaging skills, helping to reduce the time required to create packages.• Certified packages before they were sent to the client to ensure the software was working properly.• Implemented an extra package test to be performed prior to sending the packages to the customer. With this additional test, the package installation errors in production environment were reduced by 30%.

Curitiba Area, Brazil

• Installed, troubleshoot and provide maintenance for PC’s and MAC’s, along with user support and training. Provided local and remote user support using VNC.• Created user accounts, managed network access, and GPOs and installed applications remotely using Active Directory.• Windows 2003 and 2008 support, including these services: File Servers, Backup, E-mail, Proxy, Firewall, Active Directory, FTP, and Printer.• Provided support for Microsoft Office for Mac, Office 2003 for PC, Adobe Creative Suite for Mac and PC, ERP and other office software.