Roberto Monteiro Email & Phone Number

São Paulo E Região, Brasil

Acted as a first point of escalation for Solvay end users, mainly focusing on the Solvay end user support application and hardware support with a variety of scenarios internal customers bring up, involving On-Premise and Off-Premise. Windows, Linux, ChromeOS environments, Google and Microsoft Office 365 environments.• In case of escalation deep analysis of cases brought by the internal customers with a end user support perspective aiming the best outcome when it comes to supp, also making recommendations to our internal customers on the best approaches to make full usage of the support features provided by our Service One Portal.• Provided Solvay customers with Technical Support within the defined parameters of Solvay Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our end user support.• Provided advanced troubleshooting together of other IT internal and external teams via testing collecting internal logs and remote sessions to better understanding about the issue towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows and ChromeOS.• Handled technical escalations within internal and external team response/resolution targets.• Provided Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall our internal customer satisfaction as well as internal IT team’s efficiency.

São Paulo, Brasil

During this time I had the opportunity to work with Server Management, Management of Application like Symantec Firewall and Symantec backup Exec, Networks devices like Switches and structured cabling.My principal activities in day by day was:Focal point on application and support on Symantec Firewall, Symantec Backup Exec and Symantec Desktop and Laptop Option;Manager Users, Groups and Policies on Active Directory;Installation, configuration and manager Windows Server versions;Windows XP and Windows 7 support on related issues;Managing Printer Server and File Server;Datacenter activities, like booking and follow up of activities with our internal and external partner;Support and training our internal users in case they are needed.Personal skills;- Customer Service oriented;- Strong analytical and collaboration skills.- Tactical, analytical and strategic thinking on a daily basis.My IT tools knowledge;- Microsoft Office 2010 knowledge and experience;- Windows XP and 7 use and resolution of related issues;- Active Directory, Knowledge, managing and operating on day by day activities;- RemedyForce Tools knowledge and use for Managing Tickets opened by our internal customers;- Knowledge of network protocols and cabling;- Experience troubleshooting hardware and software in large and global organization;-Windows Server 2003, 2008, 2008R2, 2012 and 2012R2, installation, configuration and operation;- Knowledge of ITIL Methodologies.

São Paulo, Brasil

I've started with support analist for end user's on head quarter Rhodia.My principal roles and activity was:- Helpdesk to the second level to the end user;- Identify and resolve issues related to hardware and software; - Follow the ticket opened by users on TOP Tools owned by AtosOrigin;- Help and oriented our users in case of general doubts;- Changing PC's and install softwares managed by Microsoft SMS Server;- Remote control using a SMS Tool;- Knowledge and support on VPN, in case of issue, installation, configuration and general doubts of use by our users;- Installation and reinstalation of specific softwares used by company and others, all managed by;Specific Knowledge and use of IT Tools:- Microsoft Active Directory;- Windows 2000, XP and Windows 7 support;- Support VPN Tools to remote access by our users;- Microsoft Remote control, to connect and help our users outside the network;- Knowledge on Protocols DHCP, DNS and IP;Participation on specific projects to install and support the new applications used by users on headquarters and other sites from Rhodia.Personal skills;- Customer Service oriented;- Strong analytical and collaboration skills.- Tactical, analytical and strategic thinking on a daily basis.

Graduado, Computer/Information Technology Administration And Management

Course focused on ICT Management, where the main competences acquired are ITIL, COBIT, Risk Analysis, Service Center, Information.

Multicloud Specializing Program.

MultiCloud Specialization Program. The MultiCloud Bootcamp prepares Technology Professionals to work with Cloud (AWS, Microsoft Azure.