Willian Velkis De Lima Email & Phone Number

Gavião Peixoto

• Analyze short-term incidents and contour proportions that temporarily solve the customer's problem (workaround);
• Identify root cause of incidents (RCA), propose and implement definitive solutions to avoid recurrence;
• Provide and implement continuous improvement actions focused on stability, performance and incident reduction;
• Establish action plans for items that require follow-up;
• Manage and monitor installed systems and cloud infrastructure, ensuring the highest levels… Show more
• Manage and monitor installed systems and cloud infrastructure, ensuring the highest levels of availability and security;

Gavião Peixoto, São Paulo, Brasil

• Development and execution of technical and managerial functions for clients on-site.
• Management of local delivery of software services: pre-sales, after-sales, service delivery support, installation, and configuration for client environments.
• Troubleshooting various business systems, networking, and applications: industry-standard servers, specialized, or clustered environments.
• Proactive activities according to SLA to ensure customer satisfaction and loyalty.
• Reactive and… Show more
• Reactive and proactive technical support to maintain a high level of customer satisfaction.

Ribeirão Preto, São Paulo - Brasil

• Provide remote support to users, including ticket opening, registration, and management with SLA system, software setup and installation, network printer and server/email server creation, hardware and networking.
• Delivered multi-level technical support via remote access, troubleshooting and resolving a wide range of user… Show more Provide remote support to users, including ticket opening, registration, and management with SLA.
• Delivered multi-level technical support via remote access, troubleshooting and resolving a wide range of user issues.
• Configured and maintained IT infrastructure components including user accounts, network printers, software installations, and virtualized environments(VMware/vSphere, Citrix).
• Administered Microsoft Exchange Server and Office 365 to ensure smooth email functionality.
• Monitored internet connectivity and network health, identifying and resolving performance issues proactively.

Ribeirão Preto, São Paulo - Brasil

• Developed, organized, and delivered engaging internal training programs for IT support personnel.
• Coordinated administrative and HR processes, streamlining operations and implementing strategies to enhance service quality.
• Managed client relationships, establishing training needs and aligning program development with strategic objectives.
• Oversaw budgets and resources for cost-effective training program execution.

Ribeirão Preto, São Paulo - Brasil

• Diagnosed and resolved hardware and software malfunctions in computer equipment, ensuring efficient repairs and customer satisfaction.
• Provided exceptional customer service via phone and in-person, effectively diagnosing problems and implementing swift solutions.
• Managed repair budgets by researching parts and equipment availability, maintaining cost-effectiveness.
• Conducted advanced hardware repairs using specialized tools (multimeter, hot air station, soldering station).
• … Show more
• Performed on-site support for complex technical issues requiring in-depth expertise. Show less

Ribeirão Preto, São Paulo - Brasil

• Development of new courses and lectures related to the training area.
• MCDST (Microsoft Certified Desktop Support Technician), Windows XP, Windows Vista, Windows 7, Outlook, Word, Excel, PowerPoint, Corel Draw, AdobePhotoshop, Fireworks, MS Excel Advanced, Hardware (Computer Assembly and.
• Member of the Help Desk and Network Administration teams; planning and implementing desktop expansion, hardware… Show more
• Member of the Help Desk and Network Administration teams; planning and implementing desktop expansion, hardware infrastructure renewal and deploymentof new software and technologies; inventory control and licenses.
• Performance analysis of the network environment to maintain quality and availability levels, overseeing hardware/software upgrades, inventory control, andlicense management.
• Designed and delivered comprehensive IT courses encompassing diverse software applications, hardware maintenance, and network administration.

Ribeirão Preto, São Paulo - Brasil

• Telemarketing: Outbound and Inbound
• Spreadsheet Preparation and Contract Typing
• Information Management: Email Accounts, Spreadsheets
• Invoicing
• Online Budgeting
• Online Customer Service