Lucas Varotto
Gold Coast
Summary
Dynamic IT Support Analyst with extensive experience at Nelogica, adept at incident management and ticket triage using ITIL best practices. Proven ability to mentor peers and enhance support services, ensuring SLA compliance. Skilled in Zendesk and JIRA, with a strong focus on improving client satisfaction through effective problem resolution.
Overview
5
5
years of professional experience
Work History
IT Support Analyst (N2)
Nelogica
07.2021 - 07.2023
- Handled technical incidents and ticket triage following ITIL best practices.
- Collaborated with cross-functional teams to manage incidents and reduce client impact.
- Supported N1 analysts in complex cases by offering guidance and technical mentoring.
- Tools used: Zendesk, Kibana, JIRA.
Logistics Assistant
Cootransverde Transport Cooperative
01.2021 - 07.2021
- Scheduled loading orders for cooperative drivers.
- Finalized and organized freight documents.
- Issued invoices and organized documentation using internal logistics systems.
Technical Support Analyst (N1)
SGBr® Systems
02.2019 - 08.2020
- Provided technical assistance for invoice issuance and internal system controls.
- Identified and reported software or database errors to the development team.
- Created SQL reports to improve customer experience.
- Assisted with tax and fiscal processes such as SPEDs, Sintegra, ICMS, and basic invoicing rules.
Junior Apprentice – Refrigeration Department
BRF SA
02.2018 - 12.2018
- Supported operators with administrative tasks and data collection.
- Handled internal logistics and material delivery for the department.
Education
Post-Degree Certificate - Postgraduate Certificate in Mobile Application Dev
UNOPAR – Universidade Norte Do Paraná
Concordia, SC, Brazil09-2022
Technologist - Associate Degree in Systems Analysis & Development
UNOPAR – Universidade Norte Do Paraná
Concordia, SC, Brazil12-2021
Skills
- Support ticketing systems
- Application support
- Incident management
- ITIL processes
- Remote support
- Hardware support
- Ticketing systems
- Support services
- SLA compliance
- [Software] expertise
Timeline
IT Support Analyst (N2)
Nelogica
07.2021 - 07.2023
Logistics Assistant
Cootransverde Transport Cooperative
01.2021 - 07.2021
Technical Support Analyst (N1)
SGBr® Systems
02.2019 - 08.2020
Junior Apprentice – Refrigeration Department
BRF SA
02.2018 - 12.2018
Post-Degree Certificate - Postgraduate Certificate in Mobile Application Dev
UNOPAR – Universidade Norte Do Paraná
Technologist - Associate Degree in Systems Analysis & Development
UNOPAR – Universidade Norte Do Paraná
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