Renan Borba Bagesteiro
Sydney,NSW
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Technical Support Analyst
Del Grande LTDA
11.2015 - 09.2022
- Providing support for enterprise customers, whose run onsite server or in AWS Cloud, connected or not to their on-premises infrastructure by VPN or Direct Connection solutions.
- Troubleshooting reported services issues for customers, analysing and identifying solutions for customer`s issues and providing best practices for the following solutions:
- Failure to receive or make calls, identifying the cause of the problem, identifying the best solution and applying it as quickly as possible to restore services.
- remote installation and configuration, providing system reinstall in case of boot system failure.
- Management and optimization of PABX system performance, such as improvements to MSQL queries and PHP applications.
- Configuration, adaptations and improvements of DAC/URA on customer servers.
- Installation and face-to-face service for customers with their own servers, training and adaptation to a new work environment.
- Documented support interactions for future reference.
Technical Support Analyst Level III
Zaffari Commerce And Industry
12.2011 - 01.2014
- Preparation of Technical Instructions and Procedures, Preparation of reports and indicators, Monitoring of outsourced companies in the execution of demands, Follow-up of services.
- Troubleshooting at critical levels in network environments, antivirus, MS active directory.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Monitored systems in operation and quickly troubleshot errors.
Technical Support Analyst
Unisys
02.2009 - 05.2011
- Providing technical support services for the company Dell Inc. Providing support services for Dell customers, troubleshooting software and hardware, proposing and applying the best solution for the customer.
- Operating system installation via telephone call and remote access to customer devices for configuration and performance improvement.
- Opening ticket to supply parts and peripherals when necessary.
- Escalation of critical issues to level 3 support.
- Log analysis (Mini-dumps) for in-depth analysis to identify the root of the incident.
Education
Technical Support -
SCHOOL OF TECHNOLOGY MARTINHO LUTERO
Porto Alegre, Brazil12.2008
Skills
- Customer Service
- Technical Troubleshooting
- Teamwork and Collaboration
- MySQL
- UNIX Shell Scripting
- VoIP - SIP
- Asterisk PABX-IP
- Linux
- Windows Server
Certification
- ITIL® Foundation Certificate in IT Service Management, PeopleCert - AXELOS
Timeline
Senior Technical Support Analyst
Del Grande LTDA
11.2015 - 09.2022
Technical Support Analyst Level III
Zaffari Commerce And Industry
12.2011 - 01.2014
Technical Support Analyst
Unisys
02.2009 - 05.2011
Technical Support -
SCHOOL OF TECHNOLOGY MARTINHO LUTERO
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