Renan Borba Bagesteiro
Dee Why,NSW
Summary
Astute Technical Support Analyst with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Technical Support Analyst
Del Grande
11.2015 - 09.2022
- Providing support for enterprise customers, whose run onsite server or Clouding sytem (e.g AWS, Microsoft Azure)
- Troubleshooting reported services issues for customers, analyzing and identifying solutions for customer's issues and providing best practices for the following incidents (LInux and Microsoft environment).
- troubleshooting and problem solving in incidents reported by customers on analog, voip and digital telecom trunks (PABX - Asterisk).
- Management and optimization of PABX system performance, such as improvements to MSQL queries and PHP applications.
- Configuration, adaptations and improvements of IVR on customer servers.
- Interacting directly with the development team in implementing solutions for high-risk incidents.
- Initiated root cause analysis investigations on recurring issues leading to long term resolutions that improved system stability.
- Streamlined support processes for increased efficiency and faster resolution times.
- Developed comprehensive documentation for troubleshooting procedures, reducing training time for new team members.
- Managed high-priority incidents, ensuring swift resolution and minimal downtime for clients.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Resolved complex technical issues for customers, resulting in enhanced product usability and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
TECHNICAL SUPPORT ANALYST LEVEL III
Zaffari Commerce And Industry
11.2011 - 01.2014
- Installation of the Windows operating system and tools such as Microsoft Office, Antivirus, network configuration, drivers, printers, scanners and peripherals in general.
- Hardware installation, troubleshooting and repair.
- Responding to incidents by phone, chat and via the web system, detailed reporting of services in CRM, monitoring the service until the ticket is closed.
- Monitored systems in operation and quickly troubleshot errors.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
Technical Support Analyst
Unisys
12.2008 - 05.2011
- Providing support services for Dell Inc end-customers, troubleshooting software and hardware and proposing/ applying the best solution for the customer.
- Windows 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.
- Log analysis (Mini-dumps) for in-depth analysis to identify the root of the incident.
- Escalation of critical issues to level 3 support.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Managed a diverse caseload of technical inquiries while maintaining a focus on quality service delivery and prompt issue resolution.
- Increased first-call resolution rates by comprehensively addressing customer concerns and providing clear instructions.
Education
Technical Course - Information Technology
ULBRA
Guaiba, Brazil06.2006
Skills
- Customer Service
- Remote Support
- Customer Support
- Help Desk Support
- Software Installation
- Security Protocols
- Issue Resolution
- Incident Management
- ITIL Knowledge
- Server maintenance
- Network Administration
- Mobile Device Management
- Scripting Languages
- Hardware Configuration
- Virtualization Technologies
- Teamwork and Collaboration
- Problem-Solving
- Microsoft Windows and Office
- Friendly and Patient
- Technical issues analysis
- System Maintenance
Certification
ITIL Foundations V3 - PeolpleCert - Axelos
Timeline
Senior Technical Support Analyst
Del Grande
11.2015 - 09.2022
TECHNICAL SUPPORT ANALYST LEVEL III
Zaffari Commerce And Industry
11.2011 - 01.2014
Technical Support Analyst
Unisys
12.2008 - 05.2011
Technical Course - Information Technology
ULBRA
Similar Profiles
Josh EnanyJosh Enany
Senior Recruiter at Del Grande Dealership GroupSenior Recruiter at Del Grande Dealership Group
Renan Borba BagesteiroRenan Borba Bagesteiro
Senior Technical Support Analyst at Del Grande LTDASenior Technical Support Analyst at Del Grande LTDA
Caleb LaneCaleb Lane
CNA/GI TECH/ Sterilization Tech/ ED Ward Clerk at Rio Grande Hospital, Del Norte Co.CNA/GI TECH/ Sterilization Tech/ ED Ward Clerk at Rio Grande Hospital, Del Norte Co.