Manager Support

Yan Müller Sarmento

Scharlau - São Leopoldo, RS, Brazil

+55-51-981**-****

adcgtt@r.postjobfree.com https://www.linkedin.com/in/yan-sarmento IT Analyst with 5+ years of experience both Service Desk and Field Support. These years working in IT have provided me with experience in some important areas of the industry, for the most part customer service and remote support. HIGHLIGHTS

• Solid troubleshooting and problem-solving skills;

• Ability to work in a team and independently;

• Ability to work on high-pressure with high volume of work;

• Ease of learning and adopting new procedures;

• Responsible and communicative;

• Good knowledge of hardware, operational systems, Microsoft applications, System Center Configuration Manager (SCCM), Avecto Defendpoint Security administration, Active Directory, Service Now, Salesforce, SAP, Peoplesoft, IBM Tivoli, network, Windows Server 2012, Group Policy (GPO) management;

• Formal recognition received for collaborating with the team by assisting other team members, training new coworkers and presenting good results in terms of quality and first-time resolution;

• Formal recognition received due to customer appreciation for delivering high quality results. ACADEMIC / EDUCATIONAL BACKGROUND

PAULISTA UNIVERSITY (UNIP) - São Paulo, Brazil

Associate Degree in Systems Analysis and Development. Started in February, 2018 - In progress. CNA ENGLISH SCHOOL – São Leopoldo, RS, Brazil English course, Advanced level - In progress. TWENTY ENGLISH SCHOOL - Novo Hamburgo, RS, Brazil English course - Concluded in October, 2017. TECHNICAL SCHOOL PORTÃO (ETEP) - Portão, RS, Brazil Technical course in Information Technology– Concluded in December, 2014.

LANGUAGES

English – Advanced

Brazilian Portuguese – Native speaker

PROFESSIONAL EXPERIENCE

META - Information Technology & Services

IT Analyst October 2019 – Present

• Active Directory migration and post migration support;

• Software and script deployment through System Center Configuration Manager (SCCM);

• Group Policy (GPO) management;

• Users and devices management in Windows Server 2012. HCL TECHNOLOGIES

Senior Service Desk Analyst November 2018 – September 2019

• Software deployment through System Center Configuration Manager (SCCM);

• Group Policy (GPO) management;

• Problem and Change management;

• Critical issues analysis and resolution through the root cause;

• Communication with global teams;

• Application version control for Antivirus, System Center Configuration Manager (SCCM), BIOS and BitLocker;

• Mass installation and uninstallation of applications;

• Proactive issues checking;

• Interface between the Service Desk team and Specialists teams;

• Processes review and optimization;

• Avecto Defendpoint Security administration.

Bilingual Service Desk Analyst August 2016 – November 2018

• First and second level analyst, working directly with the customer both phone and email based, monitoring systems, servers and critical services;

• First support with ERP systems (Peoplesoft and SAP);

• Support users with internal critical systems responsible for product line;

• Troubleshooting, escalation and resolution tickets about infrastructure environment.

• Support to great variety of softwares such as Salesforce, IBM Lotus Notes, Active Directory, NFe Neogrid, MS Office systems (Outlook, Excel, Word), etc.

STEFANINI IT SOLUTIONS

Service Desk Analyst February 2015 – August 2016

• Support users with several production systems such as MES, Sicla, SIP Carregamento, etc.;

• First level support for SAP ERP;

• Support users with MS Office, SAP, File Server, etc.;

• First level support to local systems and infrastructure environment. ATENDEBEM GROUP (SOUTH GROUP)

Onsite Support – Intern February 2014 – February 2015

• Support to internal systems, such as Bee, RH Metadados, CSIntegrator, etc.;

• Support users with infrastructure problems;

• Hardware maintenance and replacement;

• Wired connection repair;

• Hardware configuration (phones extensions, switches, printers, structured cabling, etc.).

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