It Support Customer Service

SUMMARY OF QUALIFICATIONS

I am motivated and eager to learn to provide IT support professionals with a strong foundation in technical concepts and customer service. I am proficient in various operating systems and applications, with a passion for troubleshooting and problem solving. Seeking an IT support role to utilize my skills and gain hands on experience in the field. CORE STRENGTHS

• Customer service

• Software-Hardware troubleshooting

• Help desk ticketing systems • Active directory user management

• Office 365 management

• Windows 10/11 administration

TECHNOLOGY PROFICIENCIES

NETWORKING: LAN, WAN, WI-FI, TCP/IP, DHCP, DNS, Cisco Devices OPERATING SYSTEMS: Windows 10, 11, Server 2016, 2019, Linux OS DESKTOP APPLICATIONS: Microsoft Office 365, Various Third-Party Applications TICKETING SYSTEMS: ServiceNow, Spiceworks

REMOTE/SHADOWING: Zoom, SCCM Remote Tools, Webex

SECURITY: Windows Hardening, ManageEngine Patch Management CERTIFICATIONS: TestOut PC PRO, COMPTIA A+

ADDITIONAL SKILLS: Azure Active Directory, Microsoft endpoint manager PROFESSIONAL EXPERIENCE

JOBSKILLSHARE

07/2023-Present

IT Support Trainee Member

Summary:

I am a dedicated and proactive JSS member with hands-on experience in IT and systems administration. Proficient in a wide range of technical skills gained through active participation in JSS programs and labs. Active Directory User Management: Designed and implemented a test environment using Active Directory to manage user accounts and permissions. Conducted troubleshooting and resolved account issues. Office 365 User Management: Implemented a test environment using Office 365 to manage user accounts and permissions. Conducted troubleshooting and resolved issues related to email, calendar, and office 365 accounts. Windows 10\11 Deployment: Implemented a Windows 10 deployment strategy in a practice lab using documentation. Technical Documentation: Created technical documentation for various projects assigned by the IT Administrator. Troubleshooting: Conducted troubleshooting on various lab projects, including identifying and resolving issues related to networking, operating systems, and applications. V

SIMONE ARAUJO

*********************@*****.*** ● Kennesaw, Georgia, 30144● 404-***-**** ● CAI

06/2023-05/2024

Bilingual Data Analyst

Perform incident triage and maintain ownership until resolved or escalated for further research. ● Build ongoing relationships with customers. ● Answer incoming support inquiries via various channels (Chat, phone, email, etc.) ● Continuously maintain ticket backlog, record support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets. ● Continuously train on new and upcoming Kaseya products to ensure the highest level of technical support. Assist in inter-departmental projects to ensure the target deliverables are met. ● Develop a strong understanding of Kaseya customer requirements and processes. ● Work with leadership to improve skill sets and career development opportunities. ● Keep up to date with knowledge base articles and other product- related documentation. ● Manage multiple tasks in a fast-paced environment with competing priorities. ● Perform all other duties as assigned.

INSPIRE BRANDS

12/2023-02/2023

Data Analyst

Troubleshooting on tickets throw service now software ● Helped set up and take down a lab ● Processed daily invoices through excel ● Held daily meetings with coworkers as well as vendors for report updates Office 365 User Management: Implemented a test environment using Office 365 to manage user accounts and permissions. Conducted troubleshooting and resolved issues related to email, calendar, and office 365 accounts. DELTA

06/2015-08/2017

Flight Attendant

Printable weather report and itinerary in legacy Impact printer ● Performed troubleshooting on passengers connecting flights, bag tags, and pre bookings ● Operated a jet bridge timed while meeting aircrafts ● Prepared flights and closed them while using Deltas OS system

DELTA

07/2017-04/2020

Gate Agent/Customer Service

Flight Attendant ● Held daily meeting while reviewing Delta’s software on passenger and flight information ● Imputed any medical or mechanical issues during flight as well as logged imported information ● Passed yearly FAA mandated aircraft security training ● Kept up with FAA and Deltas regulation by using their software platform for continuous training.

ACADEMIC QUALIFICATIONS

IT Support Training Part 1/ Certificate Verification Code: 147***-****-***** Modern IT Support Training Part 2 / Certificate Verification Code: 147***-****-***** Brown University/ Computer Science Degree

CompTIA A+

Languages

Native Portuguese, Spanish Fluent

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