Hi, I’m
Felipe Martins Leles
Summary
With a proven track record at HCL Technologies, I excel in cybersecurity and client relationship management, enhancing IT infrastructure and customer satisfaction. My expertise in IT risk management and ability to improve shipping accuracy by integrating advanced systems underscore my commitment to operational excellence and strategic problem-solving. Versatile Information Technology Consultant with [Number] years helping companies optimize IT spending and exploit technical assets. Proponent of macro-level approaches to IT asset management. Skilled at analyzing and enhancing systems, infrastructure, and frameworks to accelerate progress toward business goals. Successful Information Technology Consultant with [Number] years designing, developing, and implementing widely varied IT systems. Tenacious in acquiring new business by maintaining exemplary historical results. Skilled at creating and fostering strong business relationships to build long-term trust and growing profits. Dedicated IT Consultant offering [Number] years of experience in IT vision, development and implementation of programs and systems. Subject matter expert in day-to-day operations, planning, organizing and managing operations and complying with standards and policies. Demonstrated to leverage strategic planning to foster new improvements that maximize productivity and efficiency. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
years of professional experience
1
Certification
Work History
HCL Technologies
Associate Consultant, Technology
12.2022 - 07.2024
Job overview
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Engineered, managed and installed PBX system with ACD and reporting capabilities for client call center.
- Improved shipping accuracy to [Number]% by integrating Oracle EBS with mobile devices and manifesting systems.
- Safely disposed of decommissioned devices, directing electronic waste to appropriate recycling facilities.
- Offered guidance to consumers on purchasing mobile phone accessories.
- Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods.
- Provided advice to consumers on safety and reliability of third-party replacement parts.
- Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Inspected, tested and adjusted mechanical and electrical systems to facilitate proper functioning.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Utilized variety of tools and test equipment to troubleshoot and diagnose equipment malfunctions.
- Conducted regular inspections of equipment to promptly identify issues that could cause machinery malfunctions.
- Positively engaged with customers and maintained professional appearance as company representative.
- Completed preventive maintenance on machines to enhance production and maintain quality.
- Inspected devices for signs of intentional or accidental damage to determine warranty eligibility.
Exbiz Telecom
Inside Sales Representative (Akamai Partner)
05.2022 - 09.2022
Job overview
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Collaborated with outside sales representatives, marketing and other departments to generate leads and close sales.
- Attended meeting and sales events to learn latest developments and brainstorm new sales strategies.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Broadtec Technology and Services
Broadtec Technology and Services
11.2019 - 05.2022
Job overview
- Built and maintained relationships with associates, customers and vendors.
- Researched industry-specific information from outside sources.
- Analyzed and negotiated [Product or Service ] and terms and conditions.
- Structured and presented business cases for credit recommendation.
- Performed other duties to support goals and objectives of relationship management teams.
- Conducted primary and secondary research to better understand customer needs and behaviors.
- Researched and evaluated potential new markets and products.
- Established and managed relationships with external data providers and research vendors.
Amazon
Trilingual Support Analyst
11.2019 - 11.2020
Job overview
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Created user accounts and managed access control.
- Contributed to on-site and technical support for third-party software titles such as [Software] and [Software] for [Type] personnel.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software].
- Configured and distributed devices used daily by employees.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
Wipro Technologies
Trilingual Support Analyst
06.2018 - 11.2019
Job overview
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Created user accounts and managed access control.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Created user accounts and assigned permissions.
Workaway
Volunteer
03.2016 - 09.2016
Job overview
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Maintained clean, neat, and operational facilities to serve program needs.
- Used strong interpersonal communication skills to convey information to others.
- Assisted with special events and programs.
- Cultivated strong network of providers delivering necessary assistance to [Type] community.
- Coordinated and managed volunteer activities for community service projects.
Telecom Italia Mobile
Senior Specialized Service Consultant
02.2014 - 03.2016
Job overview
- Maintained high customer satisfaction standards to meet or exceed targets.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
HSM Business School
Information Technology Analyst
03.2012 - 09.2013
Job overview
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Reviewed technical work of consultants and third-party support providers.
- Assessed business requirements to create focused solutions.
- Participated in internal audits regarding quality management system.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Offered input for complex documents to support client-ready final versions.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
Tecnocomp Tecnologia E Serviços Ltda
Support Analyst Service Desk
02.2010 - 02.2012
Job overview
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via [Software].
- Installed, configured and maintained computer systems and network connections.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Contributed to on-site and technical support for third-party software titles such as [Software] and [Software] for [Type] personnel.
Tintas Âncora Ltda
Administrative Assistant
06.2007 - 12.2008
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Established administrative work procedures to track staff's daily tasks.
Education
Bandeirante University of São Paulo São Bernardo Do Campo, Sao Paulo, Brazil
Bachelor of Computer Information Systems from Information Technology
12-2012
Skills
- Cybersecurity
- IT risk management
- Business Analysis
- Machine Learning
- IT service management
- Information Security
- Network Administration
- Client Relationship Management
- Technical installations
- Program Management
- Information management systems
Certification
· Certificate in the English Language - Microcamp
· Certificate in the Spanish Language - Microcamp
· Certificate in French Language - MAISON DE L'AMITIE - Montréal
· Certified in Hardware - Microcamp
· Certificated in Windows/Microsoft Office/ Linux - Databyte Academy
· Certified in Vpon and CMS Secuwatch - Bycon S/A
· DCIM Software Develop Certification - Panduit One Partner Program
· DCIM Software Design (Synapsense) Certification - Panduit One Partner Program
· Certified in Project Management – Udemy
· Sales Certifications for Cibersecurity Akamai Partner Programs:
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Portuguese
Bilingual or Proficient (C2)
French
Intermediate (B1)
Timeline
Associate Consultant, Technology
HCL Technologies
12.2022 - 07.2024
Inside Sales Representative (Akamai Partner)
Exbiz Telecom
05.2022 - 09.2022
Broadtec Technology and Services
Broadtec Technology and Services
11.2019 - 05.2022
Trilingual Support Analyst
Amazon
11.2019 - 11.2020
Trilingual Support Analyst
Wipro Technologies
06.2018 - 11.2019
Volunteer
Workaway
03.2016 - 09.2016
Senior Specialized Service Consultant
Telecom Italia Mobile
02.2014 - 03.2016
Information Technology Analyst
HSM Business School
03.2012 - 09.2013
Support Analyst Service Desk
Tecnocomp Tecnologia E Serviços Ltda
02.2010 - 02.2012
Administrative Assistant
Tintas Âncora Ltda
06.2007 - 12.2008
Bandeirante University of São Paulo
Bachelor of Computer Information Systems from Information Technology
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