Languages
FERNANDO FAVA
Sao Paulo,SP
Summary
Experienced Technical Support professional with over 7 years in IT support and administrative operations. Skilled in resolving complex technical issues and enhancing operational continuity. Bilingual in English and Portuguese, with a strong foundation in Systems Analysis and CompTIA A+ standards. Focused on delivering exceptional service and improving user experience through effective problem-solving.
Overview
2
2
27
27
Certifications
8
8
years of professional experience
Work History
Help Desk Analyst I
Bentley Systems
08.2024 - Current
- Provided technical support and resolved technical problems efficiently, enhancing user satisfaction.
- Managed complex ticketing workflows and delivered customer service that addressed user needs effectively.
- Resolved service desk incidents using ticketing workflows, restoring access to applications, devices, and network resources.
- Managed user provisioning and deprovisioning in Active Directory, Microsoft 365, and related support systems.
- Troubleshot Windows, VPN, and remote connectivity issues, delivering consistent support across distributed teams.
Junior Analyst
Accenture
10.2022 - 07.2024
- Provided technical solutions and conducted system analysis to support operational efficiency in a fast-paced corporate environment.
- Analyzed operational data to support client reporting and decision-making.
- Built Excel models to streamline recurring analysis and reconcile discrepancies.
- Prepared dashboards and presentations for stakeholder reviews and status updates.
Soldier
Brazilian Air Force (FAB)
08.2018 - 09.2022
- Executed administrative tasks with high attention to detail and effective communication to support team objectives.
- Cultivated disciplined organizational habits to ensure efficiency in high-stakes operations.
- Executed access control and visitor screening to maintain base security protocols.
- Patrolled designated areas, identifying irregularities and reporting incidents promptly.
- Maintained operational readiness by following military discipline and safety procedures.
Education
Analysis and Systems Development
Universidade UNG
01-2023
Skills
- Ticket logging
- Software installation
- Incident response
- Network support
- Application installations
- Hardware Installation
- Client communication
- Technical analysis
- Security awareness
- Customer support
- Client communication
- Software diagnosis
Certification
- TOEIC English Certificate - TOEIC Program (Nov 2022),
- CompTIA A+ Core 1 Specialized Modules (Skillsoft) Oct 2023:, Troubleshooting Wired, Wireless, & Printer Issues, Networking Fundamentals & Configurations, Client-side Virtualization & Cloud Computing Concepts, Motherboards, CPUs, RAM, & Storage Solutions, Mobile Device Accessories & Network Connectivity, Multifunction Devices & Printer Consumables
- Foundations of Cybersecurity, Google - Sep 2026
Languages
Languages: English (Native or Bilingual Proficiency), Portuguese (Native).
Timeline
Help Desk Analyst I
Bentley Systems
08.2024 - Current
Junior Analyst
Accenture
10.2022 - 07.2024
Soldier
Brazilian Air Force (FAB)
08.2018 - 09.2022
Analysis and Systems Development
Universidade UNG
Personal Information
Title: Help Desk Analyst