Iago Luis Salgado Lisboa
Senior Support Specialist
Santarém-Pará
Summary
As an experienced Senior Support Specialist with technical expertise in IT operations, low-level programming, SQL consulting, and advanced PC/workstation hardware maintenance. Holding an IT technician diploma and a Bachelor's degree in analysis and development of systems. I'm passionate about technology and staying current with industry trends.
Experience in front-end development, including HTML, CSS, JavaScript, popular frameworks such as Bootstrap and jQuery, and Google Analytics for data-driven analysis. I'm also a collaborative team player with strong interpersonal skills and is committed to providing effective and efficient solutions to support client and organizational success.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior Support Specialist
PrimeIT
Remote
06.2022 - Current
- Contract with Siteimprove, working as Senior Support Specialist on IT Operations, working with O365 admin, Freshservice ticketing, Azure AD, Zscaler security, Intune MDM, etc.
- Account Management for customers with 8 support representatives.
- Increased customer satisfaction ratings to 40%.
- Helped streamline repair processes and update procedures for support action consistency using Google Analytics.
- Patched software and installed new versions to eliminate security problems and protect data.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
Information Technology Support Analyst
Universidade Federal Do Oeste Do Para
Santarém
12.2019 - 06.2022
- Development and maintenance of support systems/ticketing (GLPI, Feng Office, Nagios, Redmine,
- Internal CRM system (SIG) management
- User/client database admin, being the direct interface between users and developers, managing system permissions, migrations.
- Resolved problems, improved operations and provided exceptional service in SaaS web based CRM SIG, troubleshooting and maintaining with HTML, CSS and JavaScript.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to learn quickly and adapt to new situations.
Information Technology Support Technician
Universidade Federal Do Oeste Do Para
Santarém
11.2014 - 12.2019
- Computer maintenance hardware/software, network maintenance, managing IT contracts, development, and maintenance of support systems (GLPI, Feng Office, Nagios, Redmine, Trello)
- Being the direct interface between users and developers
- Support scripts in Python.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked well in a team setting, providing support and guidance.
IT Support Technician
Correios
08.2013 - 12.2013
- Computer maintenance, travelling to distant cities to perform maintenance, internal Correios system administration, network managing, etc.
Education
Bachelor of Science - Analysis And Development of Systems
Centro Universitário Internacional UNINTER
Santarém 05.2017 - 05.2020
IT Technician, Information Technology - IT
Instituto Federal Do Pará - IFPA
Santarém 01.2010 - 05.2013
Skills
Office 365 Administrationundefined
Timeline
Senior Support Specialist
PrimeIT
06.2022 - Current
Information Technology Support Analyst
Universidade Federal Do Oeste Do Para
12.2019 - 06.2022
Bachelor of Science - Analysis And Development of Systems
Centro Universitário Internacional UNINTER
05.2017 - 05.2020
Information Technology Support Technician
Universidade Federal Do Oeste Do Para
11.2014 - 12.2019
IT Support Technician
Correios
08.2013 - 12.2013
IT Technician, Information Technology - IT
Instituto Federal Do Pará - IFPA
01.2010 - 05.2013
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