Lucas Castro
Systems Support Analyst
Lavrinhas
Summary
Dynamic Systems Support Analyst well-versed in IT and business concepts, practices and systems. Provides technical support to 90 facilities and 215 users. Performs upgrades and maintenance and monitors systems to promote system integrity and security. Excellent analytical and reasoning skills.
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
2
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Systems Support Analyst
Mais Top Estética
Cruzeiro - São Paulo
08.2021 - Current
- Maintained and updated troubleshooting documentation to keep employees up to speed.
- Installed, maintained and repaired company systems involving software, hardware and networking.
- Set up workstations and laptops for 80 new employees by configuring systems, verifying networking connectivity and installing and testing hardware and software.
- Provided technical support for computer-related problems through email, telephone and hands-on support.
- Used remote access software for connectivity purposes.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
Skills
Application support
Data recovery
Customer service expert
Desktop support
Staff education and training
Software diagnosis
Technical issues analysis
TCP/IP
Technical documents comprehension
Written Communication
Good Telephone Etiquette
Excellent Communication
Flexible and Adaptable
Cultural Awareness
Data Entry
Certification
(Track Getting Started in DevOps) - Https://cursos.alura.com.br/degree/certificate/345c2256-ded6-4504-8ccc-66c5d42b057f
Timeline
(Track Getting Started in DevOps) - Https://cursos.alura.com.br/degree/certificate/345c2256-ded6-4504-8ccc-66c5d42b057f
03-2023
(Figma: building your mobile website layout) - Https://cursos.alura.com.br/certificate/dbb3763b-05e5-46a3-9eec-ea5ff502a890
12-2022
(Growth Hacking: growth for digital business) - Https://cursos.alura.com.br/certificate/698e9a8e-0a09-40ec-ba77-84f0676fab38
08-2022
(Computer Architecture: Behind How Your Program Works) - Https://cursos.alura.com.br/certificate/266eef73-8a1d-4d42-9ac2-c7371fd772b8
06-2022
Systems Support Analyst
Mais Top Estética
08.2021 - Current