Victor Fernandes de Lucena
Santa Catarina
Summary
Dedicated IT professional with extensive expertise in AWS, Microsoft PowerShell, and network support. Demonstrates strong troubleshooting skills and a commitment to customer satisfaction through effective communication and interpersonal abilities. Proficient in equipment maintenance, servers support, and cloud technologies, with a focus on prioritisation and problem-solving. Aspires to leverage technical skills in a dynamic environment to drive innovation and efficiency.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work history
Customer Support Engineer
Enabley
TelAviv
2023.02 - 2025.05
- Company Overview: formerly Time To Know
- Ensure that all service level agreements and customer satisfaction goals are met;
- Provide operational solutions for cloud-based environments and applications.
- Serve as the primary point of contact to provide technical support to customers.
- Provide multilayer support for users using multiple support channels.
- Take control and management of topics reported by clients until resolution.
- Formerly Time To Know
English Instructor
Self-Employed
Brasil
2022.07 - 2023.11
- Crafted and presented engaging English lessons tailored for students across diverse proficiency levels.
- Utilized online platforms to conduct live classes, ensuring an interactive learning experience.
- Created personalized learning materials, including presentations, worksheets, and quizzes.
- Provided one-on-one feedback to students to enhance their speaking, listening, reading, and writing skills.
- Conducted regular assessments to track students’ progress and adjust learning strategies accordingly.
- Used technology tools like Google Classroom, Zoom, and other LMS platforms to manage classes efficiently.
- Fostered a positive and supportive learning environment, encouraging students to achieve their language goals.
- Formerly Time To Know
Support Analyst
DBCorp Brasil Sistemas ERP
São Paulo
2022.04 - 2022.07
- Conducted tests to ensure system functionality and reliability.
- Assisted with operating systems to maintain optimal performance.
- Analysed business requirements before initiating appropriate IT solutions.
- Controlled changes to endpoints, ensuring security and compliance.
Technical Support Engineer
Watchtower
2015.09 - 2021.11
- Resolved customer issues by adding hardware and software features.
- Collaborated with management to enhance strategies through new process implementation.
- Reviewed files and records to extract essential business data for development requests.
- Renewed computer systems, boosting efficiency for end users.
- Created scripts for information gathering to streamline inventory management.
- Prioritised tasks effectively for efficient resolution of customer concerns.
IT Instructor
Study – School
São Paulo
2014.06 - 2015.07
- Implementation of a curriculum with multidisciplinary approach, seeking to integrate several areas of knowledge.
- Individual attendance of students in order to offer educational and socio-emotional support, lowering the levels of anxiety and stress in the classes.
Education
Information Technology -
ETEC Itaquaquecetuba
2011.01 - 2012.01
Skills
- AWS – Amazon Web Services
- Troubleshooting Experience
- Microsoft PowerShell
- Equipment maintenance
- MS Office
- Windows
- Ubuntu
- Network Support
- Servers support
- End point user-Laptop
- Desktop
- Office 365
- Cloud
- L1 Support for Lab equipment
- Lab devices
- Well-organized
- Multi-tasking
- Prioritization
- Problem-solving
- Customer commitment
- Communication
- Interpersonal skills
Certification
- AWS Certified Cloud Practitioner
- Linux Foundations
- DevOps Foundations
- PowerShell Foundations
Languages
English
Advanced
Portuguese
Native
Spanish
Intermediate
Timeline
Customer Support Engineer
Enabley
2023.02 - 2025.05
English Instructor
Self-Employed
2022.07 - 2023.11
Support Analyst
DBCorp Brasil Sistemas ERP
2022.04 - 2022.07
Technical Support Engineer
Watchtower
2015.09 - 2021.11
IT Instructor
Study – School
2014.06 - 2015.07
Information Technology -
ETEC Itaquaquecetuba
2011.01 - 2012.01