Anderson Santos
San Diego,California
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. 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.
Overview
6
6
years of professional experience
Work History
Support Analyst
DSM Nutritional Products
11.2015 - 12.2018
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Monitored systems in operation and quickly troubleshot errors.
- Connected to computer of client using remote link to install new programs and applications.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
Help Desk Technician
SDTE - Secretaria Municipal Do Desenvolvimento
12.2012 - 06.2014
- r emails.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
Certificate - Information Technology
SDUIS
San Diego, CA08.2023
High School Diploma -
UNIP - Universidade Paulista
Sao Paulo, Brazil12.2014
Skills
- MS Office Proficiency
- Customer Support
- Desktop Support
- Troubleshooting and Assistance
- User Experience
- Performance Improvement
- Data Recovery
- Hardware Upgrades
- Configuring Devices
- Network Performance
Accomplishments
- Endorsements in software development and mobile applications.
- Resolved product issue through consumer testing.
Languages
Portuguese
Native or Bilingual
Timeline
Support Analyst
DSM Nutritional Products
11.2015 - 12.2018
Help Desk Technician
SDTE - Secretaria Municipal Do Desenvolvimento
12.2012 - 06.2014
Certificate - Information Technology
SDUIS
High School Diploma -
UNIP - Universidade Paulista
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