Andre Luiz L Costa
Redmond,WA
Summary
Experienced with network troubleshooting, ensuring minimal downtime and reliable connectivity. Utilizes network monitoring tools to identify and resolve issues promptly. Knowledge of system configurations and proactive maintenance.
Overview
17
17
years of professional experience
Work History
Customer Support Associate (Portuguese)
SpaceX
04.2024 - Current
- Troubleshoot application and hardware issues.
- Optimizes both internal and customer-facing knowledge bases, driving a reduction in repetitive support queries and improving overall support efficiency.
- Provides expert technical support to Starlink Brazilian consumers, resolving complex issues.
Support Specialist (Temporary Position)
AAA – American Automobile Association
10.2023 - 01.2024
- Responsible for local support, Internet access configuration and refresh all the computers for the entire company all over the US.
Support Specialist (temporary position)
Safran
09.2022 - 05.2023
- Responsible for local and remote support for internal users, email account configuration (Outlook / Exchange), Internet access configuration, hardware troubleshooting and diagnostics.
- Executed companywide Fleet refresh.
Support Analyst
Company 3
12.2021 - 09.2022
- Responsible for local and remote support for internal users: included calls opening and addressing technical issues not solved in 1st level, Managing users O365 Licenses, Authentication reset using Azure Portal, Active Directory (Network User Creation, access release), email account configuration (Outlook / Exchange), Jamf, SCCM, Internet access configuration, hardware troubleshooting and diagnostics Windows 10, Macbooks, Iphone and Android and the ability to deploy Softwares and images.
Repair Associate II
Zebra Technologies
12.2020 - 02.2021
- Received different devices from various customers ensuring all data is accurate. Assisted in creating and resolving specific customer RMA ticket submissions. Unloaded trucks scanning and stacking boxes on skids properly.
Implementation Analyst
Nike
10.2018 - 02.2019
- Responsible for installations and maintenance of switches and routers for all Nike stores in Brazil.
Help Desk Analyst
Hamburg Sud
05.2017 - 10.2018
- Hired for the development of a specific project of bilingual support to the German team during a critical phase of system maintenance. Responsible for the interface between Brazil and Germany.
NET Communications S/A
IT Systems Analyst
05.2015 - 05.2017
- Managing, implementing and supporting the monitoring tools used by users end all departments, as well as ensuring the proper functioning and availability of monitors providing improvements in the production processes. Responsible for the implementation of improvements, administration and support for the service monitoring tool (Mercury SiteScope), administration and support for the application monitoring tool (BSM), administration and registration of users in the SiteScope and BSM tools. Responsible for user support: call handling, problems, change requests and tasks in the CA tool respecting the SLA, confection of alarm monitors for the SiteScope tool, for Windows and Unix servers.
Data Base Analyst
RDI Software
08.2014 - 12.2014
- Hired for the development of McDonald`s self-order software. Specific 5 months project.
- Administration in Oracle database in general.
Help Desk Analyst
Hamburg Sud
08.2013 - 06.2014
- Responsible for server services maintenance, as well as administration. Daily monitoring of the company network and equipment, hardware troubleshooting and diagnostics, Windows XP / 7/8 and Windows Server 2003/2008 and Exchange Server. New user`s creation, configuration and support for Blackberry. Oracle-based Enterprise systems, analysis and Database development, Active Directory.
IT Analyst
Odebrecht
01.2011 - 07.2013
- Responsible for remote support for internal users: calls opening and addressing technical issues not solved in 1st level, Networks monitoring with What`s Up Software, monitoring via Nagios tool. Office troubleshooting with users. Active Directory (Network User Creation, access release), email account configuration (Outlook / Exchange), Internet access configuration, knowledge in Lotus Notes, administration and configuration of Telecommunication / Telephony of Blackberry, Iphone, Android devices Exchange mail share in BES and RIM communication servers.
IT Analyst
End to End Technology
07.2010 - 12.2010
- HP tool administration focused on querying issues from critical systems using PLSQL database query tools. Full support for users regarding Service Monitoring Tool (Mercury SiteScope), Administration and Support for Application Monitoring Tool (Mercury BAC), purge execution (BAC), reporting (SiteScope), ITG tool respecting the SLA, creation of alarm monitors for the Mercury SiteScope tool, for Windows and Unix servers.
Support Analyst
Lotus IT
08.2008 - 06.2010
- Network-wide support on the Windows and Linux platform.
Education
Azure Fundamentals -
Ka Solutions
01.2023
BS - IT Technology
Cruzeiro Sul
01.2014
Skills
- Experienced with Active Direct (AD) user management
- Administrator/Operational Support
- Profound knowledge of Linux, Unix, Oracle and MySQL
- Knowledge of APM tools (Dynatrace, AppDynamics)
- Experience with SCCM, Citrix and Intune
- Excellent analytical and critical thinking skills
- Ability to effectively communicate and present in courteous and tactful manner
- Ability to articulate ideas to technical and non-technical audiences
- Ability to review data and provide any analysis
- Excellent reporting metrics and data analysis skills
- Hard worker, flexible and focused
- Teamwork and collaboration
- Problem-solving
Additional Qualifications
- Languages: Portuguese native, Spanish intermediate
- Network structure
- Linux
- Computer maintenance
- Oracle Database
- SQL Data Base creation
Timeline
Customer Support Associate (Portuguese)
SpaceX
04.2024 - Current
Support Specialist (Temporary Position)
AAA – American Automobile Association
10.2023 - 01.2024
Support Specialist (temporary position)
Safran
09.2022 - 05.2023
Support Analyst
Company 3
12.2021 - 09.2022
Repair Associate II
Zebra Technologies
12.2020 - 02.2021
Implementation Analyst
Nike
10.2018 - 02.2019
Help Desk Analyst
Hamburg Sud
05.2017 - 10.2018
NET Communications S/A
IT Systems Analyst
05.2015 - 05.2017
Data Base Analyst
RDI Software
08.2014 - 12.2014
Help Desk Analyst
Hamburg Sud
08.2013 - 06.2014
IT Analyst
Odebrecht
01.2011 - 07.2013
IT Analyst
End to End Technology
07.2010 - 12.2010
Support Analyst
Lotus IT
08.2008 - 06.2010
Azure Fundamentals -
Ka Solutions
BS - IT Technology
Cruzeiro Sul