Bruce Dornelles BS
Iowa City,USA
Summary
Multifaceted IT Engineer with 15 years of expertise delivering outstanding technical support to diverse clientele. Demonstrates a strong history of effectively diagnosing and resolving hardware and software issues, consistently surpassing client expectations. Proficient in communication and interpersonal abilities, fostering enduring, positive customer connections. Enthusiastic about leveraging a wide-ranging skill set and extensive experience in a challenging role, aiming to drive positive change and foster organizational expansion by optimizing IT services for customer.
Overview
20
20
years of professional experience
Work History
IT Support Consultant
University of Iowa Hospital and Clinics
Iowa City, USA
01.2022 - 12.2023
- Managed the deployment of PCs, laptops, printers, and mobile devices.
- Providing in-depth support for diverse applications, hardware, and software issues.
- Review/Approve changes post-implementation to validate success/failure and enable timely closure.
- Recommending basic software and hardware requirements to customers.
- Onboarding and deploying a group of 10 hourly contractors.
- Technical Training Information for Doctors, Nurses, Directors, Researchers, and Administrative Staff
- Collaborating with clients to understand their needs and ensure project goals alignment.
- Building high-performing teams with diverse perspectives, fostering a culture of integrity, quality, commitment, and innovation to drive project success.
- Promoting high customer satisfaction through knowledgeable and friendly service.
- Engaging in phone-based technical troubleshooting, comprehending employee requirements, and offering optimal solutions for individual needs
Desktop Support Technician
HCL America Procter & Gamble
Iowa City, USA
06.2020 - 12.2021
- Delivered comprehensive telephone and deskside support to employees across three manufacturing plants, ensuring seamless operations and optimal productivity.
- Utilize the ServiceNow ticket tracking system to categorize, prioritize, and escalate issues as necessary.
- Apply expert-level technical skills to diagnose and resolve desktop hardware, software, and network problems, enhancing system performance for end users and providing discreet solutions.
- Thrive in fast-paced environments, prioritizing and successfully managing diverse IT tasks simultaneously to ensure efficient resolution and service delivery.
- Answer incoming calls and emails from customers, resolving issues immediately or tracking them for follow-up if more information is needed.
- Assist the Hardware Technician with hardware installations and PC deployments. Additionally, assist the Systems Administrator with networking and client-related solutions.
- Support Windows 10, Windows 7, and Office 365.
- Demonstrated ability to work effectively within multicultural teams, leveraging strong communication and interpersonal skills to bridge communication gaps and achieve common goals.
- Worked varied technology concepts relating to electronic file storage, desktop management;
- Demonstrated ability to identify and troubleshoot computer systems and network performance for operational problems and make recommendations for corrective actions
IT Support Engineer
Oncoclínicas Group
Porto Alegre, Brazil
06.2019 - 03.2020
- Oncoclínicas is present in 14 Brazilian states and the Federal District with 143 units, including clinics, hospital partnerships and a precision medicine laboratory. It operates in the entire line of cancer care, with around 2,700 specialist doctors and 7,000 employees, performing approximately 615 thousand treatments in the last 12 months. The Group was founded in 2010 by oncologist Bruno Ferrari with the aim of placing the patient at the center of everything, throughout their journey.
- The relevance of the Oncoclínicas Group is reinforced by the exclusive partnership in Brazil with the Dana-Farber Cancer Institute, one of the most renowned cancer research and treatment centers in the world, affiliated with Harvard Medical School. Signed in 2014, the partnership aims to exchange clinical experience, focusing on continuing medical education and training programs.
- Provided technical support to physicians, nurses, and all clinic staff for the FOR CARE medical software
- Proficient in installation and maintenance of software, hardware, and licensed inventory tracking systems
- Capable of providing basic training in the use of supported systems.
- Skilled in administering public resource areas and explaining technical concepts to non-technical users
IT Systems Administrator
RECORD TV (BRAZILIAN TELEVISION GROUP)
Porto Alegre, Brazil
01.2004 - 05.2017
- Group Record Television (Brazil) is a Brazilian free-to-air television network. It is currently the second largest commercial TV station in Brazil, and the 28th largest in the 2012 world ranking
- System Administrator – 7 years: providing technical support to 50+ journalists in a high-pressure, deadline-driven newsroom environment.
- Systems administration across diverse software and hardware environments
- Provided remote technical support to journalists across multiple branches.
- Support technician Tier 3 - 1 year: Managed a multi-platform IT infrastructure, including desktops, laptops, mobile devices, printers, and scanners.
- Support technician Tier 2 - 4 years: Provided remote support for an Internet Service Provider, troubleshooting internet connection errors, Windows(95, XP, 7, 10) and Microsoft Office issues.
- Created and maintained thorough project documentation.
Education
Bachelor of Science -
Federal University of Rio Grande Do Sul Porto Alegre
Porto Alegre06.2017
Bachelor of Science -
State University of Rio Grande Do Sul
Guaiba Skills
- Strong Customer-Focused
- Flexible
- Communication
- Team-Oriented
- Solid work history
- Strong troubleshooting skills
- Results-oriented
- Experience in a Healthcare
Additional Information
- MICROSOFT OFFICE 365 / GOOGLE
- Windows Server and Azure fundamentals
- Active Directory Users and Computers (ADUC)
- SERVICE NOW, Cherwell
- Operational Systems - Windows OS (95/XP/7/10, 11) and macOS
- Virtual Private Network (VPN)
- Microsoft Endpoint Configuration Manager (MECM)
- Remote Access
- Certification APG (International Society of Neuro-Semantics)
- Certification Neuro-Linguistic Programming (NLP)
Languages
- Portuguese, Native/ Bilingual
- English, Full Professional
- Spanish, Professional
- Italian, Basic
Timeline
IT Support Consultant
University of Iowa Hospital and Clinics
01.2022 - 12.2023
Desktop Support Technician
HCL America Procter & Gamble
06.2020 - 12.2021
IT Support Engineer
Oncoclínicas Group
06.2019 - 03.2020
IT Systems Administrator
RECORD TV (BRAZILIAN TELEVISION GROUP)
01.2004 - 05.2017
Bachelor of Science -
Federal University of Rio Grande Do Sul Porto Alegre
Bachelor of Science -
State University of Rio Grande Do Sul
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