FRANCO FACCIOLLA
IT SUPPORT
Saint Cloud,FL
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in Windows environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
11
11
years of professional experience
Work History
IT Support Specialist
Peninsula Participacoes
SÃO PAULO, SP
06.2023 - 08.2024
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for 125 employees.
- Used ticketing systems to manage and process support actions and requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Assisted in the successful migration to a new server platform with minimal interruptions to business operations.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
Support Analyst
Inoventi Tecnologia e Soluções
SÃO PAULO, SP
03.2022 - 06.2023
- Answered customer support inquiries via specialized ticket tracking platforms.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback and providing [Result].
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
ERP Specialist
LewLara\TBWA
SÃO PAULO-SP
01.2014 - 10.2019
- Assisted customers with assessing and defining key business processes, policies and procedures.
- Managed customer expectations and relationships through easily understood explanations and clear communication.
- Taught end users to navigate ERP system by developing and presenting training sessions.
- Identified and resolved defects by developing test strategies, testing tools and test scripts.
- Coordinated data conversion activities with internal and customer resources.
- Implemented new ERP systems based on accounting requirements and user needs, assisting with system builds, testing and deliverables.
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Education
MBA - Communication And Marketing
Universidade Cruzeiro Do Sul
São Paulo - Brazil09.2018
Technology in Management Processes - Business Administration
Universidade Nove De Julho
São Paulo - Brazil12.2015
Skills
- System Performance Assessment
- Service Schedule Coordination
- Microsoft Windows and Office
- Organizational Skills
- Hardware and Software Repair
- Defect Analysis and Resolution
- Help Desk Support
- Resolving Problems and Incidents
- Troubleshooting Network Issues
- Collaborative Team Player
- Analytical and Methodical
- Remote Technical Support
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursWork from home optionLanguages
English
Upper intermediate (B2)
Portuguese
Bilingual or Proficient (C2)
Timeline
IT Support Specialist
Peninsula Participacoes
06.2023 - 08.2024
Support Analyst
Inoventi Tecnologia e Soluções
03.2022 - 06.2023
ERP Specialist
LewLara\TBWA
01.2014 - 10.2019
MBA - Communication And Marketing
Universidade Cruzeiro Do Sul
Technology in Management Processes - Business Administration
Universidade Nove De Julho
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