Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
Generic

Guilherme V. Machado

Orlando

Summary

IT Support Specialist with extensive experience at IBM, specializing in technical support and problem resolution. Proven track record of enhancing service delivery and consistently achieving performance metrics. Proficient in Microsoft Windows OS and BMC Remedy ITSM, with a strong emphasis on team collaboration to boost user satisfaction.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Desk Consultant

Health First
Rockledge
05.2025 - 08.2025
  • Provide Tier 1 and Tier 2 support for EPIC EHR systems, focusing on MyChart.
  • Troubleshoot and resolve technical issues related to EPIC EHR systems.
  • Assist users with system navigation, functionality, and problem resolution.
  • Document and track issues, resolutions, and escalating complex problems as needed.
  • Collaborate with other IT teams to ensure seamless support and service delivery.
  • Maintain up-to-date knowledge of EPIC EHR systems and related technologies.
  • Ivanti Ticket System- Azure Entra ID – VPN Global Protect – Microsoft Remote Control Viewer

Support Analyst - Hospitality

ORACLE
Orlando
02.2024 - 10.2024
  • Provide first line application support for a wide range of product or systems related service requests.
  • Log and manage support requests in the appropriate systems and ensure that the appropriate internal and customer follow-up is performed within the published or agreed timelines.
  • Analyze, fix and resolve customer issues, working towards the resolution at the first level within a timely manner or working with your manager or team lead to reassigning to the appropriate resource or group.
  • Take ownership of SRs and supervise through to resolution - this includes SRs passed to other teams or external partners.
  • Maintain good relationships with customers, collaborating closely with customers during the incident process to ensure that they are kept informed of progress.
  • Contribute to Knowledge by actively commenting and providing feedback on KM articles.
  • R&A Reporting, gather requirements for selected reports and engage the Developers.

Technical Support Representative

Chapters Health Systems
10.2023 - 01.2024
  • Short project for 3 months to support migration with new accounts emails on new Chromebook and Laptops between colligated companies.
  • One drive Synchronization, guidance to access new platform and Verizon MIFI support.
  • Mobile Device Management.
  • Technical support provided in different locations (Lakeland, Orlando, Tavares).

Technical Support Engineer

Cognizant
Largo
07.2021 - 05.2023
  • Desktop remote support Troubleshooting Interface.
  • Configure user accounts for Office 365.
  • Assist user Active Directory passwords resets.
  • Configure user mailboxes and list of Microsoft Exchange.
  • LogMeIn and TeamViewer remote.
  • Sophos VPN installation and troubleshoot.
  • Epic, Synapse, Rad Assist and Fluency support.
  • PowerShell scripts syncing Domain Controllers.
  • MacOS Monterrey 12.6.6.

Technical Support II

Charter Communications
Austin
05.2021 - 07.2021
  • Provide technical support and troubleshooting for 3 departments: Business, Repair and Billing.
  • Update CMDB for all devices.
  • Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system.
  • Maintain systems used for testing, including repair/rework and hardware changes, software and firmware.
  • Software installation SCCM on Desktops and Notebooks.
  • Audio & Video Conference support and troubleshooting.

Test Engineer- II

Intel
Austin
10.2020 - 03.2021
  • Server /Computer troubleshooting and repair/ replace (Motherboard, CPU, Memory, etc.).
  • Firmware and driver management and updates.
  • Ability to perform technician and system administration tasks.
  • Excels at troubleshooting computer and electro-mechanical systems including use of testing equipment and tools.
  • Responsible for maintaining and debugging od platforms and test equipment.
  • Maintain systems used for testing, including repair/rework and hardware changes, software, and firmware.
  • Software installation (Automated and command line process).

Windows 10 Advisor

IBM
Austin
10.2018 - 06.2020
  • Worldwide remote technical support, via phone and chat, of hardware, network, telephony and over 5000 applications to IBM employees in Brazil.
  • Azure Portal Management.
  • Windows 10.
  • SAP Basic support / ServiceNow.
  • Microsoft Office / SharePoint / Intune / Skype for Business.
  • Citrix / MacBook.
  • LAN / VPN / WI-FI.
  • Slack.
  • Lotus Notes / Outlook / SCCM Jira / JavaScript.
  • Daily utilization and upkeep of ITIL structured service management and knowledge management systems.
  • Continuous monitoring, identification and, the creation of effective plans to address gaps in the knowledge base.
  • Verifiable consistent over-achievement of service and performance metrics and goals.
  • Mentor and go-to technical resource to L1 and fellow advanced agents.
  • Help IBMR`s with Mac OS and iPhone troubleshooting installing packages and upgrades and Lotus Notes.
  • Provide technical support to IBM employees from Brazil, Canada and USA.

Desktop Analyst Support

Capgemini America Inc
Pensacola
06.2017 - 09.2018
  • Worldwide remote technical support, via phone and chat, of hardware, network, telephony and over 3000 applications to Mosaic employees.
  • Microsoft Server 2008 and 2012 / Active Directory Management.
  • Windows 7, 8 and 10.
  • SAP Basic support.
  • Microsoft Office / SharePoint / Intune / Skype for Business.
  • MacBook.
  • LAN / VPN / WI-FI.
  • IP Phones: Cisco / Avaya / Skype.
  • Dell / HP Workstations.
  • Mobile Phones: IOS / Android.
  • Daily utilization and upkeep of ITIL structured service management and knowledge management systems.
  • Continuous monitoring, identification and the creation of effective plans to address gaps in the knowledge base.
  • Verifiable consistent over-achievement of service and performance metrics and goals.
  • Provide technical with Mac OS X for Mosaic employees from Brazil and USA.
  • Executive Video Conference proficiency level support and troubleshooting.
  • Audio & Video conference support and troubleshooting.

NOC Engineer

Time Warner CABLE
Austin
03.2017 - 06.2017
  • Performs network problem resolution.
  • Troubleshoots topologies, hardware, software, transmission and signaling links and protocols.
  • Works on projects/ systems/issues of medium to the high complexity surrounding network-planning, configuration, and optimization.
  • Validates problem descriptions and performs detailed problem diagnosis; track and update problems in trouble ticketing system.
  • Handles escalated trouble calls and works closely with engineering, field technicians, and third-party vendors to resolve service issues.
  • Verifies alarms when needed; identify alarm correlations and appropriate response actions for future automation.

Technical Support Specialist Bilingual

Capgemini
Austin
10.2016 - 03.2017
  • Worldwide remote technical support, via phone and chat, of hardware, network, telephony and over 5000 applications to Monsanto employees in Brazil.
  • Active Directory Management.
  • Windows 7, 8 and 10.
  • SAP Basic support.
  • Microsoft Office / SharePoint / Intune / Skype for Business.
  • LAN / VPN / WI-FI.
  • Skype.
  • Dell / HP Workstations.
  • Mobile Phones: IOS / Android.
  • Daily utilization and upkeep of ITIL structured service management and knowledge management systems.
  • Continuous monitoring, identification and, the creation of effective plans to address gaps in the knowledge base.
  • Verifiable consistent over-achievement of service and performance metrics and goals.
  • Mentor and go-to technical resource to L1 and fellow advanced agents.

Global Technical Support Specialist

General Motors
Austin
07.2016 - 09.2016
  • Worldwide remote technical support, via phone and chat, of hardware, network, telephony and over 5000 applications to GM employees and dealerships.
  • Active Directory Management.
  • Windows 7, 8 and 10.
  • SAP Basic support.
  • Microsoft Office / SharePoint / Intune / Skype for Business.
  • LAN / VPN / WI-FI.
  • Skype.
  • Dell / HP Workstations.
  • Mobile Phones: IOS / Android.
  • Daily utilization and upkeep of ITIL structured service management and knowledge management systems.
  • Continuous monitoring, identification and, the creation of effective plans to address gaps in the knowledge base.
  • Verifiable consistent over-achievement of service and performance metrics and goals.
  • Mentor and go-to technical resource to L1 and fellow advanced agents.

Network Support Technician

Spassu technology & Services (Petrobras)
Rio de Janeiro
07.2009 - 08.2015
  • Extensive experience in Windows 2003/2008 R2/2012 and resolve technical issues in 500 servers.
  • Extensive experience with Active Directory, GPOs, DHCP, DNS, IP, Sub Nets, VPNs, VLAN, LAN WAN and Backup & Recovery.
  • Experience with SCCM with package applications.
  • Experience with configuration of VMware vSphere, deploying virtual networks and upgrading systems.
  • Experience with installation, configure application settings for the Citrix XenApp environment.
  • Work in a team environment to complete all testing activities according to schedule.
  • Troubleshoot and maintained all networking devices and infrastructure across the enterprise.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrade.
  • Executive Video Conference proficiency level support and troubleshooting.

IT Support Specialist

accenture brazil (petrobras)
Rio de janeiro
05.2007 - 06.2009
  • Team Lead for 7 employees for 1 year under management and lead a team, motivate members and assess performance, provide help and keeps management updated on team performance.
  • Responsible for the design, implementation, and maintenance of the institution's global communication network.
  • Setup and upkeep of HTTP, FTP, SMTP, POP3, IMAP, DNS, Telnet and Domain management servers Windows NT systems; Isa Server and Exchange.
  • Provided first-level technical support to end-users on proprietary software and applications including installation basic usage and appropriate service level to warranty.
  • Provided client support for system operation and troubleshooting.
  • Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

Education

BBA -

University Federal of Rio de Janeiro
Rio, Rio de Janeiro, Brazil

Skills

  • Microsoft Windows OS
  • Office 365 and G Suite
  • Communication skills
  • Interpersonal skills
  • Technical support
  • Problem-solving
  • Team collaboration
  • Attention to detail
  • BMC Remedy ITSM and ServiceNow
  • Dell PowerEdge servers
  • TCP/IP networking
  • Jira
  • PowerShell
  • Group Policy management
  • audio-visual installation
  • Video conferencing support
  • Hardware troubleshooting
  • Software troubleshooting
  • Network troubleshooting
  • MS Teams and Zoom
  • Windows 10 and 11

Certification

  • MCP
  • MCSA
  • MCSE
  • ITIL Foundation
  • IBM Enterprise Design Thinking Practitioner
  • IBM Data Science Foundations Level 1
  • IBM Agile Explorer
  • IBM Blockchain Essentials V2
  • IBM Big Data Foundations Level 1

Languages

  • English
  • Brazilian Portuguese

Personal Information

Citizenship: USA

Timeline

Service Desk Consultant

Health First
05.2025 - 08.2025

Support Analyst - Hospitality

ORACLE
02.2024 - 10.2024

Technical Support Representative

Chapters Health Systems
10.2023 - 01.2024

Technical Support Engineer

Cognizant
07.2021 - 05.2023

Technical Support II

Charter Communications
05.2021 - 07.2021

Test Engineer- II

Intel
10.2020 - 03.2021

Windows 10 Advisor

IBM
10.2018 - 06.2020

Desktop Analyst Support

Capgemini America Inc
06.2017 - 09.2018

NOC Engineer

Time Warner CABLE
03.2017 - 06.2017

Technical Support Specialist Bilingual

Capgemini
10.2016 - 03.2017

Global Technical Support Specialist

General Motors
07.2016 - 09.2016

Network Support Technician

Spassu technology & Services (Petrobras)
07.2009 - 08.2015

IT Support Specialist

accenture brazil (petrobras)
05.2007 - 06.2009

BBA -

University Federal of Rio de Janeiro

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