LUCAS MARTINS
IT Help Desk
Miami,FL
Summary
Dedicated, result driven IT Support Specialist with 2 years of experience at IT Help Desk, delivering exceptional technical assistance to over 5,000 students and staff. Proficient in troubleshooting software, hardware, and system-specific issues across Windows and macOS environments. Vast computer knowledge in multiple layers. Multilingual communicator (English, Spanish, Portuguese) with interest in cybersecurity, holding relevant certifications and a passion for enhancing digital security practices. Combines technical expertise with a customer-centric approach to resolve issues efficiently, from password resets to complex system troubleshooting. Excellent communication and customer service skills. Fast learner that like team work in order to achieve professional success.
Overview
2
2
years of professional experience
2
2
Certifications
3
3
Languages
Work History
OIT Department Intern
St. Thomas University
03.2023 - Current
- Provided user support for over 5,000 students and staff
- Support and maintenance for more than 900 computer devices, between windows environment and iMac's
- Conducted installation, maintenance and troubleshooting of hardware and peripheral components for Mac computers and PC's
- Enrolled computers onto the domain and resolved network connectivity issues including printers and other electronic devices
- Dealt with different problems, either from staff or students, solving online tickets, password resets and general PC issues
- Provided administrative support to supervisors and colleagues, ensuring the smooth running of daily operations.
- Handled sensitive information with discretion while maintaining confidentiality at all times.
- Analyzed problems and worked with teams to develop solutions.
- Adapted quickly to new software programs and tools required for the role, ultimately improving departmental workflows and efficiency.
Education
Bachelor of Science - Computer Science
St. Thomas University
Miami 05.2001 -
Skills
Cybersecurity: Understand vulnerabilities and threat detection and defense
Operating Systems: Any Windows or Mac environment General Networking: General network services, connectivity & troubleshooting
Network Services: DHCP, DNS, WINS, Active Directory, File/Print Services
Programming Languages and Background: Knowledge in C, Java, Python, SQL, HTML, Data Structures, Database Design
Multilingual
Microsoft Office
Teamwork and collaboration
Fast learner
Data entry
Interpersonal and social skills
Administrative tasks
Customer service
Accomplishments
Helped the IT Office multiple times over these two years with suggestions and improvements. Such as, creation of shortcuts in our system, facilitating our work and customers access. Blended Excel sheets in order to organize students data better and make it easier to track and update the information needed. As other many suggestions. Also work as supervisor of other 10 work studies, training and helping them to follow office rules and procedures.
Certification
Introduction to Cybersecurity, CISCO
Timeline
Introduction to Cybersecurity, CISCO
09-2024
Comptia A+ Testout Certified IT Fundamentals Pro
12-2023
OIT Department Intern
St. Thomas University
03.2023 - Current
Bachelor of Science - Computer Science
St. Thomas University
05.2001 -
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