Jesse Souza
Lawrence
Summary
Energetic Field Service Engineer with 11 year background performing repairs, installations and troubleshooting. Committed to providing optimum service support through phone and personal visits. Proficient in investigating and troubleshooting common problems and providing efficient, courteous and professional repair services. Knowledgeable Field Service Supervisor with top strengths in planning, problem-solving and communication. Skilled in maintaining high customer satisfaction, controlling inventory and providing technical support. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Field Service Engineer
Hewlett Packard Enterprise, HPE
03.2011 - 04.2018
- Field technical support, remote, commercial work shifts and on-call shifts; always complying with the contracted SLA level; Specialized in HPE and HP equipment such as: SERVERS; STORAGES; SWITCHES and BACKUPS equipment; performed log analysis; Hardware diagnosis; repairs and replacements of defective devices and components; firmware updates; physical equipment installations; PDUs; power strips; network and electrical cabling in racks; aligned with the standardization of each client and data center; operating system installations and Bios pre-configurations; RAID logic; network configurations and ILO management and monitoring tools.
- Supported equipment: HPE Servers; Intel and AMD; models: Proliant DL/ML series 100; 300; 500; 900 generations 1st to 10th; APOLLO; Moonshot; Blades C3000/C7000; Synergy and composers. HPE Storages: P2000; MSA; EVE; 3pair; Switches: Brocades; virtual connects; Aruba. Backup: D2D / StoreOnce; MSL Libraries.
- Scheduled service calls according to customer location and urgency of need.
- Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
Management and Support Analyst
Mtel Tecnologia LTDA
03.2010 - 03.2011
- Control of Wi Max Networks. monitoring, opening, controlling and closing technical requests, configuring equipment, controlling incidents and field technician's
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster issue resolution.
- Created user accounts and managed access control.
Computer Technician
Mtel Tecnologia LTDA
04.2008 - 03.2010
- Linked computers to network and peripheral equipment.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
Analista De Help Desck
UOL - Universo On Line
03.2005 - 08.2007
- Technical support for internet users configuring Dial-UP and broadband access.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Bachelor of Applied Science in Information Technology - Analysis And Systems Development
Centro Universitário Estácio Uni - Radial
São Paulo, Brazil12.2012
No Degree - Computer Technician
Cedaspy Professional School
Sāo Paulo, Brazil03.2002
Skills
- Remote Support
- Troubleshooting and repair
- Equipment Installation
- On-Site Support
- Service Documentation
- System diagnostics
- Field Operations Management
- Mechanical Troubleshooting
- Equipment installation and repair
- Technical Support
- Preventive Maintenance
- Hardware Installation
Languages
Portuguese
Native or Bilingual
English
Professional Working
Timeline
Field Service Engineer
Hewlett Packard Enterprise, HPE
03.2011 - 04.2018
Management and Support Analyst
Mtel Tecnologia LTDA
03.2010 - 03.2011
Computer Technician
Mtel Tecnologia LTDA
04.2008 - 03.2010
Analista De Help Desck
UOL - Universo On Line
03.2005 - 08.2007
Bachelor of Applied Science in Information Technology - Analysis And Systems Development
Centro Universitário Estácio Uni - Radial
No Degree - Computer Technician
Cedaspy Professional School