Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Luiz Tadeu Santos Vieira Ramos

Orlando,FL

Summary

Experienced and results-driven IT professional with a strong background in IT management, technical support, consulting, project management, and cybersecurity. Proven track record of delivering efficient IT solutions, leading teams, and supporting enterprise environments in both the public and private sectors.

Experienced with diagnosing and repairing wide range of IT hardware and software issues. Utilizes technical knowledge and problem-solving skills to maintain optimal system performance. Track record of delivering exceptional customer service and adapting to evolving technological needs.

IT professional with strong background in troubleshooting and maintaining complex IT systems, ensuring seamless operations for clients. Known for exceptional problem-solving skills and commitment to team collaboration, driving successful results in dynamic environments. Reliable and adaptable, with proficiency in network configuration, hardware installation, and software updates.

Professional with strong background in IT service, adept at troubleshooting, network configuration, and hardware maintenance. Consistently delivers high-quality outcomes through effective team collaboration and adaptability to changing needs. Known for reliability, technical acumen, and results-driven approach to problem-solving. Skilled in customer support, system diagnostics, and preventive maintenance.

Astute IT Professional with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

I'm an astute IT professional with a solid track record of analyzing, diagnosing, and resolving computer user support issues across diverse environments. I have hands-on experience delivering comprehensive technical support to users at all levels, and I’m particularly skilled in resolving complex technical problems efficiently. My background includes working with standard operating systems like Windows and Linux, as well as a deep understanding of networking protocols. I'm passionate about creating seamless IT experiences for end-users while ensuring systems remain secure and reliable.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Senior IT Field Service Technician

Health First
02.2023 - Current
  • Lead troubleshooting and deployment of computer systems, mobile devices, network gear, and multimedia systems.
  • Train and mentor junior staff; lead small IT projects.
  • Maintain asset inventory and document service operations using incident ticketing systems.
  • Ensured data security through regular backups, antivirus updates, and implementation of industry best practices.
  • Complied with all company safety policies when installing or repairing electrical components.
  • Coordinated with vendors to secure competitive pricing on hardware purchases while maintaining quality standards.
  • Implemented preventative maintenance schedules that resulted in reduced instances of costly equipment failures or replacements due to wear-and-tear damage over time.
  • Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
  • Contributed towards achieving company-wide goals such as increased efficiency and improved customer experience.
  • Kept critical systems functional during peak business hours by performing scheduled maintenance tasks outside regular working hours.
  • Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.
  • Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
  • Improved overall network performance by troubleshooting connectivity issues and optimizing configurations.
  • Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
  • Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
  • Streamlined system upgrades by accurately diagnosing problems and implementing effective solutions.
  • Maximized equipment lifespan through routine maintenance checks, updates, and repairs as needed.
  • Increased user productivity by training end-users on new software applications and hardware devices.
  • Assisted in the planning and execution of office relocations, ensuring minimal disruption to IT services during transitions.
  • Collaborated with cross-functional teams to successfully implement large-scale technology projects.
  • Contributed to cost savings by identifying opportunities for equipment consolidation or replacement with more efficient technology options.
  • Reduced downtime with proactive maintenance of computer systems, servers, and network equipment.
  • Developed strong relationships with clients by consistently delivering high-quality service and maintaining open lines of communication.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed and configured operating systems and applications.

Field Service Technician II

Health First
06.2022 - 02.2023
  • Installed and configured end-user devices according to enterprise standards.
  • Ensured security compliance and supported physicians and healthcare providers.
  • Responded quickly to emergency maintenance requests for timely on-call support.
  • Reviewed technical documentation to complete equipment maintenance and repair.
  • Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
  • Established positive customer relationships by providing punctual, cost-effective solutions.
  • Followed safety procedures to avoid injuries in field.
  • Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations.

IT Field Services Technician

Vaco (Contractor at Health First)
05.2021 - 06.2022
  • Deployed PCs, laptops, tablets; enforced endpoint security policies.
  • Handled incident tracking and cross-team coordination.
  • Contributed towards achieving company-wide goals such as increased efficiency and improved customer experience.
  • Improved overall network performance by troubleshooting connectivity issues and optimizing configurations.
  • Complied with all company safety policies when installing or repairing electrical components.
  • Established a reputation for excellent problem-solving skills by resolving challenging technical issues promptly and effectively.

Client Support Specialist – Dell Pro Support

Alorica (Dell Support)
02.2021 - 05.2021
  • Provided Tier 3 remote support and field service for Dell equipment.
  • Diagnosed hardware/software issues and offered customer-focused solutions.
  • Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
  • Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
  • Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
  • Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
  • Conducted case management activities and services with multidisciplinary team.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services.
  • Interacted with team members across departments to research and resolve customer issues.

IT and Services Professional

Open Hearts Language Academy (OHLA)
01.2020 - 02.2021
  • Supported internal systems and improved network reliability and staff IT literacy.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.

IT and Services Professional

North America Destinations
04.2016 - 01.2020
  • Delivered cybersecurity support and internal network protection.
  • Maintained booking systems and online chat infrastructure.

IT and Services Professional

Harvest English Institute
01.2017 - 04.2019
  • Managed IT operations across four campuses.
  • Developed internal access and data security policies.

CEO / IT Development Services

E-COM International Services
01.2009 - 04.2016
  • Delivered IT development and ATM service support to banking clients.
  • Managed diagnostics, installations, and staff training.
  • Achieved company growth by implementing strategic plans and streamlining operations.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Enhanced brand reputation with effective marketing campaigns and public relations efforts.
  • Created a positive work culture, resulting in increased employee satisfaction and retention rates.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Established new revenue streams by identifying market opportunities and launching innovative products or services.
  • Fostered strong relationships with industry partners to expand business opportunities.
  • Delivered consistent revenue growth by identifying new markets and devising targeted expansion strategies.
  • Streamlined business processes, resulting in increased operational efficiency across all departments.
  • Developed a high-performance executive team for improved productivity and efficiency.
  • Implemented cost-saving initiatives to reduce operational expenses without sacrificing quality.
  • Secured financing for critical projects through negotiation of favorable loan terms with financial institutions or investors.
  • Ensured regulatory compliance by developing robust policies, procedures, and internal controls.
  • Drove profitability with thorough financial analysis and strategic decisionmaking.
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
  • Optimized supply chain operations for reduced costs and increased efficiency.
  • Led successful turnaround efforts for underperforming divisions or subsidiaries, restoring profitability within tight timeframes.
  • Improved organizational structure by reallocating resources and redefining roles for greater efficiency.
  • Directed launch of innovative products, capturing new market segments and driving revenue growth.
  • Achieved remarkable year-over-year revenue growth through strategic product diversification and market analysis.
  • Spearheaded global expansion efforts, entering new markets and establishing profitable operations within two years.
  • Enhanced company reputation by implementing cutting-edge sustainability practices across all operations.
  • Optimized supply chain operations for efficiency, leveraging technology to reduce lead times and costs.
  • Amplified customer satisfaction and loyalty through introduction of customer-centric service model.
  • Led successful mergers and acquisitions, significantly increasing company's footprint and competitive edge.
  • Championed data-driven decision-making culture, enhancing business intelligence and strategic planning capabilities.
  • Nurtured key strategic partnerships that resulted in enhanced product offerings and expanded customer base.
  • Enhanced stakeholder value by consistently exceeding financial targets and delivering robust shareholder returns.
  • Bolstered employee engagement and reduced turnover by introducing progressive workplace policies and benefits.
  • Fostered culture of continuous improvement, encouraging innovation and rewarding exceptional performance.
  • Drove significant cost reductions while maintaining product quality, negotiating favorable contracts with suppliers.
  • Orchestrated company-wide digital transformation, enhancing data analytics capabilities and operational agility.
  • Streamlined operational processes to boost efficiency, adopting innovative technologies and methodologies.
  • Developed high-performing executive team by recruiting top talent and implementing comprehensive training programs.
  • Elevated brand visibility and market share with launch of highly successful digital marketing campaign.
  • Reinforced company's market leadership by consistently outperforming competitors in key performance metrics.
  • Pioneered corporate social responsibility initiatives, significantly impacting community development and sustainability.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Managed financial, operational and human resources to optimize business performance.
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Represented organization at industry conferences and events.
  • Secured advantageous partnerships and collaborations to co-develop cutting-edge technologies and solutions.
  • Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
  • Analyzed industry trends and tracked competitor activities to inform decision making.
  • Initiated strategy to drive company growth and increase market share and profitability.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Formulated and executed strategic initiatives to improve product offerings.
  • Oversaw business-wide changes to modernize procedures and organization.
  • Created succession plans to provide continuity of operations during leadership transitions.
  • Oversaw divisional marketing, advertising and new product development.
  • Cultivated company-wide culture of innovation and collaboration.
  • Monitored key business risks and established risk management procedures.
  • Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
  • Devised and presented business plans and forecasts to board of directors.

Education

Bachelor of Science - IT Consulting Professional / IT Project Consulting

Universidade Tiradentes
Aracaju Brazil
01.2011

Skills

  • IT Documentation & Planning
  • Desktop Support & Incident Management
  • Information Security & Risk Analysis
  • Customer Service & End-User Support
  • Project Implementation & Technical Leadership
  • Cross-Functional Team Collaboration
  • Hardware & Software Troubleshooting
  • Help desk support
  • Software installation
  • Network configuration
  • Wireless networking
  • Hardware installation
  • IT documentation
  • IT asset management
  • Data backup and recovery
  • Remote support
  • Windows administration
  • Software updates
  • Technical training
  • Hardware upgrades
  • VoIP systems
  • Patch management
  • Network administration
  • Mobile device management
  • MacOS administration
  • Network attached storage
  • Network monitoring
  • Linux administration
  • Firewall configuration
  • Active directory
  • Printer setup and repair
  • VPN setup and management
  • Data recovery
  • Software deployment
  • System administration
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Microsoft windows and office
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Network support
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Remote technical support
  • Decision-making
  • Relationship building
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Team building
  • Task prioritization
  • Technical issues analysis
  • Self motivation
  • Hardware and software repair
  • Technical troubleshooting
  • Interpersonal skills
  • Analytical thinking
  • Customer service expert
  • Highly professional
  • Goal setting
  • System upgrades
  • Computer diagnostics
  • Risk assessment
  • Professionalism
  • Customer communication and empathy
  • Interpersonal communication
  • Device installation
  • Collaborative team player
  • Application support
  • Adaptability
  • Continuous improvement
  • Written communication
  • System testing
  • Quality assurance
  • Training development
  • Software upgrades
  • Virus and malware removal
  • Advanced troubleshooting

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 10 staff members. working for E-com International services

Certification

  • Project Interfaces from Web
  • Security Moments Series: Privileged User Access Management
  • HDI Desktop Support Manager (HDI)
  • TS: Windows 7, Preinstalling for OEMs

Languages

Portuguese (Native/Bilingual)
English (Full Professional)
Spanish (Professional Working)

Timeline

Senior IT Field Service Technician

Health First
02.2023 - Current

Field Service Technician II

Health First
06.2022 - 02.2023

IT Field Services Technician

Vaco (Contractor at Health First)
05.2021 - 06.2022

Client Support Specialist – Dell Pro Support

Alorica (Dell Support)
02.2021 - 05.2021

IT and Services Professional

Open Hearts Language Academy (OHLA)
01.2020 - 02.2021

IT and Services Professional

Harvest English Institute
01.2017 - 04.2019

IT and Services Professional

North America Destinations
04.2016 - 01.2020

CEO / IT Development Services

E-COM International Services
01.2009 - 04.2016

Bachelor of Science - IT Consulting Professional / IT Project Consulting

Universidade Tiradentes
Luiz Tadeu Santos Vieira Ramos