Summary
Overview
Work History
Education
Skills
Websites
Certification
Affiliations
Languages
References
Timeline
Generic
Martinho Tenfen

Martinho Tenfen

Apex,USA

Summary

Adept IT professional with a proven track record at Cooper, enhancing system performance and user satisfaction through expert application of ITIL processes and robust technical support. Spearheaded IT documentation improvements and system optimizations, significantly boosting efficiency. Skilled in HTML and CSS coding, alongside strong collaborative abilities, I excel in translating complex IT concepts into user-friendly solutions.

Overview

23
23
years of professional experience
1
1
Certification

Work History

IT Consultant

Cooper
Remote
01.2018 - Current
  • Information Architecture (IA), (UX)
  • Content organization: Group similar content into categories.
  • User Research: Understand your target audience, and their needs.
  • Implemented changes based on feedback received from internal and external customers regarding service quality.
  • Analyzed client's current system infrastructure and identified opportunities for improvement.

IT Support Engineer

Glencore
Baar, Switzerland
08.2017 - 12.2017
  • Maintained up-to-date case documentation for future reference.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
  • Installed, configured, upgraded, tested and troubleshot hardware, software applications, operating systems and network protocols.
  • Resolved users' problems via phone, email, and chat, ensuring timely and effective solutions.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Maintained inventory of IT equipment and assets.

IT Project Manager

Cooper
Blumenau, Brazil
05.2011 - 12.2016
  • Developed project plans that included timelines and deliverables, identified resources needed, and estimated costs for each project.
  • Established procedures for monitoring system performance post-implementation.
  • Built and established strong partnerships with teams, vendors and contractors.
  • Maintained close connection with project personnel to quickly identify and resolve problems.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Maintained inventory of all equipment, software licenses and warranties.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

IT Support Specialist

Stefanini
Southfield, USA
12.2009 - 12.2010
  • Recommended changes in policies and procedures relating to service desk activities.
  • Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Created documentation for frequently asked questions and how-to guides for end users.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.

Computer Installation Coordinator

Washtenaw Community College
Ann Arbor, USA
03.2002 - 12.2009
  • Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
  • Installed and configured computer systems, printers, and other peripherals.
  • Created detailed documentation for IT processes, procedures and troubleshooting steps.
  • Installed, configured, and maintained desktop operating systems, applications, and hardware for users.
  • Collaborated with IT team members to share knowledge and improve support processes.
  • Managed Active Directory user accounts, groups, and permissions, enhancing system security.
  • Provided technical assistance to users in person, via phone or email.

Web Designer/Programmer (Voluntary Service)

Amazon-Africa Aid Organization
Ann Arbor, USA
02.2002 - 11.2009
  • Collaborated with UX/UI designers to translate visual concepts into functional web applications.
  • Conducted website testing across multiple browsers and devices to ensure compatibility and responsiveness.
  • Developed style guides for website navigation menus, page layouts, fonts, colors and graphics.
  • Analyzed user feedback to identify areas for improvement in existing websites.
  • Provided written translations of legal, medical, and technical documents.
  • Facilitated communication for people with limited language proficiency.

Education

Master of Science in Information Assurance -

Eastern Michigan University
Ypsilanti, MI, USA
12.2009

Bachelor of Science in Communications Technology -

Eastern Michigan University
Ypsilanti, MI, USA
06.2007

Skills

  • ITIL processes
  • Technical support
  • Hardware installation
  • Application installations
  • System performance optimization
  • IT documentation
  • Application support
  • Network maintenance
  • User training
  • Help desk management
  • Inventory control systems
  • Desktop technical support
  • Remote support
  • ServiceNow experience
  • Ticketing system proficiency
  • Incident management
  • HTML and CSS coding
  • UI and UX design
  • Adobe creative suite
  • Information architecture

Certification

  • ITILv3
  • Microsoft Windows Server 2008 R2

Affiliations

  • History specifically in the 20th century
  • Aviation
  • Mountain Biking

Languages

English
Full Professional
Portuguese
Native/ Bilingual
Spanish
Limited
German
Elementary

References

References available upon request.

Timeline

IT Consultant

Cooper
01.2018 - Current

IT Support Engineer

Glencore
08.2017 - 12.2017

IT Project Manager

Cooper
05.2011 - 12.2016

IT Support Specialist

Stefanini
12.2009 - 12.2010

Computer Installation Coordinator

Washtenaw Community College
03.2002 - 12.2009

Web Designer/Programmer (Voluntary Service)

Amazon-Africa Aid Organization
02.2002 - 11.2009

Master of Science in Information Assurance -

Eastern Michigan University

Bachelor of Science in Communications Technology -

Eastern Michigan University

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Martinho Tenfen