Meynardo Icaro

WillScot IT service desk provides day-to-day technical support to both corporate and branch employees for access management, network and internal desktop systems and
hardware.

• Created user accounts and assigned permissions.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
• Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
• Configured hardware, devices, and software to set up work stations for employees.
• Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
• Installed, configured, tested and maintained operating systems, application software, and system management tools.
• Optimized system performance, conducting routine checks and addressing potential issues before escalation.
• Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
• Other duties as assigned.

Projects:

1. WillScot migrated to ServiceNow ticketing system in 2023 and with my 5yrs of ServiceNow experience, I lead on training the support desk using the application.

2. Travel to help acquisitions and onboard new employees with HR Collaboration.

Our team is comprised of SMEs with deep knowledge of various technologies and protocols that integrate with Egnyte connect and guide users during the implementation stages and into production.

• Provide support for Egnyte related issues, request and functionality including access to folders, document libraries and more.
• Data Migration Services.
• User/Group Provisioning and Automation.
• Permissions Migration.
• Desktop Sync / App Mass Deployment.
• Remote or Onsite Deployment.
• Authentication Integration Assistance.
• Post Deployment Strategy.
• Pre-production Testing.
• Administering SendThisFile, Okta and UMRA.
• Create documentation and enablement for relevant systems, processes and dashboards.
• Participate in the creation of training material, ensuring that KB articles are accurate and sufficient for 1st level support, and coordinating adequate level of understanding within
  service center to ensure issue resolution.
• Provide training to consultant teams and end-user as needed.
• Track and document process changes and ad hoc reporting requirements.

Handles Active Directory, provides day‐to‐day technical support to employees for network and internal desktop systems software and hardware. Configures and troubleshoots desktop, virtual machine systems, workstations and network issues in a heterogeneous environment. Communicates highly technical information to both technical and nontechnical personnel.

• Providing first level technical advice and support to ANZ staff (corporate and branch).
• Desktops/Laptops – Hardware and Software troubleshooting and installation via SCCM.
• Proficient in Microsoft Office Applications.
• Outlook client configuration, setup and support; Active Directory knowledge, creating user accounts, reset passwords, create groups, etc.
• Ability to resolve Windows Operating System Errors Experience with Remote Support Tools, I.E., Goverlan, Remote Desktop Assistance, VMware, Altiris.
• Solid knowledge and proven experience in supporting messaging technology: (MS Exchange 2003 and 2010, Office Communicator, MS Lync, Skype for Business, AirWatch and
  Good for Enterprise for smartphones and mobile devices) technologies in an incident support environment.
• Troubleshoot networks issues and determine source of computer problems (hardware, software, user access, etc.).
• Participate in testing of new or existing applications including DR/BCP testing.
• Support the documentation process by providing documentation or input when it comes to new and/or changes to existing applications User Manuals and processes as in checklists.
• Ensuring that KB articles are accurate and sufficient for 1st level support.
• Escalate unresolved issues/requests to the corresponding Support Group.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Ensuring all customers know the current status of their individual incidents and requests.
• Logging and keeping current all incidents via the current service management system.
• Liaising with resolver groups regarding the progress of their action on assigned incidents.
• Identify and escalate potential areas for service enhancement and educational requirements.

• Act as a single point of contact and provide IT support to clients via phone calls or e-mails.
• Perform hardware and software installations.
• Provide in-house training in MS Office applications used within the association (Word, Excel, Outlook and PowerPoint).
• Active Directory knowledge, creating user accounts, reset passwords, create groups, etc.
• Troubleshoot network issues and determine source of computer problems (hardware, software, user access, etc.).
• Handle issues related to Client Technical issues ranging from simple PC Related problems from in-house software to hardware such as Laptops, PCs and Printers and to application related issues.
• Assist with other computer operations activities as required
  Provide support to remote users (using Remote Connectivity Tools).
• Knowledge of Incident Management and Problem Management tools.

• Receiving, monitoring, registering, tracking and printing correspondence to the Contractor, Clients from the computer for approval and distribution to the recipients.
• Coordinates with the Area Resident Engineers/Site inspectors and other staffs with all their correspondences and other relevant documents for the approval of the Senior Resident
  Engineer and furnish copies and distribute to all respective recipients.
• Checking, editing and preparing business correspondences to be submitted to the client for distribution and approval of the respective recipients.
• Maintains and profiling incoming and outgoing documents for the existing project (Qatar Petroleum Housing Project).
• Provide and maintain Daily Records, Monthly Reports to be submitted to the Client Perform other related duties as may be assigned.

• Answer staff questions via phone on all company supported applications.
• Provide in-house training in MS Office applications used within the association (Word, Excel, Outlook and PowerPoint).
• Active Directory knowledge, creating user accounts, reset passwords, create groups, etc.
• Perform hardware and software installations.
• Troubleshoot network issues and determine source of computer problems (hardware, software, user access, etc.).
• Serve as liaison between staff and the technology department to resolve issues.
• Work one-on-one with staff o applications purchases.
• Documents resolutions for future reference.
• Provide on-the-job training to new department staff members.

• Provide prompt resolution to customers via telephone and/or e-mail to assist with variety of customer inquiries and issues.
• Performs complex diagnostic troubleshooting to resolve voice, video and data service issues.
• Responsible for fulfilling client requests to make changes to their Comcast Business Class Services including voice, video, and data products
• Ability to articulate relevant information regarding billing cycles, processes and prorates effectively.
• Act as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests. Supports growth of Comcast Business by introducing customers to new products, higher tiers or service, etc. on all eligible calls.

• Support and provide superior service via telephone, scheduling a technician for repair service.