Ricardo Azevedo
Summary
Dynamic Computer Science graduate with a strong foundation in software development and IT systems, proficient in programming languages such as Java and Python. Recognized for exceptional troubleshooting abilities and a proactive approach to problem-solving, consistently optimizing processes to support team objectives. Detail-oriented with outstanding communication and project management skills, adept at managing multiple tasks efficiently in fast-paced environments. Committed to fostering collaboration and achieving results while adapting seamlessly to evolving requirements, ensuring smooth operations and resilience in all endeavors.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Incident Coordinator
HCL/Verizon
Miami, FL
04.2026 - Current
- Managed the end-to-end lifecycle of IT incidents, ensuring rapid detection, triage, and resolution of Verizon-provided services.
- Prioritized and routed tickets to specialized technical teams (Network, Security, Service Desk) based on impact and SLA urgency.
- Monitored SLA performance and managed escalations to minimize service downtime and prevent ticket stalls.
- Maintained ServiceNow data integrity by synchronizing incident records between Verizon and FIFA systems, including manual troubleshooting.
- Liaised with technical teams and stakeholders to provide transparent communication and timely status updates during major incidents.
- Generated daily operational reports documenting major incidents and recovery statuses for leadership review.
SMC Incident Analyst
Telefonica Global Solutions USA, Inc.
Miami, FL
07.2024 - 04.2026
- Troubleshooting hardware and software (desktops, laptops, printers, phones, mobile devices).
- Using ITSM tools and documenting all actions in a ticketing system.
- Adhering to SLAs and providing regular customer updates.
- Installing, configuring, and supporting desktop computers, peripherals, and software.
- Training staff on hardware and software use.
- Monitoring and managing backups, and performing hands-on tasks in a data center (racking, cabling, etc.).
Customer Service Staff
Publix Supermarkets
Miami, FL
06.2015 - 08.2024
- Provides premier customer service, including greeting customers, answering their questions, and resolving issues.
- Handles money services such as check cashing, lottery, gift cards, money orders and Western Union transactions.
- Performs daily bookkeeping procedures such as balancing and reconciling cash drawers, maintains office accountability and prepares deposits.
- Coordinates operations on the front-end to ensure premier service for customers.
Education
Bachelor of Arts - Computer Science
Florida International University
Miami, FL12 2022
Skills
- ITIL Framework
- Disaster recovery
- Data privacy
- Incident response
- Security information and event management
- SLA management
Certification
ITIl Foundation
Languages
English
Spanish
Timeline
Incident Coordinator
HCL/Verizon
04.2026 - Current
SMC Incident Analyst
Telefonica Global Solutions USA, Inc.
07.2024 - 04.2026
Customer Service Staff
Publix Supermarkets
06.2015 - 08.2024
Bachelor of Arts - Computer Science
Florida International University
Professional Development
The ULTIMATE ITIL 4 Foundations Certification Course
ISTQB Foundation Level (CTFL) V4.0
CISCO Intro to Data Science
VMware vSphere+ and VMware vSan+ Fundamentals
Nutanix Enterprise Cloud Administration