Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ricardo Azevedo

Miami,USA

Summary

Computer Science graduate with expertise in software development and IT systems. Skilled in languages like Java and Python. Strong troubleshooter and problem solver. Works well in teams. Excited to apply skills in an IT role. 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.

Incident management professional equipped with skills in identifying, analyzing, and resolving system issues swiftly. Strong focus on team collaboration and achieving results, adapting seamlessly to changing requirements. Proficient in critical thinking, problem-solving, and communication, ensuring smooth operations and resilience. Reliable and driven by commitment to continuous improvement and operational excellence.

Overview

11
11
years of professional experience

Work History

SMC Incident Analyst

Telefonica Global Solutions USA, Inc.
07.2024 - Current
  • 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
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.
  • Answers and directs telephone calls.
  • Maintains the cash office and equipment.
  • Coordinates operations on the front-end to ensure premier service for customers.

Education

Bachelor of Arts - Computer Science

Florida International University
Miami, FL
12.2022

Skills

  • ITIL Framework
  • Disaster recovery
  • Data privacy
  • Incident response
  • Security information and event management

Languages

English
Spanish

Timeline

SMC Incident Analyst

Telefonica Global Solutions USA, Inc.
07.2024 - Current

Customer Service Staff

Publix Supermarkets
06.2015 - 08.2024

Bachelor of Arts - Computer Science

Florida International University
Ricardo Azevedo