STEVEN FERREIRA
Sugar Hill
Summary
IT professional with strong foundation in providing exceptional technical support. Proven ability to manage and resolve variety of IT-related issues efficiently. Known for reliable team collaboration and adaptability to dynamic environments. Skills include troubleshooting, customer service, and technical knowledge.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Service Desk Analyst
LEDone
Duluth, GA
01.2026 - Current
- Delivered exceptional technical support for end-users, resolving hardware and software issues in a timely manner.
- Coordinated with cross-functional teams to implement IT solutions that improved workflow and user experience.
- Managed ticketing systems to track and prioritize incidents, ensuring efficient resolution of requests.
- Streamlined escalation processes, facilitating quicker resolutions for complex technical issues reported by users.
- Provided remote assistance to clients using various tools, ensuring consistent support across platforms and devices.
Assistant Service Manager
RCA Nissan of Cumming
Cumming, GA, USA
08.2020 - Current
- Manage and support all technology at an auto dealership, including hardware, software (especially the DMS/CRM), network security, and user support for sales/service teams
- Improve customer satisfaction rates by effectively managing customer interactions, understanding vehicle issues, and providing clear communication and follow-up.
- Streamlined service process through efficient coordination between customers and technicians, creating accurate repair estimates, and managing the service process.
Service Advisor
Beaver Toyota of Cumming
Cumming, GA, USA
07.2017 - 12.2019
- Improved customer satisfaction rates by effectively managing customer interactions, understanding vehicle issues, and providing clear communication and follow-up.
- Streamlined service process through efficient coordination between customers and technicians, creating accurate repair estimates, and managing the service process.
- Reduced billing errors by handling billing with precision and ensuring customer satisfaction through excellent service skills.
Service Advisor
Autonation Toyota Scion Mall Of Georgia
Mall Of Georgia, GA, USA
08.2013 - 06.2017
- Improved customer satisfaction rates by effectively managing customer interactions, understanding vehicle issues, and providing clear communication and follow-up.
- Streamlined service process through efficient coordination between customers and technicians, creating accurate repair estimates, and managing the service process.
- Reduced billing errors by handling billing with precision and ensuring customer satisfaction through excellent service skills.
Advanced Repair Agent
Geek Squad - Best Buy
06.2010 - 07.2013
- Diagnose and fix complex tech issues for customers, handle hardware/software problems on PCs, mobile devices, and more, requiring strong technical skills, customer service, and teamwork to provide timely, high-quality repairs, often involving in-person/phone support, detailed documentation, and coordinating with manufacturers.
Education
Boot Camp Certification - Full Stack Web Development
Georgia Institute of Technology
Atlanta05-2020
Associate of Applied Science - Computer Science
Gwinnett Technical College
Lawrenceville, GASkills
- Facilitate effective communication strategies to enhance team collaboration
- Assist users in navigating Microsoft 365 applications to enhance productivity
- Provide troubleshooting assistance for software-related issues
- Utilizing Cisco Systems products to enhance network performance
- Support troubleshooting efforts to resolve connectivity issues
- Manage user accounts and permissions within Active Directory
- Support team members in troubleshooting access issues
- Maintain system security and integrity
- Utilize SaaS solutions to enhance operational efficiency
- Execute network configuration to optimize system performance and reliability
- Execute software installation procedures to ensure system functionality
Certification
- CompTIA Security+ (In Progress)
- CompTIA Network+ (In Progress)
- CompTIA A+ (Issued Aug 2015)
- Nissan STAR Master Certified (Issued 2024)
LANGUAGES
English
Portuguese
Spanish
Timeline
IT Service Desk Analyst
LEDone
01.2026 - Current
Assistant Service Manager
RCA Nissan of Cumming
08.2020 - Current
Service Advisor
Beaver Toyota of Cumming
07.2017 - 12.2019
Service Advisor
Autonation Toyota Scion Mall Of Georgia
08.2013 - 06.2017
Advanced Repair Agent
Geek Squad - Best Buy
06.2010 - 07.2013
Boot Camp Certification - Full Stack Web Development
Georgia Institute of Technology
Associate of Applied Science - Computer Science
Gwinnett Technical College