Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Thiago Felix

Thiago Felix

Carrollton,TX

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

11
11
years of professional experience

Work History

IT Helpdesk Specialist

TekSystems For Music And Arts
03.2023 - 05.2023
  • Provided support for network infrastructure and baseline configurations.
  • Oversaw installations of new technology and new personnel training.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Troubleshooted POS system issues.
  • Installed network printers
  • Troubleshooted VPN issues.

IT Technical Support Specialist

Tetra Pak
08.2017 - 10.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided guidance and support to over 25,000 end users around the world in multiple languages and locations. Provide guidance and expertise with higher-level incidents troubleshooting of multiples environments, applications, servers, wide area network, pc’s and peripherals.
  • Created domain accounts and e-mail accounts; reset passwords and added access roles.
  • Handled and troubleshoot VPN issues (Pulse Secure and Zscaler).
  • Created SAP accounts
  • Configured IP phones in Cisco Call Manager / SMACS.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN.
  • Provided remote support via phone and chat.

Accounts Payable Specialist

Ericsson
10.2012 - 02.2017
  • Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Reached out to vendors and customers to verify information and follow up on client issues.
  • Prepared month-end closing entries for detailed reporting and recordkeeping.
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Used advanced software skills to produce high-quality documents, reports and presentations.

Education

High School Diploma -

Elo
Brazil

Bachelor of Theology -

EETAD
Brazil

Skills

  • Trilingual: Portuguese, English and Spanish
  • User Support and Troubleshooting
  • Apple IOS
  • Help Desk Support
  • Cisco Webex
  • VmWare Horizon
  • Microsoft Dynamics Admin
  • Cisco IP Communicator
  • Cisco Call Manager
  • SAP
  • Active Directory
  • Windows 10 Support
  • Office 365 Support
  • Network Printers
  • POS systems
  • Windows troubleshooting

Languages

Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

IT Helpdesk Specialist

TekSystems For Music And Arts
03.2023 - 05.2023

IT Technical Support Specialist

Tetra Pak
08.2017 - 10.2022

Accounts Payable Specialist

Ericsson
10.2012 - 02.2017

High School Diploma -

Elo

Bachelor of Theology -

EETAD

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Thiago Felix