Gustavo Rodrigues
Technical Support Specialist @Block 64
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WORK HISTORY
Technical Support Specialist @Block 64
Toronto, ON, CA
Provide technical support to customers and partners through various channels including phone/web-conference, email and chat-Record all support requests and document progress to resolution-Maintain or exceed support ticket SLAs for response time and resolution-Coordinate and plan activities with partners and customers from deployment pre-work to installation and hand-off-Remote deployment and configuration of our proprietary IT asset discovery platform on client networks-Monitor the collection of installation data from client sites, make recommendations to improve performance and completion rates-Provide guidance and assistance to team members, sharing technical knowledge-Document common errors and paths to resolution in KB format-Identify opportunities for process and product improvements
EDUCATION
UNIEURO
Bachelor degree in Information Systems
União Educacional de Brasília - Uneb
Specialization
SKILLS
ABOUT GUSTAVO RODRIGUES
Innovative and accomplished specialist in network policies, technologies, and security. Motivated to coordinate and execute simultaneous complex projects through effective problem solving, strategic analysis, and team collaboration. Talent for constructing standards to advance and maintain processes, improve workflows, and drive new concepts. Strong communicator and mentor with a responsibility to deliver exceptional customer service. Bilingual in English & Portuguese / Project Management / Telecommunications / ITIL / Network Administration/ Troubleshooting & Issue Resolution / Risk Management / Computer Networking / Operating SystemsTECHNICAL PROFICIENCIES Platforms: Windows, Mac IOS, Android, CLI Tools: Microsoft Office 365, Windows Server, Windows 10, HPe, ARUBA, CISCO, Monitoring ToolsHardware: Switches, Firewalls, LAN/WAN, WLAN, Routers, Data Center
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