Leonardo Almeida
Service Desk Analyst @Buchanan Technologies
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WORK HISTORY
Service Desk Analyst @Buchanan Technologies
Charlottetown, PE, CA
Respond to telephone calls, email, and personal requests for technical support from internal business partners in a fast and friendly manner.• Explain technical situations to non-technical individuals.• Troubleshoot and support software applications, various hardware and software configurations, and run appropriate testing and diagnostics.• Identify, research, and resolve technical problems.• Escalate problems to other support teams when necessary for resolution.• Provide full-cycle incident management on issues requiring escalation or outside support. This includes user advocacy and providing regular updates to all parties involved.• Document incidents, problems, troubleshooting, steps taken, and comments in the ServiceNow ticketing management system.
EDUCATION
Universidade Tecnológica Federal do Paraná
Bachelor's degree (four years)
Centennial College
College Diploma
Universidade Federal do Paraná
Postgraduate diploma (one year)
ABOUT LEONARDO ALMEIDA
Motivated professional and IT Specialist with 10+ years of experience in maintaining IT systems and providing comprehensive customer support.Expertise: Computer Networking, Telecommunications, Service Desk, Scripting.
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