Marcio Valerio
IT Consultant - Telus (Via Experis Canada) Is3 - Desktop Support Supporting Bc Hydro @Experis Canada
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WORK HISTORY
IT Consultant - Telus (Via Experis Canada) Is3 - Desktop Support Supporting Bc Hydro @Experis Canada
Vancouver, BC, CA
Provide on-site and remote IT support services to BC Hydro employees, ensuring continuity of critical operations within a large, regulated public utility environment- Deliver Level 1, Level 2, and Level 3 technical support for desktops, laptops, peripherals, mobile devices, and corporate applications in a Windows-based enterprise environment- Manage incident, request, and problem tickets using enterprise service management tools (ServiceNow), ensuring compliance with SLAs and internal ITIL-based processes- Perform workstation imaging, re-imaging, configuration, and deployment following TELUS and BC Hydro standards- Troubleshoot hardware, software, network connectivity, and authentication issues, minimizing downtime and user impact- Support user account administration tasks, including access provisioning, password resets, and profile troubleshooting in Active Directory environments- Assist with asset management activities, including inventory tracking, device lifecycle management, and hardware refresh initiatives- Collaborate closely with TELUS technical teams and BC Hydro stakeholders to resolve escalated issues and improve service delivery- Participate in mandatory training programs and security awareness initiatives to ensure compliance with corporate, safety, and regulatory requirements- Maintain clear and detailed documentation of incidents, resolutions, and technical procedures to support knowledge sharing and continuous improvement- Deliver a high standard of customer service, maintaining professionalism, empathy, and clear communication with end users at all levels of the organization- Contribute to process improvements and operational efficiency by identifying recurring issues and recommending preventive solutions.
EDUCATION
Wyden
Post Graduate Degree (Lato Sensu Specialization), Information Technology Management
Estácio
Post Graduate Degree (MBA – Master Business Administration), Project Management
New York Institute of Technology - Vancouver
Master's degree, Cybersecurity
Universidade Paulista
Technologist Degree, Information Systems Management
Universidade Federal do Pará
Technical Course, Program Developer
Universidade Federal do Pará
Bachelor's Degree, Computer Engineering
SKILLS
ABOUT MARCIO VALERIO
Seasoned IT Technical Support, Infrastructure, Network Administration, and Cybersecurity Engineer with 20+ years of experience leading large-scale technology operations, technical support, and security initiatives within one of Latin America’s largest financial institutions — Caixa Econômica Federal. Specialized in network administration, system security, cloud migration, and incident response, consistently improving operational resilience and service delivery. Holds a Master’s in Cybersecurity - graduated with distinction at New York Institute of Technology (NYIT)- and multiple certifications from AWS, Fortinet, and Palo Alto Networks. Skilled in integrating technology solutions to support strategic goals, mitigate risks, and drive innovation. Recognized for analytical precision, collaborative leadership, and a proactive, customer-centric approach to IT operations.
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