IT Support Analyst

Supervised daily warehouse operations, ensuring efficient workflow and on-time completion of tasks. Coordinated and supported warehouse associates during loading, unloading, staging, and shipping operations. Maintained inventory accuracy through cycle counts and organization procedures. Assisted in scheduling tasks and delegating responsibilities based on operational priorities. Ensured compliance with workplace safety procedures and company standards. Collaborated with management and drivers to optimize shipping and receiving processes. Trained and supported new employees on warehouse procedures and safety practices. Operated material handling equipment safely in a fast-paced warehouse environment. Helped improve operational efficiency and workflow organization during peak periods.

Received and processed incoming shipments of household and commercial goods, verifying accuracy against manifest documents. Loaded and unloaded delivery vehicles, safely transporting goods within the warehouse using equipment like pallet jacks. Maintained organization of the storage area and followed strict safety and inventory control procedures.

Receive and stock merchandise in the backroom. Unload trucks and move inventory to the sales floor. Assist customers, answer questions, and provide assistance. Maintain cleanliness and organization of the store. Set up displays, restock shelves.

Serve as primary point of contact, nurturing and enhancing customer relationships. Offer timely, empathetic solutions to customer issues with professionalism and care. Engage customers across diverse channels to ensure optimal support on their preferred platform. Assist customers in understanding Neo App features and functionalities; escalate technical issues for effective solutions. Maintain up-to-date knowledge on Neo products, leveraging expertise to resolve customer queries effectively. Utilize Slack for team communication and collaboration. Manage project tasks and track progress using Jira. Handle customer calls and interactions through Amazon Connect. Leverage Google Workspace for document management and productivity. Provide customer support and manage tickets using Zendesk.

Provided 1st, 2nd and 3rd level support related to computer systems, hardware, networks, and software for 12,000 client users and 6,000 computers. Utilized SAU (Sistema de Atendimento ao Usuario) to manage tickets, maintain comprehensive customer contact records, facilitate team communication, generate reports, and identify solutions. Created and maintained scripts and applications in VB.Net, C#, VBScript and BAT for configuration, software maintenance and device installation for associates or customers to self-serve, reducing calls for certain applications to almost zero. Managed the print server, creating new print queues, assisting the printer outsourcing company during equipment installation, providing all the necessary configuration for insertion into the network. Created executables using Inno Setup, configuring all the requirements for full operation in the business environment, reducing installation and configuration time, also making some of the executables available for self-service by users. Participated in the migration of server systems, such as OWA and Zimbra emails, creation of new accounts, email box management, configuration of email management software. Implemented a XAMPP environment to create the department’s knowledge base, using WordPress, configuring the entire application, adapting, and debugging the theme’s code in HTML, CSS, JavaScript, and PHP, managing access, installing plugins, creating documentation on all technological procedures. Used EPP Apex One to detect and prevent security threats, maintaining permitted software policies, managing reports, and creating action plans. Administration of mobile devices through Samsung Knox, creation and maintenance of policies, creation of new users and software management. Maintained equipment and software inventory, using company management tools such as Autodesk, Microsoft, Adobe, etc. Conducted requirements gathering for new software, created documentation, managed new tickets, and implemented necessary solutions and adaptations. Facilitated onboarding and offboarding processes, created Active Directory accounts using a web portal, and managed access permissions for systems, file servers, network, and internet. Prepared equipment using WDS for operating system image updates and updated installation scripts for the HarmoniIT domain management tool.

Helped more than 1000 students and employees with IT-related problems. Managed, configured, and maintained more than 200 computers and computer system for computer class laboratories. Managed the Active Directory server and the file server, creating new accounts for employees, new directories and maintained access permissions ensuring information security. Installed the new expansion of the physical data network infrastructure, configuration, and maintenance. Installed several multimedia systems and configured peripherals for classes. Raised requirements for the acquisition and purchase of software and IT equipment. Maintained equipment inventory updated and available for consultation. Created training documents for new users for computer operation and initial equipment training. Contacted vendors to arrange repairs and/or warranties on computer equipment as needed. Prepared equipment by installing operating systems using existing images or creating new operating system images using the tool, Ghost. Managed and implemented the Deep Freeze technology project in the lab, significantly reducing virus-related and unauthorized software issues.