I am a Systems and ICT Engineer with experience providing Level 1 technical support to end users and supporting data-network-related issues. I focus on user service, incident resolution, request follow-up, documentation, and appropriate escalation.
I have worked in corporate and technology-oriented environments where I managed information, maintained accurate data, coordinated requests across teams, and trained users and partners on digital tools.
My technical background includes IT support fundamentals, computer hardware, networking, cybersecurity principles, SQL Server database administration, and network monitoring with PRTG and Wireshark.
I am proficient with Microsoft 365 applications, including Word, Excel, PowerPoint, Outlook, and Teams. I also have hands-on experience with CRM platforms, lead management, reporting, data updates, and digital tools such as forms, landing pages, and websites.
I communicate clearly with users and stakeholders, combining a service-oriented mindset with analytical problem-solving. I am interested in IT Support, Help Desk, Service Desk, and Level 1 support roles where I can continue developing my technical expertise.
Provided Level 1 technical support to end users, addressing technical incidents and assisting with day-to-day IT needs.
Supported data-network-related requests and connectivity issues, ensuring users received timely assistance and issue resolution.
Trained partners in the use of digital tools and managed information, follow-up activities, and data in corporate environments.
Coordinated initiatives with Cisco, distributors, and partners; monitored the commercial pipeline with marketing and sales teams; and presented regional results and performance indicators.
Managed leads across different lifecycle stages and qualified them for assignment to the appropriate department.
Monitored request progress, maintained current CRM data, and coordinated follow-up activities between internal teams.
Prepared reports and managed commercial data in CRM systems to support opportunity tracking.
Used digital channels and teleprospecting to manage opportunities and followed up on commercial information and activities.
Managed and updated customer and prospect databases while identifying new business opportunities.
Prospected leads and prepared and presented commercial proposals to potential clients.
Reviewed quality parameters and verified compliance with established quality standards.
Trained surveyors, corrected data, and generated reports summarizing results and findings.
Cisco Certified Network Associate (CCNA), Computer Networking
Completed CCNA modules 1 and 2.
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