IT Support Analyst

I provide technical support and system implementation follow-up for more than 400 municipalities, helping ensure the proper operation of production solutions. I collaborate using Scrum and Kanban practices to support continuous process improvement.

I analyze requests using SQL and PostgreSQL to identify inconsistencies or possible failures, then communicate findings to the development team through Jira. I manage service orders in Freshdesk and monitor database and centralizer performance and storage through Grafana.

I also monitor container execution and application logs using Portainer and Rundeck, helping maintain service stability and availability.

I delivered on-site and remote IT support for internal users, handling requests related to corporate systems, including Tasy, as well as networks, hardware, and software. I performed first-line service-order handling, error testing, and implementation follow-up.

I monitored environments with Zabbix, performed server routines through VMware, and administered Active Directory for user management and Group Policy creation or updates. I also configured firewalls when required.

My responsibilities included preparing manuals, monitoring IT indicators, training users, recording process quality information, and controlling invoices and material requests.

I welcomed customers seeking healthcare services, identified their needs, opened service requests, and processed health-insurance authorizations using the Tasy system.

I performed administrative support activities for the hospitalization, insurance, and private-patient department to help ensure appropriate customer service. I prepared daily service reports for attendance tracking.

I also completed cash closing activities related to private accounts and forwarded the information to the finance department.

Developed knowledge in programming logic, algorithms, programming languages, information security, databases, and web development. Applied SQL for basic database queries during IT support work and developed a backend website for registration of the samusc.org domain.