Ricardo Silva

Experience

• 

  Lojas Don Paco

  Jul 2007 - Jun 2009

  Support Analyst, Information Technology (IT)

  Management and maintenance of computers and servers.Support to end customers.

• 

  Intermidia Networks

  Aug 2009 - Dec 2014

  Information Communication Technology Support Engineer

  Duties:Provide mentoring, training, and coaching to all new and existing Level 1 TSA’s.Ensure training and technical documentation were up-to-date. Update/Maintain Knowledge BaseCreate training plans and coordinate training for new hires.Identify, communicate and coordinate all training in relation to new and existing processes and procedures, new applications and new customers on the desk.Updating Training DocumentationRunning of Knowledge Gap exams/Technical TestsInsure Case Quality Assessment completed as per targetMonitoring of Agent's Tickets to ensure correct processes were followedProviding feedback to agents in relation to the use of processes and ticket qualityDeal with Adhoc tasks from desk managementPC Maintenance for machines on the deskEnsure Training equipment/room were maintainedConduct test calls for new hires.Assisting the Escalation Coordinator with eventually Escalation and ComplainsMy duties also included, support and administration of:• Active Directory• Windows Server• MS Office 365 and MS Virtualization • VPN Connections• Microsoft Windows and Office• SharePoint • LyncTechnical support for : ADVCOMM – Capital Flat Hotel – Contato Brasil – IBS-SP – IESABR – M. Officer – Masettti, Resende e Balderama Advogados – Master Auditores – Mastertecsp – Mercúrio Comunicação – Netapplications – Novaes, Plantulli e Manzoli Advogados – Paulo Roberto Murray Advogados – Praxian – Smartcaps – Teraflop – Ubisoft Brasi – Don Paco Móvies - MRPET - Fábrica de Idéias Brasileiras. Show less

• 

  Ayuda Networks Brazil

  Jan 2015 - Jan 2017

  Information Communication Technology Support Engineer

  I worked as a contractor for some small businesses in Brazil.I worked providing onsite and remote support to small high profile clients.I worked managing and maintaining computers and servers working properly. I worked on IT projects delivering Microsoft solutions, such as Microsoft Office 365 and Microsoft System Center Virtual Machine Manager.Part of my job was as well advising them on how to use information technology to meet their business objectives or overcome problems.Duties include:Writing up documentation for processes and software applications.Creating new user accounts.Troubleshooting printers, laptops, mobile devices and software issues.Responding to calls and emails from clients.Liaising with 3rd party suppliers when necessary to ensure incidents are resolved promptly.Creating and updating Knowledge Base.Helping companies work with mobility.As & when requested support family, friends, and small and large businesses with IT.Duties include fixing computers, building computers according to business needs, setting up network cabling and patch panel, troubleshooting hardware/software issues, testing new software, and recommending software/hardware purchases. I dealt with client issues concerning their Microsoft Office 365 accounts. I constantly received and made calls to clients to troubleshoot issues to resolve them. Show less

• 

  Enclave

  Nov 2018 - Jan 2022

  Deploying new solutions for customers.Scope, implementation and handover of projects.Customer onboarding.Modern Device Management: Microsoft Intune.Security: Conditional Access, Control Access, Multi-factor authentication and device compliance setup.Migrating email environment: Gmail/On-premises Exchange to Microsoft Exchange Online.File sharing: Sharepoint and OneDrive for Business migration and deployment.Identity: Azure Active DirectoryBackup: Cloud to Cloud backup, Shadow Control Backup systemsDatabase: Microsoft SQL fundamental management.VPN: SonicWall VPN deployment.Firewall: SonicWall Firewall implementationOn-premises environment: Hyper-V management, Server configuration, Active Directory, Group Policies, DNS, DHCP.Network: Network configuration, VLAN, Switch Show less Built, management and monitoring the infrastructure while acting as a first and second line support.Increasing productivity and quality of services in the operational areas of the company, as from: Improvements in physical and virtual servers, improvements in network infrastructure. In addition, implementation on network security, group policies, automation of services in storage servers, disaster recovery plan, among other services essential to ensure stability of the company.I work with the most recent tools to deliver the customer the best solution, troubleshooting and identifying root cause, my duties spans from working at basics request to implementation of new technologies.Resolving remote and onsite IT problems using the relevant tools and systems such as:ConnectWise, Avast Business, McAfee Business Center and ITGlue.Remote assistance tools such as AVG Premium Remote Control, LogMeIn, Windows Remote Assistance and Skype for Business.Some of the technologies I work with are: Active Directory, Backup systems(Altaro, Shadow Copy), Knowledge Base, Windows XP, 7, 8 and 10, system center configuration manager (SCCM), web proxy, and network configuration. Infrastructure engineer and administration of servers and services. Delivering services availability, security, integrity, backing up, forecasting future damage, cost reduction, monitoring. Supporting the whole infrastructure such as: network servers, security servers, data base and workstations (Mac OS and Windows environment). Show less

  • Professional Services Engineer

    Jun 2021 - Jan 2022

  • ICT Onsite Support Engineer

    Aug 2019 - Jan 2022

  • ICT Engineer

    Nov 2018 - Jan 2022