Lucas Padial

Experience

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  Concentrix

  Aug 2018 - Mar 2020

  N2 Technical Support

  Receptive customer service, focusing on resolving software and hardware issues related to iOS and MacOS devices, as well as providing solutions for system account problems. My goal is to ensure the utmost comfort and satisfaction of customers.Key highlights:Application of the Here To Help methodology for effective customer service.Specialization in support for iPhone, Apple Watch, iPad, and Beats products.Identification of communication profiles to provide a personalized customer service experience to each user.Remote support for convenient problem-solving.Guidance on device repairs.Experience in iCloud support for data management and synchronization in the cloud, both on MacOS and Windows.Contact with internal departments in other countries for data and software corrections. Show less

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  Grupo Unite

  Mar 2020 - Mar 2021

  IT Support

  I worked in IT support with a focus on customizing CRM tools, creating and managing tailored solutions according to the company's client portfolio. I handled and imported data using lead generation tools and spreadsheets, managing a database of approximately 60,000 leads. I also played a key role in generating reports via SQL queries, supporting strategic decision-making.I was responsible for configuring and maintaining the internal help desk tool (GLPI), ensuring efficient, secure, and traceable service, including for special requests from management, executives, and trusted personnel, with strict attention to data protection and access control.I performed custom configurations for end users based on their roles (telemarketing, supervision, coordination, quality), including communication devices, work profiles, and network privileges, always applying the principle of least privilege and access segmentation.On the infrastructure side, I worked on server maintenance, routine backups, and security monitoring using SonicWall and pfSense firewalls, ensuring system integrity and risk mitigation. I contributed to deployment and implementation projects for clients, including setting up operations for Univesp.I also worked with IP telephony (PABX), handling extension setups and device management within the server, maintaining secure and reliable communication services. During the pandemic, I played a key role in the complete restructuring of the company, quickly adapting IT processes for remote work with a strong focus on business continuity and information security. Show less

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  Qintess

  Mar 2021 - Sept 2023

  Support Analyst

  As a technical support specialist for server software, I provided exclusive VIP support to judges and high-ranking court officials, ensuring secure and reliable access to the judiciary's critical systems. I performed precise maintenance on court equipment, prioritizing confidentiality, system integrity, and data protection.I played a key role in assisting with the configuration of internal systems, ensuring users could fully leverage all available features. I focused on optimizing incident resolution, emphasizing fast response times and delivering an exceptional user experience. Additionally, I customized equipment settings according to each user's profile and specific needs, ensuring maximum efficiency and productivity.As part of my responsibilities, I provided comprehensive preventive maintenance for both software and hardware, ensuring systems operated in a stable and reliable manner. When needed, I proactively collaborated with other internal departments to resolve complex incidents and even implement new, innovative solutions. I had the privilege of being responsible for the daily update and monthly audit of the asset inventory, which included a diverse set of resources managed by our local team.I efficiently managed the support ticket queue, applying prioritization criteria and leveraging the technical expertise of field analysts to ensure quick and secure resolution flows.Additionally, I played an active role in the training and onboarding of new team members, sharing technical and security best practices to support a high standard of service and alignment with internal policies. Show less

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  Absolut technologies

  Sept 2023 - now

  IT Analyst

  I work as a Mid-Level IT Analyst with a strong focus on information security and IT governance, being responsible for ensuring the protection and efficient operation of the company’s technology infrastructure.I manage Google Workspace and Microsoft 365 platforms, ensuring access is properly controlled and aligned with the organization's security policies. For network monitoring, I use MikroTik and UniFi solutions to maintain stability, visibility, and security across the corporate network.In the information security domain, I’m responsible for overseeing Bitdefender and Microsoft Purview solutions, ensuring effective threat detection and response, as well as coordinating compliance routines and data loss prevention (DLP). I also supervise the CCTV and access control systems, integrating both logical and physical security measures.I have cntributed to strategic infrastructure modernization projects, including the migration of legacy AD servers (Windows Server 2008) to Windows Server 2019, enhancing security, performance, and alignment with best practices.I use GLPI for service desk management and asset tracking, ensuring traceability, SLA compliance, and readiness for audits. I also manage contracts and licenses for software, internet links, and mobile operators, ensuring service continuity and legal compliance.I lead continuous training initiatives to raise employee awareness on cybersecurity best practices, responsible technology use, and prevention of phishing and social engineering attacks.I explore process automation through Power Automate, helping to improve operational efficiency and standardize workflows with a security-first mindset. Additionally, I constantly assess IT solutions to mitigate risks, drive innovation, and optimize operational costs. Show less