Heitor Tavares

Heitor Tavares

Information Technology Analyst

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location of Heitor TavaresRecife, Pernambuco, Brasil

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  • Timeline

  • About me

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  • Education

    • Faculdade dos Guararapes

      2012 - 2016
      Associate's degree Computer and Information Systems Security/Information Assurance
    • Unibratec

      2009 -
      Certificate System Development

      Atividades e grupos:System Development

    • UNIFG

      2012 - 2015
      Information Security IT Information Security solutions
  • Experience

    • Algar Tech

      Jan 2012 - Jul 2020
      Information Technology Analyst

      ● Performed a variety of computer repair and maintenance activities, including onsite repairs,replacements of parts, and negotiation of pricing for services with customers, manage theinstallation, design, and network infrastructure of 80+ computers● Deliver desktop support and technical training on software, hardware, and networktroubleshooting to 80+ end users● Successfully maintained up to 5 open requests simultaneously, resolving issues within 3hours of arriving on site● Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate● Created and updated IT support documentation and user guides, leading to a 15%decrease in tickets● Research new technologies and provide training to staff across all departments to optimizeproductivity Exibir menos

    • Lanlink Informática

      Jan 2015 - Nov 2021
      Technical Support Specialist

      ● Developed and implemented an efficient ticketing system to monitor incoming service desktickets, track incidents, and troubleshoot issues● Conduct troubleshooting to resolve IT-related and application issues for 4,000+ users● Provide clients with information on available upgrades and troubleshoot computer-relatedproblems for internal and external clients● Administer all aspects of active directory group policy such as creating and managingend-user accounts using active directory● Diagnosed and resolved a range of software, hardware, and connectivity issues whiledelivering technical training on hardware/software to end-users Exibir menos

    • G4F

      Jan 2019 - Jan 2022
      Information Technology Technician
    • Avanade

      Jan 2021 - now
      Analista de TI
  • Licenses & Certifications