Heitor Tavares

Experience

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  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

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  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

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  G4F

  Jan 2019 - Jan 2022

  Information Technology Technician
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  Avanade

  Jan 2021 - now

  Analista de TI