Anita Carreiro
Victoria
Summary
Technical professional with 3+ years of supervisory experience, focused on service desk management, system support, and technical training. Committed to continuous learning and process improvement.
Overview
20
20
years of professional experience
Work History
Technical Support Analyst
BC Public Service
Saanichton, BC
01.2022 - 04.2025
NetSuite Training Coordinator
Victorian Epicure
03.2021 - 02.2022
- Coordinating and facilitating the training in the project design, implementation, and adoption period for Phase II (March to September 2021)
- Gaining knowledge about a support resource for Finance and Operations as NetSuite adoption grows in Epicure
- Work with Stakeholders and Vendors to understand training needs and his training plan
- Work with Finance & Ops to understand their roles and help determine who in the team should attend which training session
- Set up training meetings with Teams links, invite correct attendees, and attend sessions
- Tracking attendance at training sessions, keeping an up-to-date report available for Stakeholders and Vendors to review, make them aware of any concerns
System Support Analyst
Victorian Epicure Inc.
07.2013 - 12.2022
- Use internal software program to order all computer assets, and software and maintain user profile identity
- Administer and maintain hardware and software tracking systems for 200+ users. Onboard new users/staff with computer equipment and account
- Assisted in other departments (Distribution Centre, Production Team). Hands-on support to staff for desktop hardware
Acting Technical Assistant (Temporary Assignment)
B.C. Government
07.2011 - 03.2013
- Generating Service Desk Tickets Through a ticketing system
- Resolve technical issues, enhancing team efficiency and user satisfaction.
- Train new hires, ensuring seamless integration and operational readiness.
- Manage equipment and software, optimizing resource allocation and functionality.
- Support hiring processes, contributing to team growth and quality.
- Lead daily meetings, fostering collaboration and effective communication.
- Facilitated training for new hires in the Technical Service Desk, promoting knowledge transfer and team cohesion.
- Managed service desk operations, ensuring seamless communication and maintaining service quality across platforms like JIRA and Dynamics.
- Assisted in the recruitment process for new employees, applying a strategic approach to align skills with departmental needs.
- Resolved technical issues swiftly, boosting team efficiency and enhancing user satisfaction significantly.
- Trained new hires effectively, ensuring operational readiness and fostering a cohesive team environment.
- Managed service desk operations using JIRA and Dynamics, maintaining high service quality and effective communication.
- Created a solution - Internal Help Desk Support Email and Phone Line
- Assisting Employees in Troubleshooting issues that arise
- Maintain user profiles & Accounts
- Use different Request Channels such as MYSC, JAG, Istore
- Provide Hands-on /Remote Assistance for 250+ users for Technical Support
- Daily Monitoring Safeguard of IT assets
- Projects - Application tester
Service Desk, ID Administration, I-store Preparer (Temporary Assignments)
Shared Services BC (ISM)
04.2005 - 11.2010
- Internal programs (Magic, Remedy & I store)
- Provided Hands-on / remote assistance for 250+ users for Technical Support (such as Mobile devices including iPads, iPhones, and Androids)
- Set up & provided general technical support
- Maintained user profiles & Accounts
- Worked with many departments /groups/ vendors
- Experienced with the Active Directory
- Assisted IBM/IMB Global Services with the development of new software (I-ship Studios). Financial Orders that were stuck to corrected immediately
- Created Knowledgebase Documentation
Technical Support Analyst
BC Public Service
Victoria
04.2025 - Current
- Analyzed user feedback to identify recurring issues, leading to targeted solutions that reduced ticket resolution time and increased efficiency.
- Fostered collaboration between IT and end-users, ensuring seamless communication and effective troubleshooting of technical challenges.
- Developed a comprehensive knowledge base, empowering users to resolve common issues independently and decreasing support volume.
- Passionate about technology and dedicated to providing exceptional support, contributing to a positive user experience.
- Streamlined ticketing processes, leading to reduced resolution times and enhanced user satisfaction through improved service delivery.
- Implemented a feedback loop system, allowing for continuous improvement in support services and fostering user engagement.
Education
Diploma - DBA 9i Associate and Developer, Cisco, Linux, HTML coding, DOS, A+, Hardware & Software, Windows 2000 Pro/Server, Network+, Active Directory, Microsoft Exchange 2000
Compu College/CDI
01.2004
Fraud Awareness and Prevention - undefined
BC Public Service
01.2023
Supervisor Certification - undefined
BC Public Service
01.2023
ITIL 4 Introduction - undefined
Coursera
01.2021
Skills
- NetSuite
- JIRA
- MS Teams
- Active Directory
- ITIL
- Technical Support
- Service Desk
- System Administration
- User Training
- Project Management
- Cisco
- Linux
- Windows
- Network Administration
Languages
English
Portuguese
Personal Information
Title: Technical Support Analyst
Timeline
Technical Support Analyst
BC Public Service
04.2025 - Current
Technical Support Analyst
BC Public Service
01.2022 - 04.2025
NetSuite Training Coordinator
Victorian Epicure
03.2021 - 02.2022
System Support Analyst
Victorian Epicure Inc.
07.2013 - 12.2022
Acting Technical Assistant (Temporary Assignment)
B.C. Government
07.2011 - 03.2013
Service Desk, ID Administration, I-store Preparer (Temporary Assignments)
Shared Services BC (ISM)
04.2005 - 11.2010
Diploma - DBA 9i Associate and Developer, Cisco, Linux, HTML coding, DOS, A+, Hardware & Software, Windows 2000 Pro/Server, Network+, Active Directory, Microsoft Exchange 2000
Compu College/CDI
Fraud Awareness and Prevention - undefined
BC Public Service
Supervisor Certification - undefined
BC Public Service
ITIL 4 Introduction - undefined
Coursera
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