Hugo Guimaraes
Laval,QC
Summary
Resourceful it technician offering several years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with windows, linux and mac os environments. Talented Support Engineer adept at applying abilities, drive, and technical skills to deliver positive impact. Proactive and hardworking team player with focused mentality and rigorous approach.
Overview
11
11
years of professional experience
Work History
Desktop Support Technician
TTEC
Montreal, QC
11.2022 - 01.2025
- Performed daily maintenance of computer systems to keep network processes fluid.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Oversaw hardware, software and networking component monitoring, testing, and installation to assist maintenance and migration.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
IT Technical Support Specialist
Parnamirim City Hall
Parnamirim , Brazil
02.2019 - 09.2022
- Provided issue resolution and technical support for system use.
- Demonstrated advanced product knowledge to solve customer issues.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Performed routine maintenance and software updates on support tools and customer systems.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
IT Sub Coordinator
Department of Motor Vehicles
Natal, Brazil
04.2017 - 01.2019
- Focused on project monitoring and management by developing forecasts and tracking expenses.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Made changes to project scope and cost and implemented most effective change management processes to keep project up-to-date.
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
Networks and Infrastructure Intern
Regional Electoral Court
Natal, Brazil
02.2014 - 01.2017
- Helped maintain applicant tracking systems and recruiting metrics.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Assisted with event planning, support and execution of virtual and in-person engagements.
- Monitored operations and reviewed records and metrics to understand company performance.
- Analyzed company's expenditures and developed financial models.
Education
Bachelor of Science - Mechatronic Engineering
Federal University of Rio Grande Do Norte
Brazil08.2016
Bachelor of Science - Applied Science For Engineering
Federal University of Rio Grande Do Norte
Brazil04.2015
Skills
- Technical support expertise
- Troubleshooting & diagnostics
- Desktop workstation repair
- Network connectivity
- Help desk experience
- Asset management
- Ticketing system proficiency
- Hardware troubleshooting
Knowledge
- Programming Languages: Proficiency in C, C++; basic knowledge of Java, Python, HTML, Lua, Scilab, and Matlab.
- Microcontrollers and Prototyping: Experience with Arduino, BeagleBone, ESP, Intel Galileo, PIC, and Raspberry Pi; PCB prototyping with CAD-Eagle and soldering.
- Hardware: Assembly and maintenance of desktops, laptops, printers, and peripherals.
- Operating Systems: Expertise in Windows, Linux, and MacOS environments.
- Office Tools: Advanced proficiency in Microsoft Word, Excel, PowerPoint, and other Office Suite tools.
- Networking: Hands-on experience with firewalls, network monitoring, and server administration.
Languages
English
Native/ Bilingual
Portuguese
Native/ Bilingual
Spanish
Full Professional
French
Limited
Timeline
Desktop Support Technician
TTEC
11.2022 - 01.2025
IT Technical Support Specialist
Parnamirim City Hall
02.2019 - 09.2022
IT Sub Coordinator
Department of Motor Vehicles
04.2017 - 01.2019
Networks and Infrastructure Intern
Regional Electoral Court
02.2014 - 01.2017
Bachelor of Science - Mechatronic Engineering
Federal University of Rio Grande Do Norte
Bachelor of Science - Applied Science For Engineering
Federal University of Rio Grande Do Norte
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