MASSIMO ORION FERREIRA
Gatineau,Canada
Summary
With 25 months of IT Support and Client Service Support experience in the private and public sectors, including at Environment and Climate Change Canada, I have built a strong foundation in service desk operations. Known for my attention to detail, organizational skills, and ability to resolve customer inquiries efficiently, I am a collaborative team player focused on delivering solutions that enhance customer satisfaction and contribute to team success.
Overview
2
2
years of professional experience
Work History
Support Analyst IT-01
Royal Canadian Mounted Police
11.2024 - Current
- Provided support to users for resetting and changing passwords across multiple applications, including Active Directory, SAP GUI, and others.
- Assisted users in troubleshooting Android devices, performing password resets, and managing accounts via EMDM (Enterprise Mobile Device Management).
- Processed smartphone device, SIM card, and telephone requests, ensuring users provided all required information before forwarding to the appropriate department for further action.
- Granted access to VPN, Active Directory, and other applications after verifying user-provided approval information.
- Analyzed and forwarded requests to the correct department for efficient processing.
Service Desk IT-01
Environment and Climate Change Canada
02.2024 - 11.2024
- Provided comprehensive technical support, including hardware and software troubleshooting for a variety of devices, such as laptops, Android, and iOS systems.
- Installed and configured software applications, optimizing functionality and enhancing the user experience within a Windows network environment.
- Resolved connectivity issues, including VPN troubleshooting, password resets, and network drive mappings, ensuring uninterrupted workflow for end users.
- Collaborated effectively with Tier 2 Help Desk Analysts to escalate and resolve complex IT issues in a timely manner.
- Categorized incoming tickets based on issue type and urgency, ensuring efficient resolution and high user satisfaction.
- Maintained professionalism and empathy in all interactions, fostering positive relationships with clients.
- Facilitated clear communication in both English and French, simplifying complex IT issues for clients and ensuring understanding.
- Developed user-friendly training materials, such as tutorials for accessing protected PDFs and creating Outlook profiles, empowering users to resolve minor issues independently and reducing the volume of support requests.
- Managed high levels of call flow and responded to technical support needs.
IT Help Desk Technician
Prosomo Inc
05.2023 - 11.2023
- Resolved an average of 10-15 daily calls/tickets, delivering exemplary customer service and technical support
- Collaborated with clients to diagnose and resolve computer application issues, specializing in Microsoft Office, with a focus on Outlook (rules, signatures, calendar, sharing)
- Administered various Microsoft 365 tasks, including user and license management, threat protection, recovery, and more
- Successfully managed over 30 Microsoft Partner accounts, demonstrating proficiency in Office 365 admin management
- Supported and managed Windows terminal server, clients, and users, handling server-side tasks like GPO, Active Directory, folder sharing, and restrictions
Education
College Diploma - Network Specialist
Collège O'Sullivan De Québec
Quebec, QC07.2023
College Diploma - Port Management
Universiade Do Vale Do Itajai
Itajai, Santa Catarina, Brazil06.2013
Skills
- Operating Systems: Microsoft Windows (7, 10, 11)
- VPN Troubleshooting: Cisco AnyConnect Secure Mobility Client
- Ticketing Systems: Assyst, Service Desk Manager
- Printer Support: Troubleshooting, driver installation, and mapping
- Fluent in French, English, and Portuguese
- Customer Service: Strong orientation towards providing exceptional support
- Mobile Device Management: iOS and Android (via EMDM)
- User Account Management: Active Directory permissions
- Problem-Solving: Analytical thinking and troubleshooting abilities
- Time Management: Ability to work under pressure and manage multiple priorities
Volunteer Experience
Assistant Coach – Soccer
FC des Vallées, Gatineau
05/01/2023 – 04/04/2024
- Prepared athletes for competitive games by designing and leading structured practice sessions and physical conditioning regimens.
- Emphasized injury prevention by promoting stretching, mobility exercises, and proper form to help athletes build strength safely.
- Motivated players to enhance their strength, agility, and overall performance through consistent training and nutrition guidance.
- Developed and enforced team rules, fostering discipline, teamwork, and a strong sense of responsibility among players.
Timeline
Support Analyst IT-01
Royal Canadian Mounted Police
11.2024 - Current
Service Desk IT-01
Environment and Climate Change Canada
02.2024 - 11.2024
IT Help Desk Technician
Prosomo Inc
05.2023 - 11.2023
College Diploma - Network Specialist
Collège O'Sullivan De Québec
College Diploma - Port Management
Universiade Do Vale Do Itajai
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