Figura professionale: Service Desk Analyst, Helpdesk and ticketing system

Nome Cognome: B. D.Età: 44
Cellulare/Telefono: Riservato!E-mail: Riservato!
CV Allegato: Riservato!Categoria CV: Help Desk / Tester
Sede preferita: Milano

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Service Desk Analyst, Helpdesk and ticketing system


Knowledge and skills
Helpdesk and ticketing system
Tier Level 1 Troubleshooting
Active Directory User Management
Client and Server Technology
Vmware enviroment, Firewall, Antivirus. O365 products

Pedro Figari University. Diplomate in Graphic Design March 1997 – December 2000
(Montevideo Uruguay)
Highschool in Liceo Solymar (Canelones Uruguay) March 1991 to December 1996

English: C1 Advanced , Spanish: Native language, Italian: Intermediate B2

Work Experience
Wipro Limited, IT Service Desk Analyst Actual role, March 2021 – present
Bilingual technical support engineer in Spanish/Italian
Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now 
Troubleshooting incidents and document resolution notes with root cause analysis, escalate incidents with appropriate support
specialists or resolver if necessary.
Handling of first-level incidents by Calls, Emails, Chats & Web tickets, operating in Vmware Cloud Desktop.
O365 environment, Troubleshooting client issues following the project SLAS accordly
PC Hardware configuration, supporting LAN’s, PC operating systems and desktop software
Perform Service Requests based on Standard Operating Procedures

Self-employed in Trading investments
Portafolio holding- cryptocurrencies, self-employment:
Private spanish classes also
(From October 2017 – March 2021), Valencia and Italy.

Nunsys SL: Goldcar Project Work Area; IT solutions and software development
Role: Service Desk Analyst in CAU at level 1. Performing remote troubleshooting through diagnostic techniques and pertinent
questions, Support to car rentals over vehicle fleet troubleshooting.
(From June 2017 – July 2017), Valencia, Spain.

Antel Co. Work Area: IT UAC (Call Center)
Role: HelpDesk Technician
Detect and solve issues on end user systems/access to the internet.(from March 2012 to December 2016) Montevideo, Uruguay.

Indra BMB ONO ISP Project Work Area; IT solutions
Role: HelpDesk Technician Detect and solve issues on IT systems, ticketing and support on level 1 Service Desk Manager. HelpDesk
assistance for the end user. (From March 2010 – January 2012, Valencia,Spain).

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