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Help Desk Specialist Desktop Support Network Support

Toronto, Ontario, Canada
August 30, 2018

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Marcelo Agnelo Caressato

E-Mail: **********@*****.*** Phone: (647) 701 - 0860 Toronto - ON

Network Support / Computer Support Specialist

Summary of Qualifications

Determined and focused in my duties

Reliable team-worker

Fast Learner

Able to multi-task, handle deadlines and work under pressure

English (Advanced) Spanish (Basic) Portuguese (Native)

Hands-On Activities (Hardware / Software)

Routers and Switches (IPv4 / IPv6): Cisco

VoIP Solutions: Cisco, Asterisk

ASA Firewall: Cisco

Small Business and Residential Wi-Fi


Virtualization: Hyper-V, VMWare,


Linux: Debian, Ubuntu, OpenSUSE

Apache, Samba, MySQL

Microsoft: Windows 7, 8, 10, Server 2003, 2008,

2012, 2016


Python Scripts

Antivirus: Kaspersky & Symantec

Work Experience

Network Support / Computer Support Specialist 2004 - 2016

Strike – IT Service Provider, Retail Store (Own Company) – Brazil

Deployed and configured Windows Server 2003, 2008, 2012, 2016 with appropriate tools as Active

Directory, DNS, DHCP Server and Hyper-V. Configured file access on the servers ensuring data security

as well as automated backup routines.

Troubleshooting desktop/laptop technical issues on client computers, break/fix and overall PC/Mac

support. Resolve common hardware and software problems related to Microsoft Windows 7, 8, 10, Office,

usually at first point of contact by phone or using remote assistant tools as RDP or TeamViewer.

Installed software, modified and repaired hardware preserving the customer needs at low cost.

Troubleshooting networks as well as deploying entirely new networks, including all cabling and necessary

devices installation meeting the customer requirements.

Wireless networks installation and troubleshooting for corporative and home users.

Network printers and scanners installation and configuration, setting the resources availability according

to user privileges.

Security cameras and IP Cameras installation and configuration, providing to the user remote access and

alarm monitoring.

Trained users in the proper use of hardware and software upgrades.

Demonstrated superior ability to interact with clients and provide top-level customer service, resulting in

a 100% satisfaction rating with a considerable number of loyal customers.

Technical Support Coordinator 2012

Teleponto - Technology and Automation – Brazil

Initial ticket triage, analyzing the issue providing a quick response or dispatching the service request to the

appropriate technician.

Provided phone, email and web-based support.

Demonstrated patience and problem-solving skills by providing remote and on-site support for a variety

of computing needs, enhancing business relationships.

Consistently maintained SLA objectives above 90% success rate.

Maintained a historical maintenance log, including issues and inventories.

Trained users in the proper use of hardware and software upgrades.


CCNA – Cisco Routing and Switching

CWNA – Certified Wireless Network Administrator

MCPS – Microsoft Certified Professional

MTA – Microsoft Security Fundamentals

MTA – Microsoft Networking Fundamentals






Education & Professional development

College Diploma in Computer Systems Technician 2018

George Brown College, Toronto, ON

Windows Server Deployment and


UNIX System Administration

Webserver Administration

Open Source Development (Python)

College Graduate Certificate in Wireless Networking (Postgraduate) 2017 - 2018

George Brown College, Toronto, ON

Wireless Network Services / Application

Equipment Deployment and Interconnection (Cisco)

Operating Systems Security

Wireless Security

Data Centre and Virtualization Technologies

Wireless Network Design

VoIP Network Technologies Deployment and

Maintenance (Cisco, Asterisk)

Routing and Switching (Cisco)

Advanced Network Analysis and Management

Firewalls (ASA), VPN, ACL (Cisco)

IT Best Practices

Bachelor of Computer Engineering 2006 - 2011

UNAERP, São Paulo, Brazil

Operational Systems

Database Basics

Programming Basics



Networks (WAN and LAN)

Residential and Industrial Automation

IT Business Management

IT Entrepreneurship

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