It Support Technical
Resume:
Detail-oriented and proactive IT Support Specialist with over 4 years of experience in help desk and technical support roles. Proven ability to troubleshoot hardware, software, and network issues in corporate environments, delivering timely and effective solutions to end users. Adept at managing high volumes of tickets, supporting Windows and Mac OS systems, and communicating clearly with both technical and non-technical users. Passionate about delivering outstanding customer service and contributing to team success in fast-paced, high- demand environments.
PAMELA AIRES
ACADEMIC B ACKGROUND
P ROFESSIONAL S UMMARY
CAREER H I S TORY
CORE S K I L L S
SYSTEMS ANALYSIS AND DEVELOPMENT
UNIVERSITY MACKENZIE- SAO PAULO, BRAZIL
2019-2020
Provided remote and on-site technical support to
users, resolving issues related to hardware, software, printers, and network connectivity.
Handled 15–25 support tickets daily, maintaining high customer satisfaction and meeting SLAs.
Diagnosed complex end user issues and coordinated
escalations when necessary.
Maintained accurate records of support cases using ticketing systems and followed SOPs through
knowledge base tools.
Supported Windows 10, 11 and Microsoft 365
environments; performed basic troubleshooting on
Mac OS systems.
Assisted in resolving technical issues for end
users including software installations, hardware
maintenance, and network connectivity.
Provided first-level support and documentation
for IT incidents; supported migration and
upgrades.
Helped manage user accounts and access
permissions in Microsoft environments.
IT SUPPORT ANALYST (HELP DESK – TIER 2) IT SUPPORT INTERN SOLO TECNOLOGIA 2021- 2023 ATTORNEY GENERAL’S OFFICE FOR LABOR 2019- 2021
********@*******.***
3221 Albemarle Ave., Drexel Hill, Pennsylvania
Technical Support (Tier 1 & 2)
Windows, Mac OS, Microsoft 365, Teams
Zendesk, Jira, Remote Support Tools
Printer & peripheral troubleshooting
Basic networking (VPN, DNS, IP)
Active Directory (user & password management)
Clear communication with users
Multilingual: English & Portuguese
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