Experience Highlights
IT Support professional with hands-on experience providing Tier 1/2 technical support in Windows environments. Skilled in Active Directory administration, Microsoft 365 support, and resolving hardware, software, and network (LAN/WAN) issues.
Experienced in monitoring network and system performance to maintain stability, prevent incidents, and ensure reliable operations. Proficient in using ticketing systems and remote support tools to deliver efficient technical support.
Able to work effectively both independently and as part of a team, with several years of experience in both self-managed and collaborative environments.
Skills
Core Competencies
IT Support & Systems
Providing comprehensive Level 1 and Level 2 IT support, including troubleshooting hardware and software issues, resolving incidents, and ensuring stable and reliable system performance across different environments.
Level 3 Support
Experience supporting critical systems, including monitoring, updates, backups, and incident response to ensure system availability and performance.
Windows & Linux Administration
Experienced in system formatting, operating system installation, configuration, and optimization. Skilled in user management, system maintenance, and performance tuning in both Windows and Linux environments.
Microsoft 365 & Cloud Services
Managing and configuring Microsoft 365 environments, including user accounts, permissions, and cloud-based applications, ensuring secure and efficient collaboration across teams.
Networking & Infrastructure
Supporting network environments with hands-on experience in troubleshooting connectivity issues, configuring basic network setups, and maintaining domain-based infrastructures.
Hardware Maintenance & Upgrades
Strong background in computer hardware, including assembly, diagnostics, repair, cleaning, and upgrade planning, focusing on performance, stability, and equipment longevity.
Database and Systems Administration — Intermediate
Experience with data handling, report creation using Power BI and SQL Server, and user management through Active Directory and file servers.
AI & Automation
Developing AI-driven automation solutions to streamline workflows, reduce manual processes, and improve operational efficiency using modern tools and intelligent systems.
Tools and Technologies
IT Ticketing System
EDR tooling and endpoint security solutions, antivirus, firewalls and pfSense
Zabbix, PRTG Network Monitor
PABX Voip configuration and Linux Server
Putty, SQL Server, Active Directory, File Server
Professional Growth
Currently completing the first year of a VET course focused on networking, including structured network design and hands-on experience with Cisco Packet Tracer.
Studying automation and problem-solving using AI tools such as n8n, cloud platforms, and chatbot development.
Continuously improving skills in website and web application development, focusing on modern and practical solutions.
Continuous Learning
The Scrum Master Guide
How to Win Friends and Influence People
Atomic Habits
My Journey
My first experience in IT started at the age of 13, working in a computer shop and internet café (commonly known in Brazil as a “lan house”). There, I learned how to assemble and disassemble computers, perform maintenance and upgrades, and even work with overclocking and hardware repairs, including recovering damaged graphics cards. I was also responsible for formatting systems, installing operating systems, configuring computers, and setting up network domains, as well as assisting with sales and stock management.
This early experience became the foundation of my IT career. I spent two years developing strong knowledge in both hardware and software, and later completed a course focused on electronics and motherboard repair. During this time, I gained a deeper understanding of components such as capacitors, hardware lifespan, and maintenance of physical computers and servers.
After that, I worked for over eight years in Level 1 and Level 2 IT support roles, where I strengthened my expertise in software and systems while building on my solid hardware background.
I then joined a mid-sized family business with over 60 employees. Initially, I worked alongside another IT analyst, but within two months, I became solely responsible for all IT operations after the other analyst left. I managed everything from infrastructure and access control to user creation, equipment procurement, and logistics, including preparing and shipping equipment to clients.
After one and a half years, I moved to a large enterprise with more than 3,000 employees, where I worked with critical systems, software updates, optimizations, and documentation. I remained in this role for over a year before deciding to move to Australia to pursue my goal of gaining international experience in IT.
Today, at 34 years old, I have a much more mature mindset and a strong focus on personal and professional development. Over the years, I have worked with managers who supported my growth and encouraged me to pursue certifications.
I am deeply grateful for everyone who supported me along the way. Having lost my parents at a young age, I did not have family support during my adolescence, which made my journey more challenging and strengthened my resilience and determination.
More recently, I have been expanding my skills in AI and automation, focusing on building solutions that streamline workflows, reduce manual tasks, and improve efficiency.
I have been exploring modern tools and platforms to integrate intelligent automation into real-world processes.