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Leonardo Arias: Information Technology

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Leonardo Arias: Information Technology Leonardo Francisco Arias / 506 8453 7405 / leochisco@gmail.com ______________________________________________________________________ SUMMARY • Technical Support with over 10 years of working experience • Programming Languages: C++ • CCNA modules 1 & 2 • Electronics Technician • IT Maintenance and Support Technician • Advanced English • Advanced Portuguese EXPERIENCE • SYKES LATIN AMERICA (Technical Support Trilingual, July 2011 – March 2014) I provided Technical Support to routers and switches Cisco, I have knowledge in Putty terminal emulator to verify WAN/LAN interfaces status, I dispatched technicians to fix the optical fiber, I provided support via calls, tickets and chats in 2 different languages: English and Portuguese • IBM (Portuguese Service Desk, April 2014 – December 2015) Password reset, I unlocked client accounts, I added and removed users from Active Directory groups, I have knowledge in “Any desk” program to access remotely the user´s computer. I used Service Now to open tickets. I provided support via calls and tickets only in Portuguese language • HEWLETT PACKARD (IT Support Analyst II for HP Brazil, January 2016 – December 2019) Password reset, I unlocked user accounts, I have knowledge in Sales Force to open tickets, Office installation and Repair, I created Distribution List and Shared Mailbox and added or removed users from them as well, I fixed any issue with Outlook, I added printers to network, I connected users to Pulse VPN program, I provided support via calls and tickets only in Portuguese language • INTER AMERICAN DEVELOPMENT BANK (IT Help Desk, January 2020 – 2024) Password reset, I unlocked user accounts, I have knowledge in Service Now to open tickets, Office installation and Repair, I fixed any issue with Outlook, I created Distribution List and Shared Mailbox and also added or removed users from them, I added printers to network, I connected users to Global Protect VPN program, I have knowledge in “Log Me In” program to access remotely the user´s computer, I provided support to users with Virtual Machine (VDI), I have knowledge in Azure Active Directory / MS Entra ID. I provided support via calls, tickets and chats in 2 different languages: English and Portuguese EDUCATION • High School Diploma (Liceo Nocturno Alfredo González Flores) • Portuguese (Centro de Estudos Brasileiros) • English (Cultural Center of Languages) • Electronics Technician (INA) • IT Maintenance and Support Technician (IPEC – Barva) • Cisco CCNA (modules 1 & 2) SKILLS • Knowledge and Experience in Networking and Electronics • Fluent in Portuguese and English • Knowledge and Experience in Software and Hardware • Excellent interpersonal skills • Experience in Remote Diagnosis and Troubleshooting • Knowledge and Experience in VPN (Pulse and Global Protect) LANGUAGES • Advanced Spanish • Advanced Portuguese • Advanced English Let's collaborate! Thanks, Jack Bosma https://meetn.com/jackbosma tutorjacknetwork@gmail.com "Inspect what you expect."