Curriculum VitaeMr Jorge Oliveira

7A Merview - Cobh – Co. Cork Mobile: 0877070030 Email: Jorgefgoliveira@zonmail.pt

Skills Exchange 2000, Exchange 2003 Deployments and Maintenance Active Directory 2003 setup, troubleshooting and monitoring. DNS and DHCP administration CCNA (incomplete). Outlook 2003, 2010, Open Office. Windows XP, Windows 7 and Linux experience. Windows Server 2003 servers and performance monitoring of these. Hardware Support Disaster Recovery Backups of whole server infrastructure – Cobian and Windows Software. Installation/Monitoring of all servers and network devices (LAN/WAN) Windows operating systems, printers, phones, Smart Phones. Roll out computers using Norton Ghost Software Central (Computer Re-installations and Deploying Software) Emc Smarts products (SAM, IP)

Summary of Qualifications It Systems Technician (level IV) Fetac Level 6 A+ Certification

Courses Completed Windows (1 year) Graphic Design (1 year) Linux Fundamentals

Employment History

ICT ServicesITField Support Engineer November 2014 – Present

Support our distributed customer base Multi-Vendor Hardware Maintenance Support (PCs, Laptops, Printers and peripherals) Microsoft OS Support and trouble shooting Part of an on-call Rota team

IT AllianceITDeskside Support Engineer August 2014 – November 2015

Interact with customers via telephone, e-mail and in person, providing technical support and problems solving abilities

Identify, evaluate and prioritize customer problems and complaints Analyze customer problems and formulate plans of resolution Utilize all technical resources to solve customer problems Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. Assist in evaluating new services, processes and technologies introduced at the helpdesk. Demonstrate and promote superior customer service in handling inquiries, problems, and complaints. Additional projects as required

EMCITTech Support Engineer II (Cork, Ireland) August 2013 – August 2014

Reviews technical solution articles for accuracy and completeness, and give feedback to the authors Acts as a remote customer advocate to champion specific customer needs in collaboration with field team Understands and uses sphere of influence extending outside of the department Participating in and possibly leads conference calls with customers Knows their audience and articulate

accordingly Participates in eService’s content creation (self-service) and maintenance such as Chat, Knowledge base

content, Support forums, etc.; regularly submits content to the knowledge database Validates technical information and issues early warning and disseminates information as needed Interfaces directly with customers at different stages of problem resolution process including understanding

issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

ATOS IT Solutions & ServicesITIT Helpdesk Support Specialist English, Portuguese, Spanish (Cork, Ireland) August 2012 – July 2013

Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities

Identify, evaluate and prioritize customer problems and complaints Analyze customer problems and formulate plans of resolution Utilize all technical resources to solve customer problems Serve as a point of escalation for other Helpdesk Services agents Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. Started training for a 2nd line position.

Eb23 Gueifaes School, Maia, Portugal September 2011 – July 2012EducationIt Technician (Helpdesk Support)

Created all users in the Windows 2008 Active Directory Update all the computers into Windows 7 and into the school domain. Created all the school shared folders (by department, Disciplinary Group and by class name) Managed the forest’s entire patch deployment and anti-virus deployment Provided 1, 2 and 3rd. level support to the school. Provided high availability, Disaster Recovery solutions to the school director. Setup all servers and necessary software.

Somague TI, Lisbon, Portugal July 2001 – January 2004ConstructionSystems Maintenance Technician (Helpdesk Support)

Installation of all Software (Computers and Servers) Installation of Company Network (Constructions Sites) Helpdesk Company Users Remote Access to off base computers. Off base helpdesk support (Constructions Sites). Off base network installation/configuration (Constructions Sites).

Hobbies/InterestsMusic, Football, Movies and Computers

ReferencesAvailable upon request