Ricardo Pinto
Tallinn,784
Summary
Dedicated IT Support Analyst with over 10 years of experience, providing technical support for desktop, network, cloud and software issues with excellent communication and diagnostic skills
Overview
9
9
years of professional experience
1
1
Certification
Work History
VIP Bilingual Support
General Electric
Paris
07.2013 - 06.2018
- Provide V.I.P on-site and remote support
- Configured, Installed /Troubleshooting Dell, IPhone/IPad, Lenovo Carbon Windows Mac OS
- Installed and troubleshooting MS office 2011,16 and O365
- Password reset and unlocks account through Active Directory
- Install local and Network Canon, Xerox Printers Scheduling & support Cisco Telepresence, Skype for Business
- Installed and configured Cisco IP telephone 7942, Cisco VPN, WebEx, Movi Installed/configured SAP GUI 7.20 & Lotus Notes 7.0.2
- Configured, Installed and troubleshoot IPad, IPhone, BlackBerry phones
- Maintaining hardware inventory.
Bilingual Analyst L2
ExxonMobil
Moncton
04.2013 - 05.2013
- Provide helpdesk support over the phone and Chat
- Troubleshooting Dell notebooks and PC's, IPad, IPhone, Blackberry, HP printers
- Remedy (ITSM), Active Directory, Citrix, Lotus Notes, office 2010
- Communicator 2007, Cisco VPN, WebEx.
Field Service Technician
Konica Minolta
Moncton
04.2012 - 10.2012
- Repair and maintain Konica Minolta printers, photocopiers
- Set-up and install equipment, both in-house and at customer sites
- Includes complex disassembly, cleaning, Bizhub C280, C360, C560, PagePro 4650
- Update new firmware on customer's equipment as needed
- Attend formalized training courses on current equipment
- Complete all service reports correctly and on time
- Ensure follow-ups on incomplete service calls.
Bilingual Technical Support L2
NbPower
Moncton
10.2011 - 01.2012
- Provide helpdesk support
- Troubleshooting, installation, configuration of notebook Computers, Blackberry, Outlook, Konica and HP Printers
- Unlock domain account Active directory
- SAP, SSL VPN access, first level support, RSA Server 6.5, MS Exchange Server 2003.
IT Service Desk Analyst L2
Sanofi-Aventis France
France
06.2009 - 06.2010
- Provide helpdesk and onsite support
- Troubleshooting, installation (HP Openview)
- Configuration HP notebooks, Pocket PCs, desktops, HP Printers, Unlock domain account Active directory, Eroom, Business Object, Actime, VPN access, SSO Gresda, Clintrace 2.8
- First level support, RSA Server 6.5, Lotus Notes 6.5, MS Exchange Server 2003
- Video Conferencing with Polycom, Net Meeting, WebEx, Terminal server.
Senior System Analyst L3
Twilio
Tallinn
07.2018
- Onboarding / offboarding users
- Experience in setting up SAML applications in Okta, users provisioning and troubleshooting password synchronization
- Onsite support for all hardware and software
- Support and administrating Slack, Zoom, Google Workspace, JumpCloud, AWS, JamfPro, MS O365, Jetbrains, IntelliJ IDEA, 1Password
- Preparing IT asset inventory and auditing systems and report for software licenses
- Documenting process and troubleshooting methods in ServiceNow.
Education
Trios College of Information Technology
01.2003
Skills
- Active Directory and Okta provisioning
- Jumpcloud, AWS, Azure, BetterCloud, Mac OS X, Windows
- Google workspace, Slack, Zoom, Skype for Business, Webex
- Cisco Jabber TelePresence System, Cisco Unified, Slido, M365, MS Teams
- VPN/SecurID; RSA Server 65, Global Protect, Viscosity
- MobileIron, JamfPro BlackBerry Enterprise Server
- HP OpenView; Zendesk, Jira, Confluence ServiceNow, 1Password, Notion
- Lotus Note 65 and 702, MS Exchange
- Microsoft Endpoint Manager (SCCM/Intune) JamfPro, Mosyle, Kandji
- Apple Business Manager
Certification
- CompTIA A+ OS & CompTIA A+ Hardware
- CompTIA Network+ and CompTIA I-Net +
- Mac OS El Capitan
- Microsoft Windows 2000 Network & operating system
- Implementing Microsoft Windows 2000 Professional and Server
- Microsoft Certified Professional, Installing, Configuring, Administering XP Pro
- DELL Notebook & Desktop Certification and DELL Dispatch and Procedures
Timeline
Senior System Analyst L3
Twilio
07.2018
VIP Bilingual Support
General Electric
07.2013 - 06.2018
Bilingual Analyst L2
ExxonMobil
04.2013 - 05.2013
Field Service Technician
Konica Minolta
04.2012 - 10.2012
Bilingual Technical Support L2
NbPower
10.2011 - 01.2012
IT Service Desk Analyst L2
Sanofi-Aventis France
06.2009 - 06.2010
Trios College of Information Technology
Similar Profiles
Payton MurrietaPayton Murrieta
Security Patrolman at General ElectricSecurity Patrolman at General Electric
Christine FreourChristine Freour
Employée logistique polyvalente at General ElectricEmployée logistique polyvalente at General Electric
Christopher A. SolustriChristopher A. Solustri
Senior Manager SEC Financial Reporting at General ElectricSenior Manager SEC Financial Reporting at General Electric