Filipe Dutra

• Provided technical support to clients, troubleshooting software, hardware, and network issues. • Resolved issues related to Microsoft Office, Windows 7 & 10, VPN, Citrix, and Adobe applications. • Assisted users with printer mapping, software installations, and application fixes. • Managed and tracked IT support requests via ticketing systems. • Contacted clients to provide updates and gather feedback on IT service requests. • Escalated complex IT issues to second-level support teams for resolution. • Managed email communication and IT protocols to ensure timely issue resolution. • Supervised and trained junior staff on troubleshooting techniques and customer service approaches. • Led a small team in improving IT service response time by optimizing internal workflows.

• Installed, configured, and troubleshot laptops and desktops for end-users. • Assembled and loaded Windows OS and SOE applications on various hardware. • Performed diagnostic testing and troubleshooting on faulty hardware components. • Ran pre-prepared scripts and tested Cisco routers to ensure network functionality. • Managed inventory, packed computer stock, and dispatched IT equipment. • Processed warranty requests and liaised with vendors for hardware replacements. • Refurbished and repurposed old IT equipment to extend usability and reduce waste. • Coordinated with vendors and internal teams to streamline logistics and improve operational efficiency.