Resume IgorSoares MSSupportEngineerL2 2017 (8) .pdf

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Curitiba - PR - Brazil
+55 (41) 9154-0688

IGOR SOARES DE ARAUJO

igor_soaresaraujo@yahoo.com.br
Date of Birth: 03/16/1990

IT Analyst - Microsoft Support Engineer L2
QUALIFICATION SUMMARY
Bachelor’s degree in IT Management








More than 8 years working in IT area. More than 3 years of experience working as Microsoft Support Engineer with
Core focus (Core-Setup/Core-Cluster/Core-Perf).
Great knowledge’s and experience in Customer Support, soft skills and communication ability with the customer, Network
and Infrastructure, Governance and IT Service Management,
With implementation of improvement projects where I worked;
International Experience in Toronto/Canada and Orlando/USA
MCP – Microsoft Certified Professional / MCSA – Microsoft Certified Solutions Associate
ITIL V3 Foundation certified.
Availability to country/city changes.



ACADEMIC BACKGROUND
Degree in IT Management
Universidade do Oeste Paulista - UNOESTE, concluded in 2011
LANGUAGE

English – advanced
Spanish– Intermediate

Portuguese - Fluent
INTERNATIONAL EXPERIENCE

Toronto, Canada (Dec-2012/Mar-2013).
ESL General English Level 4 and Business Communication
Upper Madison College
PROFESSIONAL BACKGROUND

April 2017 – Current WIPRO TECHNOLOGIES
Microsoft Support Engineer L2
Acting as Microsoft Support Engineer L2, the highest level of support partner before the Microsoft escalation
team. Bringing all the experience, knowledge, soft-skills, and baggage that shift after hours has provided (like
meeting complex and critical occurrences that usually occur outside business hours) for business hours and having
greater proximity to the Microsoft escalation and Product team.
Working in the services of Microsoft's Premier and Professional clients, focused on providing support to large
companies with a Premier contract with Microsoft. Performing effective service through telephone, email and
remote access in Break and Fix and Advisory / RCA cases. With excellent knowledge / experience on all technologies,
but with a focus on Core-Cluster / Core-Setup / Core-Perf. Being L2-level acting with greater responsibility at the
managerial level and acting as backup of management teams when they are not available, in addition to helping the
junior engineers in their first experiences of service.

June 2014 – April 2017 WIPRO TECHNOLOGIES
Microsoft Support Engineer L1


Working as Support Engineer L1, as “After hours” (having to attend the complexes and critics occurrences that
usually occurs on weekends) and generalist, having knowledge/expertise about all technologies but with focus in
Core – Core-Cluster/Core-Setup/Core-Perf. With excellent technical skills using internal tools to identify/solve
issues related with Core issues through troubleshooting toward resolution. Working according Microsoft
processes, compliances and information confidentiality. Also with strong soft skills and communication ability to

handle the cases and working by myself when the Platforms team, TM and TL are not available, engaging global
team and ability to assist the customer with all resources we have to provide them a quickly and effective
solution. Always looking for learning, participating of the trainings, studying by myself and sharing/getting
knowledge, always working close to the team and as a team.

June 2013 – May 2014 STETSOM ELETRÔNICA
IT Analyst




I worked on the team of restructuring of the company’s

IT – Support and Infrastructure

Main achievements: Implementation of incident control system through the GLPI, Inventory System (OCS Inventory)
and internal messenger (OpenFire – Spark), all these tools in real-time synchronized with Active Directory promoting
greater ease in controlling and managing the infrastructure; Implementation of redundancy and replication between
servers using DFS Management and Additional Domain Controller Server, to promote greater availability in the
environment. Bandwidth control (QOS) and Load Balance through the Mikrotik.

April 2012 - Nov/2012 BEBIDAS ASTECA HINOMOTO
Support Analyst




Provision of internal services related to computers and technology. Preventive and corrective maintenance, user
technical support (local and remote), installation and configurations of Windows/Office/apps, configuring printers,
technology research. Network and server management.
Main achievements: Implementation of incident control system to promote greater organization of the environment.

Aug/2010 - Nov/2011 TONINHO AUTOPEÇAS
Computer Analyst


Responsible for IT, performing system management and internal support for users, network settings, switch
and backups.



Main achievements: IT restructuring project in conjunction with third parties for change network
infrastructure including cabling, servers and systems.

2006 a 2010

RGB SEIGO INFORMÁTICA

Computer Technician








Initial Position: Internship (2004) Maintenance and repair of computers and notebooks in general.
COURSES
Support for Computers, Unoeste (august/2010).
IT Assistant, Unoeste (january/2011).
ITIL V3 Foundation – Service Lifecycle – 20 hours Activit (2011).
“Microsoft Student to Business” –Infrastructure– São José do Rio Preto - SP (2010).
Business Management with ERP, TOTVS/Brasil TI (2014)
SKILLS














Core issues –Core/Setup, Core/Cluster, Core/Perf, High Availability, storage – Tools: Perfmon, Poolmon, Process
Explorer, Cluste.log, log analysis
Word/Excel/Power Point (Office) / Outlook/ Internet. – advanced; Printers;
Microsoft Project, Microsoft Visio, Dreamweaver, Visual Studio, SQL Server, Photoshop;
Windows 2003, 2008 e 2012, 2016 Server Installation, configuration and maintenance ; NTFS, Share permissions, File
Sharing, Windows Firewall
RAID, Backup routines. Antivirus and endpoint tools for server;
File Server, Print Server, GPO, DFS, WSUS, Active Directory; WDS; MDT; MSCCM, Network: TCP/IP Protocols, Proxy,
DHCP, DNS, Firewall, VPN, modems, Mikrotik, QOS, routers, switches (Cisco, 3Com, Dlink, Huawei, HP, Siemens,
etc), Lan/wan, wi-fi, cabling, virtual machine and remote access; Web Server (IIS, Apache, Tomcat, Mysql, FTP);
Exchange; SharePoint
Virtualization: HyperV and VMWare
CERTIFICATIONS




MCP – Microsoft Certified Professional (2014)
ITIL Foundation V3 – EXIN (2011)

MCSA (2017)


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