Rodrigo Heshiki

• Level 1 Support - Incident management: Ticket systems, effective ticket resolution.
  
• Level 2 Support / Desktop Administration Windows Client: MS tools
  (Azure AD, Endpoint manager, Configuration Manager, co-management of on-premises client devices). Managing modern desktops: Advanced support, management, and configuration of all infrastructure devices, while following the best practices for enhanced security.
  
• Data Center Support DC infrastructure, connectivity, types, management, software, monitoring. Computing/network/environmental/physical architecture. Server models, backup, disaster recovery, assets management/decommissioning. Networking: TCP/IP, hardware, ethernet cables and connectors, IPv4/IPv6, subnetting, default, gateway Reporting / management: Response and resolution SLAs
  
• Audio and Visual support Hybrid workplaces, smart rooms, VR-AR-XR, Air Print, AV duties/system project. Cisco WebEx. Preventive maintenance. Unigy Management System. IQ/MAX touch & omni.
  

• São Paulo 2010 — A UGUST 2015
• Worked solving Issues of the final consumer
• Monitoring network infrastructure and trying to identify all the possible points of failure that could become a possible bigger Issue
• Visiting our clients to suggest infrastructure solutions and improve our results
• Worked well independently and on a team to solve problem
• VoIP configuration and troubleshooting
• Bilingual Analyst (Portuguese and English)

• Handle technical inquiries and provide tier 1 & 2 solutions
• Provide IT help desk, desktop, and infrastructure support
• Document all reported incidents and service requests via ticketing system
• Provide on demand hands and feet infrastructure support for the region when necessary
• Occasionally provide IT Support during non-office hours.
• Assist and train users to improve the user experience with various IT products • Assist with Install, move, add and change of desktops, servers and other infrastructure hardware
• Responsible for supporting end user software

• J U LY 2 018
• Microsoft support for Windows and Office end users support in Brazil and
• Portugal
• Product activation and issues related with costumers license
• Create and Analyze support tickets
• Troubleshoot with remote access when needed
• Diagnose and give the best solution/orientation