Description

Leonardo Arias: Information Technology

Leonardo Francisco Arias / 506 8453 7405 / [email protected]
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SUMMARY

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Technical Support with over 10 years of working experience

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Programming Languages: C++

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CCNA modules 1 & 2

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Electronics Technician

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IT Maintenance and Support Technician

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Advanced English

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Advanced Portuguese

EXPERIENCE

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SYKES LATIN AMERICA (Technical Support Trilingual, July 2011 – March 2014)

I provided Technical Support to routers and switches Cisco, I have knowledge in Putty terminal emulator to
verify WAN/LAN interfaces status, I dispatched technicians to fix the optical fiber, I provided support via
calls, tickets and chats in 2 different languages: English and Portuguese

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IBM (Portuguese Service Desk, April 2014 – December 2015)

Password reset, I unlocked client accounts, I added and removed users from Active Directory groups, I have
knowledge in “Any desk” program to access remotely the user´s computer. I used Service Now to open
tickets. I provided support via calls and tickets only in Portuguese language

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HEWLETT PACKARD (IT Support Analyst II for HP Brazil, January 2016 – December 2019)

Password reset, I unlocked user accounts, I have knowledge in Sales Force to open tickets, Office installation
and Repair, I created Distribution List and Shared Mailbox and added or removed users from them as well, I
fixed any issue with Outlook, I added printers to network, I connected users to Pulse VPN program, I provided
support via calls and tickets only in Portuguese language

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INTER AMERICAN DEVELOPMENT BANK (IT Help Desk, January 2020 – 2024)

Password reset, I unlocked user accounts, I have knowledge in Service Now to open tickets, Office installation
and Repair, I fixed any issue with Outlook, I created Distribution List and Shared Mailbox and also added or
removed users from them, I added printers to network, I connected users to Global Protect VPN program, I
have knowledge in “Log Me In” program to access remotely the user´s computer, I provided support to users
with Virtual Machine (VDI), I have knowledge in Azure Active Directory / MS Entra ID. I provided support via
calls, tickets and chats in 2 different languages: English and Portuguese

EDUCATION

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High School Diploma (Liceo Nocturno Alfredo González Flores)

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Portuguese (Centro de Estudos Brasileiros)

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English (Cultural Center of Languages)

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Electronics Technician (INA)

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IT Maintenance and Support Technician (IPEC – Barva)

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Cisco CCNA (modules 1 & 2)

SKILLS

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Knowledge and Experience in Networking and Electronics

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Fluent in Portuguese and English

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Knowledge and Experience in Software and Hardware

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Excellent interpersonal skills

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Experience in Remote Diagnosis and Troubleshooting

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Knowledge and Experience in VPN (Pulse and Global Protect)

LANGUAGES

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Advanced Spanish

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Advanced Portuguese

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Advanced English
Let's collaborate!

Thanks,

Jack Bosma
https://meetn.com/jackbosma
[email protected]
"Inspect what you expect."