Diego O.
Senior IT Support Analyst
Open to offersNew to PlatformAbout
Diego O. is a seasoned Technical Support Analyst with over a decade of experience in Information Technology, based in Fortaleza, Brazil. He specializes in Support Desk and Help Desk operations, proficient in both remote and on-site support across Windows and Linux environments. Diego is skilled in the administration of Active Directory and network infrastructure, leveraging ITIL best practices for ticket management. Notably, he has implemented open-source solutions to reduce licensing costs and enhance system stability. His certifications include ITIL 4 Foundation, Microsoft Azure (AZ-900/AZ-104), and CCNA Service Provider, all supporting his technical expertise. Throughout his career, Diego has excelled in maintaining service availability and user satisfaction and has international experience in network infrastructure deployment in Portugal. Fluent in English, he holds a bachelor’s degree in Information Systems and a postgraduate degree in IT Governance.
Experience
IT Support Technician - Level 1
Authority · 2025 — 2026Initially worked as a Bench Technician, responsible for diagnosing and performing corrective and preventive maintenance on computers, monitors, uninterruptible power supplies, and electronic components. Promoted to direct user support, providing remote and on-site assistance for incidents involving hardware, software, and Windows systems. Led the implementation of Linux-based solutions and open-source software to replace proprietary software, which lowered licensing costs and enhanced system stability. Managed first-level service tickets, ensuring SLA compliance while conducting technical analysis and escalating complex incidents to specialized teams.Technical Support Technician
Diego Oliveira Informática · 2025 — PresentProvides first and second level technical support (Help Desk/Service Desk), diagnosing and resolving incidents related to hardware, software, networks, and operating systems including Windows and Linux. Manages user accounts and permissions in Active Directory; configures VPN, printers, Microsoft 365, and corporate email. Records, categorizes, and tracks service tickets in alignment with ITIL practices, ensuring SLA adherence. Handles the deployment and maintenance of computers, laptops, and peripherals, minimizing user downtime. Documents technical procedures to support continuous improvement of service processes.IT Support Technician
Nosso Atacarejo · 2021 — 2024Ensured the availability of technological resources through proactive and corrective maintenance of computers and laptops. Installed and configured networks, printers, commercial automation equipment, corporate systems, CCTV, and structured cabling. Implemented process improvements in support and standardization of environments, reducing downtime and optimizing resources. Assisted in adopting more cost-effective solutions, contributing to lower operational expenses.IT Support Specialist
Oliveira Consultoria em Sistemas e Tecnologia da Informação · 2020 — 2023Performed preventive and corrective maintenance on computers, laptops, commercial automation systems, and electronic security devices. Configured networks and structured cabling, as well as Office environments with file and device sharing capabilities. Managed user accounts and permissions in Active Directory.Fiber Optic Maintenance Operator
NOWO Portugal · 2021 — 2022Worked with fiber optic technology, including manufacturing, properties, and applications, within an international environment. Installed and configured networks, cables, and equipment such as coaxial, UTP, and CTP-APL.IT Technician
Digital Micros · 2019 — 2021Provided technical support (Help Desk) to individual clients and businesses for the installation, maintenance, and repair of computers and Windows/Linux servers. Diagnosed and resolved hardware and software issues; installed and configured networks, routers, and CCTV systems. Conducted backups, formatting, and repairs of motherboards, monitors, and uninterruptible power supplies.Support Technician
Tener · 2014 — 2018Delivered remote and on-site support to clients using systems.IT Support Technician
Naja Soluções / Naja Sistema · 2014 — 2016IT Support Technician
Tergus Sistemas e Consultoria Ltda · 2014 — 2015IT Support Technician
Auto Peças Padre Cícero · 2012 — 2014
Skills & Expertise
Education
- Bachelor's in Information SystemsFaculdade Lourenço Filho (FLF) · 2008 — 2011
- Postgraduate in IT GovernanceFaculdade Lourenço Filho (FLF)
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