Profileimage by Samory Fernandes Service Desk Agent, Monitoring & Evaluation Officer, Service Desk Analyst from Almada

Samory Fernandes


Last update: 24.10.2019

Service Desk Agent, Monitoring & Evaluation Officer, Service Desk Analyst

Graduation: BA in Business Analysis
Hourly-/Daily rates: show
Varies depending on prject scope
Languages: English (Full Professional) | French (Limited professional) | Portuguese (Native or Bilingual) | Spanish (Full Professional)




Office 365, remote desktop, Office 365 applications, Word, Excel, Skype, Outlook, Point, Forms, Yammer, Project, DNS, Microsoft Exchange, Skype for Business, SharePoint Online, Azure Active Directory, operating system, mobile devices, Active Directory, Active Directory Use Active Directory, database administration, mobile application, data collection, Analytics, SPSS, STATA, Data Protection, IT security, DLP, Linux, Mac OS, Microsoft Windows Server (basic) 2003, 2008, 2012, Microsoft, Windows XP, 7, 8, Microsoft Office, 2003, 2007, 2010, 2013, 365 admin support, Bomgar, VNC, LogMeIn, Citrix, LAN DESK, Oracle Siebel, Service Desk Plus, TopDesk, R, R Studio, Matlab, MS Excel, SharePoint, MS Outlook

Project history

06/2019 - 09/2019
Concierge Office 365 Ambassador
Provide Office 365 support to customers using remote desktop tools (LogMeIn).
Document all support steps and issues using ticketing system (Rave)
Execute, manage and support Office 365 migrations for Microsoft clients
Troubleshoot and customize Office 365 applications including Word, Excel, One Note, Access, Skype
for Business, Teams, One Drive for Business, Outlook, Power Point, Forms, Yammer, Project, etc.
Assist clients with office 365 configurations, DNS records, users and group policy setup.
Assist clients with Microsoft Exchange online administration and troubleshooting, user mailbox and
shared mailbox configuration.
Assist clients with Skype for Business and Microsoft Teams Administration and troubleshooting.
Assist clients with SharePoint Online Administration and troubleshooting, site and sub-sites
creation, sharing permissions and storage.
Assist clients with One Drive for Business setup, troubleshooting and Administration, configure
storage and sharing permissions.
Assist clients with Azure Active Directory user and guest user creation, configuration and
Assist clients with other Office 365 applications setup and troubleshooting.
Take ownership for listening to and understanding basic customer problems asking relevant
questions to resolve typically known problems within required timescales.
Act as a team player and help colleagues as and when required.

10/2018 - 04/2019
Service Desk Agent
Support standard technical queries related to a single product/small set of products (e.g.
Microsoft products, operating system, basic networking, PCs).
Document actions taken in resolving routine customer inquiries ensuring established
processes/systems are followed.
Listen to and understanding basic customer problems, asking relevant questions to resolve
typically known problems within required timescales.
Escalate issues as necessary to deliver required service level and meet or exceed customer
expectation/SLAs. Monitor performance through statistical reporting and analysis.
Document all incidents, outages, status, and resolutions in problem management tool in accordance
with IT Service Desk procedures.
Assist with password resets, configure mobile devices and resolve computer hardware and software
Install, configure and upgrade Computer Hardware and Software.
Perform Active Directory accounts administration.
Use Active Directory to implement group policy and providing users with appropriate accesses.
Create and administer user and group accounts locally and in active directory.
Create new employee ID and e-mail setup (Outlook) using Active Directory
Use Active Directory to edit user information and correct permissions.

12/2017 - 03/2018
Monitoring & Evaluation Officer
IOM (International Organization for Migrations)
Develop tools for monitoring and evaluation of projects.
Support the IT Department in database administration and development of mobile application tools
for data collection;
Evaluate processes used in the design and management of projects;
Support the mapping of intervention areas and produce reports regarding data collection
Write statistic reports about origins, gender, ethnic diversity, etc., about migrants returned
from Europe and North Africa;
Organize workshops and conferences about tools for data collection, monitoring and processing of
migration data.

07/2016 - 05/2017
Service Desk Analyst
The University of Manchester
Receive requests for support and provide routine advice to users on systems, products and services
available to them.
Perform installations and test to confirm if working properly by following agreed processes and
Assist in the collection of information and records to support incidents investigation as
directed, observing associated administrative and clerical procedures.
Document all work in accordance with required standards and procedures.
Escalate requests and incidents according to escalation procedures, keeping records of each
request, including contact information, action taken, and feedback to user.
Contribute when, and as required, to investigations of problems and faults concerning the
installation of hardware and/or software.
Follow standard procedures, document incidents, check progress, and ensure that diagnostic
information is provided for incident analysis and error resolution.
Work within the constraints of the University Health and Safety, Data Protection, and
Confidentiality policies, bringing to the attention of management any issues arising.
Work on colleague's requests or incidents if contacted by the customer, ensuring a quick response
and resolution is provided.

05/2016 - 06/2016
Service Desk Support Technician
Chase de Vere
Provide technical IT support to all Chase de Vere staff, reported by telephone, email and in person
into the Service Desk system, acting as a single point of contact.
Carry out IT administrative tasks including user account administration, IT equipment and IT
software among others.
Support circa 460 UK based staff in 13 regional offices, including 50 contractually home-based
Deal with telephone & email queries from end users and resolve issues within a reasonable
timescale, working within SLA.
Provide support for starters and leavers processes within the department to include the provision
and recall of company equipment, accounts and licenses.
Purchase equipment for staff always tendering where appropriate
Monitor IT infrastructure and escalate issues as appropriate.
Repair or replace broken, lost & faulty IT equipment.
Provision applications to end users over the delivery platform.
Assist in software & hardware rollouts across our endpoints.
Support IT security initiatives and promote best practices throughout the organization and deal
with DLP incidents.
Supporting the asset management procedures, ensuring equipment is tracked and recalled in a timely
Maintain Service Desk Knowledge base.
Support the managed print solution.
Basic web and email filtering.
Telephony support including diverts, international dialing and telephone conferencing.

11/2015 - 04/2016
Customer Service Advisor
Log calls, maintain and update records, ensuring all requests and problems are resolved according
with the SLA;
Analyze customer queries and identify the best and quickest way to resolve issues taking into
account fist call resolution and the need to provide a good experience to the customer;
Escalate critical issues to the appropriate department; Perform the follow up of problems and
requests until final resolution, keeping the customer updated;
Advise customers on the best ways to keep themselves updated regarding their phone bills and how
to use the self-service platforms;
Perform password reset, update profiles and setup direct debits in the system.

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