Profileimage by Jose Fernandes L2 Technical Support Specialist from Entroncamento

Jose Fernandes


Last update: 11.12.2020

L2 Technical Support Specialist

Graduation: Degree in Business Information Systems
Hourly-/Daily rates: show
Languages: English (Full Professional) | Portuguese (Limited professional)


SFTP, network drive, Microsoft System Center Configuration Manager, HP Veeam, Backup Exec 2010, Microsoft Active Directory, Exchange, vSphere, Office admin center, SharePoint, OneDrive, Citrix, VPN, Identity Management, RSA, OKTA, AD, ServiceNow, Office 365, Powershell, server operating systems, MS Exchange, Office, Oracle, Blackberry, Apple IOS devices, iPhone, IT Security, Windows Server 2012, Cloud, VLAN, MAC OS Admin, Veeam, DPM, Magento, user accounts, Confluence, LastPass, mobile phone, SonicWALL, SAP, Browsers, Anti-virus, firewall, Google Analytics, backup, Windows, Vista, MS office 365, LAN/WAN/Firewalls, Backup Exec, Xenapp, XenDesktop, printer, Microsoft Office, Skype for Business, Webview, VMware, Airwatch, Agile Development, ITIL, Zendesk, LanDesk, Windows 7, Windows 10, Office 2010, Active Directory, Exchange Server, Avaya telephone system, iPad, Lync, Skype for Business Internet Explorer, Intranet, Java, Adobe Acrobat, LogMeIn, Bomgar Lync, Skype, Remote Desktop, Extranets, Windows Android, Mac OS configuration, windows server 2008/2012/R2, instant messaging, mobile devices, Laptops, Printers, Document Management, Lync 2013, RDP, thin client, database, virtual desktop, VNX, data transfer, SCOM, Citrix Presentation Server, Windows server 2003/2008, Windows XP, Windows Server 2003, 2008 R2, DHCP, Print Management, Exchange 2003, cloud-based services, Microsoft Office 2010, Windows Server 2003, 2003 SBS, DNS, Kaspersky, Microsoft Office 2003 and 2010, Android, VPN proxy server Lotus Notes, peripherals, Lotus, Windows 2000, XP

Project history

10/2018 - 03/2019
2nd line Service Analyst
Network Rail
* Provide second level support/management for IT related incidents and requests, adhering to agreed
business service levels.
* Recognise and escalate incident trends to enable prompt action from Incident & Problem Management
as appropriate.
* Achieving high levels of accuracy in capturing incident details on Service Management tools in
accordance with team processes and procedures.
* Handle 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out
in accordance with documented guidelines.
* Document and fill gaps in processes, knowledge and tools, and make recommendations for
improvement. Implement where possible.
* Technical support of Office 365 messaging, Exchange and some Powershell.
* Provide technical guidance and input to all teams within Service Operations and act as project
resource when requested.
* Assist with other areas of Service Operations support workload as dictated by Service Operations
* Maintain and improve Service Operations associated services.
* Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office
productivity suite of applications.
* Some experience of Oracle modules in an application support role.
* Good working knowledge of mobile handheld technologies including Blackberry and Apple IOS devices.
* Excellent technical skills with relevant experience in a service support function, including
supporting bespoke software applications.
* Highly effective communicator with outstanding customer service skills and the ability to
influence outside own team.
* Outstanding problem-solving skills.
* Highly collaborative, pro-actively to support colleagues and fill knowledge and process gaps.
* Committed to personal development and self-improvement.
* Good collaboration troubleshooting skills and some knowledge of problem resolution methodologies.
* Good working knowledge of networking and protocols.
* Understanding of other Service Management disciplines (e.g. configuration, change, problem,
operations, capacity, availability, performance etc.)
* Experience supporting simple and complex messaging environments.
* Good knowledge of Voice over IP telephony and contact centre systems.
* Good network and infrastructure knowledge.
* Ability to adapt readily to changing work and responsibilities.

10/2017 - 09/2018
T Technician
* Service desk / help desk Support.
* MacBook, iMac, iPad and iPhone setup, support/troubleshooting.
* Office 365 Admin and support.
* Active Directory Admin and support.
* In depth knowledge of IT Security protocols, processes, policies, and standards.
* Windows Server 2012 to 2016 Admin and support.
* Basic project management knowledge.
* Cloud infrastructure Admin and support.
* VLAN Admin and support.
* MAC OS Admin and support.
* File or drive restore Veeam DPM.

**Magento user and product troubleshooting.
* Metapack user accounts admin and troubleshooting.
* Experienced in IT service management, incident and problem management.
* Confluence user accounts admin and troubleshooting.
* LastPass user accounts admin and troubleshooting.
* Desk phone and mobile phone admin and troubleshooting.
* Process joiner mover and leavers including hardware set up and installation.
* Software distribution/installation troubleshooting (office 365, SonicWALL/Net extender, SAP,
Adobe, Browsers etc).
* Asset admin.
* Anti-virus and firewall troubleshooting.
* Cisco Meraki network management admin.
* Google Analytics, 360 and tag manager set up and troubleshooting.

07/2017 - 09/2017
IT Technician
Irwell Valley
* Provide excellent customer service to all internal and external customers.
* Provide 2nd line service desk support via telephone / email support and to administer and maintain
service desk software packages.
* To provide guidance and support to the service desk assistant(s).
* Responsible for ensuring all incidents are the progressed through to resolution in adherence to
SLA agreements.
* Managing all Third-Party Suppliers, monitoring performance and identifying trend analysis. Engage
escalation procedures where applicable.
* To be a contributing team member ensuring key business objectives and individual performance
standards are met and/or exceeded.
* To ensure the physical security of equipment in line with current policies or insurance policies.
* To ensure the security and integrity of data and applications, including regular data backup.
* To administer maintenance of all telephony systems in use within the Association.
* To ensure that an inventory of all software and hardware is maintained within the Association's
* Promote the adherence to the Associations IT Policies by example and advice.
* To ensure that risk management is considered when performing tasks, and that any movement in risk
is communicated to colleagues and fed into the Associations risk plan.
* Undertake daily, weekly and monthly tasks as scheduled by the Service Desk Manager. Refer to
Service Desk Tasks document.

Role Related Skills
* Microsoft Operating Systems, Windows, Vista, 7 and 10.
* Support MS office 365
* Network Technology LAN/WAN/Firewalls
* Set up, maintain and restore back up (HP Veeam and Backup Exec 2010)
* Xenapp and XenDesktop
* Citrix AppCentre Management
* Mimecast administration
* Exchange and AD administration
* PC, laptop, mobile phone, tablet and printer set up, configuration and troubleshooting
* Share point 2010 administration and troubleshooting
* CISCO phone set up and troubleshooting using Cisco Unified Communication Manager

12/2016 - 07/2017
IT Technician
* 2nd Line support to end users via Telephone/Email/remote control software using Service Desk Plus
as call logging system.
* Act as a single point of contact for issues through to resolution. Strong troubleshooting
* Excellent communication skills.
* Microsoft Operating Systems, Windows, Vista, 7 and 10 Microsoft Office 2010.
* Network Technology LAN/WAN/Firewalls.
* Skype for Business.
* InterWoven Desksite / Filesite / Worksite 8.5.
* InterAction relationship management system - web and windows client.
* Elite practice management system (Webview and Enterprise).
* IntApp Time.
* IntApp Wallbuilder.
* VMware troubleshooting.
* Mime Cast Email traffic admin.
* Airwatch mobile phone security management.

04/2016 - 12/2016
IT Infrastructure Analyst
Manchester University
* 1st point of contact for any IT infrastructure related issue.
* Responsible for Investigate and resolve incidents and requests at the 1st stage when possible.
* Use LanDesk as main tool to triage, log, assign, escalates incidents tasks requests Service
requests and problems to the appropriate team, track IT equipment, communicate with users,
customers, and colleges.
* Support users in various in Microsoft applications; Windows 7, Windows 10, Office 2010, Active
Directory and Exchange Server, Avaya telephone system, Blackberry, iPad, VPN, Citrix, Exchange
email, VMWare, Lync, Skype for Business Internet Explorer, Intranet, Java and Adobe Acrobat.

Support user set up remote access, VPN, map network drives, grant access to shared or personal
mailboxes, software installations, network connectivity, file or folder recovery and permissions.
* Provide remote access support via LogMeIn, Bomgar Lync, Skype and Remote Desktop connection.
* Perform Anti-Virus software/hardware scan, setup and troubleshoot Extranets connections for staff
and clients involved in new research project.
* Contribute to the maintenance of a high performance of the Infrastructure Service Desk Team.
* Guide, Support/troubleshoot Office 365.
* Troubleshoot Virtualized Workstation (Software issue, frozen session, session crash, printing
issue, IE issue and Java issue.
* Troubleshoot of the in-house IT systems BAU function.
* Support Software/Hardware rollout migration and deployment.
* Provide first class service to internal users and external clients.
* Blackberry Windows Android and Mac OS configuration and troubleshooting.
* Experience of hardware and software installation and configuration.
* Create and update KB articles.
* Technical experience, knowledge of windows server 2008/2012/R2 and client environments, networking
and systems troubleshooting.
* Excellent face to face, telephone, and email communication skills.
* Strong system, software and hardware diagnostics, fault finding and problem-solving ability.

09/2016 - 10/2016
2nd line support
Late rooms
* Work as part of a team of analysts ensuring high service availability is maintained and Service
Levels are maintained or excelled.
* Responsible for the monitoring of live web sites and internal applications through monitoring
tools, ensuring that any potential service impacting incidents are raised and dealt with
* Dealing with tickets in priority order to an agreed priority matrix.
* Provide first class Customer Service to all users both internal and external. * Work with The
Service Desk Manager to produce key metrics and KPI reports.
* Working to agreed OLA's and SLA's.
* Administration of Service Management Tool, working with the Service Management team to administer
changes in a controlled way.
* Working with Incident & Problem Management and escalating tickets as and when required.
* Working with our Agile Development teams on incidents and problems for particular product area.
* Desktop and end user support, both onsite and remote.
* Support MS office 365.
* A basic understanding ITIL disciplines.
* Experience of using Service Management tools and the Zendesk ticketing systems.
* Experience of Major Incident Management and communications would be advantageous.
* Experience supporting both a Windows and OSx environment.

10/2015 - 01/2016
IT Technician
Fieldfisher LLP
* 1st and 2nd line technical support to internal staff.
* Act as escalation point of contact for phone calls, emails and Self Service from service desk
staff regarding IT issues and queries they are unable to resolve.
* Receive, log and manage calls from internal staff via telephone, email, self-service, verbal, and
instant messaging (Lync) when 1st line Analysts all busy.
* 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such
as mobile devices, Laptops, PCs and Printers.
* Regularly review and update incidents, ensuring that all tickets are dealt with in a timely and
efficient manner and the customer is kept up to date.
* Escalate unresolved tickets to the infrastructure support team.
* Arrange for external technical support with our third-party suppliers where problems cannot be
resolve d in house.
* Alert the Helpdesk Manager and technical teams and appropriate teams of any Major Incidents.
* Maintain a high degree of customer service for all support queries.
* Make effective use of all IT Helpdesk tools including the call logging software, remote control
tools and knowledge Banks.
* Advise the Helpdesk Manager of any potential customer issues or complaints.
* Adhere to IT processes and documenting procedures and fixes when required.
* Active Directory knowledge. Creating user accounts, reset passwords, processing new joiners and
leavers, maintain email and security groups etc.
* Setup IT equipment for short term loan, such as laptops, memory sticks and data cards.
* Travel to London and our European offices.
* Ad hoc support as requested by the Helpdesk Manager.
* Windows 7
* Worksite 8.5 Document Management System EMM
* Lync 2013
* Thompson Elite - Webview
* Microsoft Office 2010
* TOPdesk 5 Call logging System
* WorkShare Compare 7

10/2014 - 09/2015
Technical Support Engineer
Advantage Resourcing
* Face to face and 2nd Line Support

Laptop/TC builds
Citrix AppCentre Management
RDP - Citrix Operational Support Service Delivery Knowledge Management
* Active Directory/Exchange/Citrix
* Responsible for managing all incoming calls and emails to the Service Desk. These include
problems, queries and requests regarding the system and services provided by IT department.
* Manage tasks by priority, ensures all Service Desk tickets and are logged and completed on time.
* Escalate all impediments which impact deadlines.
* Ensure customers are kept informed on the status of their tickets.
* Identify common issues which may be caused by a single root cause and works with System Engineer
to ensure these are resolved.
* Ensure all IT inventories are kept up to date.
* Keep in regular contact and builds relationship with Department Manager's to ensure customer
* Responsible for managing/deploying anti-virus client to all desktops/laptops and ensure these are
up to date.
* Communicate effectively with team members across the company.
* Document all new information and knowledge gained for System Engineer's and updates knowledgebase.
* Ensure all hires/leavers are processed as per IT Policy and SLA.
* Build manage and deploy thin client/desktop/laptop images.
* Liaise with vendors and managing procurement.

1) Helpdesk Support
2) Application Support
3) Hardware Support
4) Software Support
5) Citrix Support
6) Phone System Support
7) HP Thin Client Support
8) Backup System Support
10) Xenapp and XenDesktop

06/2014 - 10/2014
IT Desktop and Infrastructure Support
* First point of contact for all KPMG staff and clients via email phone desk side call management
software to report technical issues relating to Infrastructure applications storage database
connectivity and Networking technologies.
* Log and resolve where possible all incoming customers query and problems whether received by
telephone, email or other means.

* Assisting and supporting the team on all Technical Support issues. Maintaining and improving the
internal systems, updating the team of any changes, attending meetings and coming up with solutions.
* Request and Implementing changes to resolve technical issues in line with ITIL standards.
* Analyse system issues e.g. performance, outages, bottlenecks.
* Manage virtual desktop environment (VM creations allocations and troubleshooting).
* Manage VNX environment using EMC (VNX share creations extensions and migration).
* Manage Windows 2010 Active Directory (creating users share folders distribution and security
* Set up and troubleshoot secure data transfer issues (SFTP) for KPMG staff and clients involved in
new projects and provide the login details within agreed SLA.
* Update install and troubleshoot applications and software.
* Follow customer service best practice, keeping customers informed on progress - following up
queries, problems and resolutions.
* Ensuring all Infra queues, SCOM alerts are regularly checked and actioned within SLA's.
* Manage calls by correct severity level allocated and correct categorization to meet SLA's within
defined process and as documented in Terms of engagement.
* Help to build and maintain a high performing Service Desk Team.
* Achieve a consistently high level of quality and response when dealing with IT support calls.
* Working with the Service Desk Team Leaders to actively review working practices and processes and
actively contribute ideas for service improvement including continuous improvements against current
service and support levels.
* Provide both verbal and written handover to other shifts to ensure awareness of issues and
continuity of support.
* Create and maintain KB articles to share knowledge with colleagues.
* Provide training new team members or KPMG staff.

01/2014 - 03/2014
Service Desk Analyst (1st and 2nd Line Support)
Slater & Gordon Lawyers (formerly Russell Jones & Walker)
* Assisting the Service Desk in restoring normal IT service operation as quickly as possible with
minimum disruption to the business.
* Ensuring the best achievable levels of availability and service are maintained.
* Provide first line telephone support for systems, software and telephony issues.
* Provide advice, diagnosis and incident resolution by telephone and through remote control
* Prioritise incidents by urgency and impact and allocate any unresolved incidents to the
appropriate team.
* Track and escalate incidents and requests, ensuring that service levels are met.
* Document the nature of incidents and the root causes within a knowledge base to expedite future
incident resolution.
* Technical expertise or exposure to both iManage document management system and InTapp.
* Administer log in accounts, passwords, email accounts and printer queues.
* Complete ad-hoc IT projects as requested.
* Citrix Presentation Server, XenApp troubleshooting.
* Windows server 2003/2008.
* Exchange.
* Visual File.
* Complete site visits to offices in England, Scotland, Wales and Northern Ireland to perform
customer care, Hardware support and audit IT asset.

08/2013 - 12/2013
2nd line support technician
Quantum Profile Systems
* 2nd Line, Support Technician, Desktop Support, Windows XP, 7 Windows Server 2003, Windows Server
2003, 2008 R2, DHCP, Print Management, Exchange 2003, cloud-based services, Microsoft Office 2010,
Active Directory (Users PCs and group policies).
* Troubleshoot Windows XP, 7 Windows Server 2003, 2003 SBS and 2008 R2.
* Troubleshoot DHCP DNS and Print Management.
* Troubleshoot AV central monitoring Anti-virus (Webroot Kaspersky).
* All the support for users in the field is provided remotely with exceptional customer service.
* Very familiar with call logging systems (SM7 ITSM & Service Centre).
* Contribute towards the service continuous improvement to reduce call volumes and recurring issues
at root cause.
* Support the department in migration projects.
* Good working knowledge of Microsoft Office 2003 and 2010.
* Indepth knowledge of Active Directory.
* Troubleshoot VPN connection issues for user in the field.
* Mobile phone set up replacement and troubleshooting (IPhone IPad Blackberry and Android).
* Responsible for all the hardware maintenance deployment decommission and troubleshoot.
* VMware knowledge.

02/2013 - 04/2013
IS Technician
Footlocker Europe
* Troubleshoot complex problems such as VPN proxy server Lotus Notes and internet option connection
and configuration providing complete solutions to ensure a high level of customer satisfaction.
* Accurately log calls using SM7 take ownership and timely progression of incidents and requests
including video conference calls set up presentation room connection and test to ensure agreed SLAs
are met.
* Track and chase all incidents escalate where appropriate and closure of all incidents on
confirmation from the customer of satisfactory resolution.
* Support the IT Operations team on technical improvements/changes.
* Create documentation including knowledge base articles and technical alerts.
* Produce reports on incidents, problems and root/cause analysis.
* Testing, evaluation and installation of new software/hardware across the site.
* Setting up new user computer peripherals and shipping across Europe.
* Rotational On-Call (24/7) Duties such as user account administration account unlocking password
resets mobile phone puke unlocking and INotes set up.
* Address network basics issues like mapping network drives remote controlling PCs, logging in as
local administrator default builds basic network troubleshooting and Active Directory maintenance.
* Network and personal home printers set up configuration and troubleshooting.
* New user's desk phone line set up and permanent user's desk phone moves.
* providing high levels of technical expertise for Networks and associated technologies
* Process and troubleshoot shop's CCTV requests across Europe.
* Set up and troubleshoot shop's handheld and IPad across Europe.
* Involved in the system migration and hardware upgrades.
* Pro-active technical support for IS&T entities.
* Promote knowledge transfer to influence change and strengthen the team's performance.

11/2010 - 05/2012
IT Support Technician
Barclays Bank
* Provide support for resolution of network and other incidents and requests reported to the IT
Service Desk from a global customer base.
* Provide navigational and operational help for a wide range of Barclay's processes, procedures and
IT systems.
* Part of Mergers & Acquisitions migrations Team.
* Service Desk, JML migration and process improvement Project (EU counties to UK).
* Process Joiner Mover Leaver access in various systems (BSB, DWS, One World, Zeus SIFO, Lotus,
Microsoft Office, CITRIX, AD, ISM QUARS including Email Mobile Technology).
* For all incidents and requests that cannot be immediately resolved, provide a timely an effective
interface between users, support teams and service providers; ensuring priority setting and
escalation procedures are applied effectively.
* Liaise with support teams using call management software such as Service Now and SM7 both internal
and external suppliers to reach a speedy resolution of incidents and requests that cannot be
* Document all the errors and contribute in process improvement.
* Make sure every single request in JML is resolved within the SLA.
* Constantly looking and involved in system and process improvement.
* Involved in the design and implementation of the ESP intranet page.
* Involved in JML and Service Desk system migration.
* Responsible for processing large amount of mover access requests.
* Liaise with the New Business and Integration team during the pilot of new products and software.
* Plan and control on workload making sure outcomes are delivered within the time scale.
* Document and report error and future ideas for systems knowledge and process improvement.
* Involved in system improvement and atomization projects.
* Drive forward the continuous improvement of the department by championing change and driving
service improvements.
* Hardware software installations and image reload in Barclay's network.
* Remote assistance when needed.
* Create maintained and updated group policy and security permissions.
* Perform monitoring health checks to make sure the system is running smooth.

Time and spatial flexibility

Preference is Portugal or UK but also prepared to relocate anywhere in EU

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