Ivan R. Jesus de Sena

In my role as an IT Consultant in Luxembourg, I successfully managed and maintained Azure cloud environments for clients, providing second and third line support. • Utilized Office 365, Active Directory, and implemented Group policies to optimize system performance. • Achieved a increase in system efficiency through proactive monitoring and troubleshooting efforts.

Skills: ServiceNow · English · Microsoft Intune · Client-focused · German · Cloud Administration · IT Management · Project Management · Analytical Skills · Troubleshooting · IT Service Management · Communication · Powershell · Microsoft 365 Security

Skills: FTP · VMware · Patch Panels · Active Directory · Technical Support · Microsoft Azure · Citrix · System Center Configuration Manager (SCCM) · Cloud Administration · Cisco VPN · Microsoft Exchange · System Center Operations Manager (SCOM) · Project Management · Server Administration · Troubleshooting · IT Service Management · Network Administration · scom · Powershell · Microsoft 365 Security · IT Hardware Support

Skills: VMware · Patch Panels · Active Directory · Remote Troubleshooting · Office 365 Administration · Remote User Support · Microsoft Azure · System Center Configuration Manager (SCCM) · Cloud Administration · Server Administration · Troubleshooting · Network Administration · Microsoft 365 Security

Skills: ServiceNow · Active Directory · Technical Support · System Center Configuration Manager (SCCM) · Server Administration · Troubleshooting · Powershell

Skills: Troubleshooting

DETACHMENT

DETACHMENT

DETACHMENT

Skills: Technical Support · Troubleshooting

Skills: Troubleshooting

The IT Support Specialist position is primarily responsible for answering, evaluating, prioritizing, and resolving incoming telephone, voice mail, e-mail, in-person, and Service Desk System requests for assistance from end users in the organization regarding infrastructure components and enterprise-level applications. This includes troubleshooting and resolving issues related to desktop hardware, network edge infrastructure components and enterprise software applications. Performance Responsibilities – Completes the tasks and activities listed below as directed and in accordance with established policies, procedures and processes. End-User Support - Provides technical support for the organization; diagnoses technical problems; researches and identifies appropriate solutions; organizes and prioritizes technical support cases and follows-up on outstanding cases until resolved. Provides application level end-user support for the core processing system as well other business applications and related systems. Provides technical support for remote and laptop users by renewing, troubleshooting, and issuing multi-factor authentication e-Tokens. Contacts vendors, researches technical manuals, guides, web sites and user groups to answer user questions and solve technical issues or problems. Case Management Administration - Maintains and tracks all support issues and calls within the case management system; maintains contact and follows-up with employees to ensure quality level of support; interacts with users in non-technical, clear terms; adheres to and enforces organization policies, rules, and regulations relating to technology use User Profile/Password Maintenance - Creates, maintains, or coordinates the maintenance of user profile information and passwords for third-party system login accounts, core processing system user accounts, HP-UX System user accounts, and Microsoft Network user accounts.