Carlos Eduardo Leal

With over 20 years of experience in the helpdesk area, much of that time was dedicated to Fundação CECIERJ and its public university consortium CEDERJ with more than 500 employees at its headquarters, and 34 teaching centers spread across the State of Rio de Janeiro with more than 100,000 students and hundreds of temporary employees.
During this journey I was able to learn and follow in practice technological advances in software, hardware and information security.
Great ability to support end users for Windows, Linux, Android and IOS systems.
Extensive knowledge in maintenance and repair of computers, laptops, printers and other computer equipment.
Knowledge and experience in installing wired and WI-FI networks, from planning, checking the best layout for laying cables, installing antennas, crimping and configuring equipment.
Experience in installing and updating infrastructure services and software.
Strong knowledge in direct purchase processes or bidding for new equipment.
Inventory control available.
Act as the main interlocutor between the teams.
Leader of the support team, with technical and administrative experience, able to work independently, providing documented feedback by email, tables, graphs and phone calls to superiors

Professional Summary

Experienced Help Desk Specialist skilled in executing comprehensive IT support routines, from system installations to troubleshooting complex issues. Adept at managing hardware configurations, supporting network administrators, and ensuring seamless user experiences across diverse IT environments. Proactive in handling user access management, including account creation, password resets, and access provisioning.

Key Responsibilities:

Execute all Help Desk routines, including the installation of operating systems, software, printers, and the configuration of network environments (structured cabling, rack mounting, switches, and patch panels).

Provide technical support to network administrators, assisting in resolving complex network and system issues.

Troubleshoot user-reported issues, such as hardware replacements (screen, mouse, keyboard, network cables), and perform diagnostics on laptops that won't power on (memory, batteries, chargers).

Monitor system tests for the standard image to be used across the institution, ensuring quality and consistency in all deployments.

Lead user data migration, including transferring files, emails, bookmarks, and other essential information during laptop and desktop upgrades.

Perform on-site system updates for devices that cannot be updated remotely, traveling to different locations in Portugal to ensure all systems are current and compliant.

Manage user access and permissions, including the creation of user accounts across multiple platforms, resetting passwords, and provisioning access to necessary resources.

Follow up and provide support for ticket resolution, managing and closing tickets within defined timeframes to meet SLAs and maintain high service quality.

Tools & Technologies:

Operating Systems & Productivity Tools: Windows 10, Office 365, Outlook

Network Services: DHCP, Active Directory, Azure

History Degree
Network Computer degree