Summary
Overview
Work history
Education
Skills
Timeline
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Goncalo Fernandes

Goncalo Fernandes

Doncaster,South Yorkshire

Summary

Experienced IT professional specialising in support engineering with focus on delivering seamless technical assistance. Proven track record in troubleshooting and resolving complex issues, ensuring optimal system performance. Skilled in utilising various tools and methods to enhance user experience and maintain robust IT infrastructure.

Overview

8
8
years of professional experience

Work history

Amazon Tier 1 Associate

Amazon
Doncaster, South Yorkshire
11.2023 - Current
  • CRET Process.
  • CRET Support.
  • VRET Liquidation and Recover.
  • VRET Liquidation and Recover Peer Trainer.
  • Trained on TUG and VOP/PUP.
  • Pick Trained.

IT support technician

Self Employed
Crawley, West Sussex
12.2021 - 10.2023
  • Providing IT support to home-based private customers.
  • Installing Windows and Microsoft Software Packages like Office.
  • Assisted in software installations to ensure optimal operating systems.
  • Enhanced system functionality by performing regular software updates.
  • Formatting and repairing PCs. Setting up automatic backups to external storage devices.
  • Providing over-the-phone and remote support to customers.


Supervisor

DNA Express Couriers LTD
Crawley, West Sussex
06.2020 - 12.2021
  • Responsible driver with many years of experience.
  • Multi-drop deliveries of HMPO Passports, supporting documents and Biometric residence permits.
  • Responsible for a fleet of 16 drivers, my daily responsibilities include, making sure that all raised customer queries and mis posts are dealt with and resolved.
  • Book vans for services and keep a report on all vehicles regarding maintenance.
  • Complete daily reports for all delivery routes.
  • Manage holiday schedules to ensure that we always had enough drivers covering all routes.

Workplace IT Helpdesk Support Engineer

Mott MacDonald
Croydon, Surrey
12.2018 - 06.2020
  • Supporting Windows, Mac and/or Linux operating systems in a corporate setting.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Troubleshooting thin clients, servers, PCs, scanners and printers.
  • Provided 2nd line IT support within the business.
  • Experience with Microsoft Server Installations, Microsoft Active Directory, Microsoft Exchange, Cloud and on-site backup facilities.
  • Network troubleshooting and support.
  • Troubleshooting integrated and interdependent computer systems.
  • Maintaining Software Licensing Servers - Bespoke software.
  • Managed call flow and responded to technical support needs of customers.
  • Involved in various projects - (Hardware Refresh, Win7 to Win10 end-of-life OS refresh for 500+ Laptops and Desktops.

System Support Analyst

Comtrex Systems Corporation UK LTD
Horley, Surrey
03.2017 - 12.2018
  • Experience with Sunrise Service Management Software.
  • Over-the-phone, email and remote support to clients in the hospitality sector.
  • Troubleshoot and support bespoke software used on the ePOS systems provided by the company. (Comtrex ePOS).
  • Configure and troubleshoot ePOS till systems, zebra handheld scanners and zebra thermal printers.
  • Answered telephone calls promptly and minimised delays that could lead to abandoned calls.
  • Maintain and update customer service database.
  • Used ticketing systems to manage and process actions taken.

Education

Bachelor of Business Administration - Cyber Security

London Metropolitan University
Manchester
08.2024 -

Certificate of Higher Education - Computer IT Engineering Certificate: A+, N+: Information Technology

Damelin Braamfontein
Johannesburg, South Africa
04.2001 - /2011

GCSEs - English, Portuguese, Technical Drawing, Physical Science, Mathematics, Geography, Computers

Glenvista High School
Johannesburg, South Africa

Skills

  • Excellent problem-solving skills with a focus on root cause analysis and corrective action implementation
  • Effective communication skills with the ability to collaborate with cross-functional teams, senior management
  • ITIL 4 Foundations Certified

Timeline

Bachelor of Business Administration - Cyber Security

London Metropolitan University
08.2024 -

Amazon Tier 1 Associate

Amazon
11.2023 - Current

IT support technician

Self Employed
12.2021 - 10.2023

Supervisor

DNA Express Couriers LTD
06.2020 - 12.2021

Workplace IT Helpdesk Support Engineer

Mott MacDonald
12.2018 - 06.2020

System Support Analyst

Comtrex Systems Corporation UK LTD
03.2017 - 12.2018

Certificate of Higher Education - Computer IT Engineering Certificate: A+, N+: Information Technology

Damelin Braamfontein
04.2001 - /2011

GCSEs - English, Portuguese, Technical Drawing, Physical Science, Mathematics, Geography, Computers

Glenvista High School

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