Lawrence Barretti
London
Summary
Reliable highly-skilled Senior IT Support Engineer bringing 10+ years of IT experience and expertise maintaining smooth-running software and system performance through astute troubleshooting and issue resolution.
Overview
19
19
years of professional experience
Work history
Senior IT Support Engineer
Worldstrides
London, UK
03.2019 - Current
- Onsite Support and 2nd/ 3rd line support via phone and chat, tickets triage, window scheduling, escalation to higher level teams.
- Incident Management - Working with incident management, Escalating Major Incidents, helping to organize and engage the troubleshooting calls between technical support team, assuring to deliver an immediate support to resolve issues.
- Also providing updates to the Incident Managing tool, upper management team.
- Experience working with other teams, providing Root Cause Analyses for specific problems with high visibility.
- Made sure systems were installed and operated safely, updating any unsafe technologies accordingly.
- MS Azure Admin - Lan Sweeper Admin - MS Office 365 Admin Portal - Multifactor Authentication Admin - MS Dynamics Admin - Cisco VPN Admin - Active Directory Admin - Network Admin - Meraki Admin Windows Server Support & Administration.
Senior IT Support Engineer
CSP - YMU Group/ OJK
London, UK
06.2017 - 03.2019
- Onsite and 2nd/ 3rd line support - Windows Domain Configuration and Security - Meraki - Firewall/ Wireless Security Administration - Windows Server Support & Administration (2012\2008), Microsoft Exchange 2016/2013 - Mobile Device configuration and Security - Policies Applications supported for Windows and Mac OS - MS Office 365\ 2016 - Sage 50 accounts Admin - Exchequer Admin - Mimecast Admin - Sophos Admin - Virtual cabinet Admin - Supporting Customer and Customer's Clients.
IT Support Analyst
Xerox
Sao Paulo, Brazil
02.2012 - 03.2017
- Software implementation and Support to ITAU Bank's SQL based Software for automatic bank account opening via automatic OCR recognition - Focal Point for Brazilian implementation team reporting to US team - Technical visits and Meetings with client's Management to determine the change requests for the workflow of the documents in the software - Software Deployment for change requests via SQL server UAT and PROD.
Help Desk Analyst
Scania
05.2010 - 10.2011
- Provided exceptional customer service while achieving the company mission.
- Documented and tracked all received requests in incident management system.
- Collected and updated data to assist with customer issues and concerns.
- Assisted with software installations.
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
- Identified priority calls and highlighted potential problems, ensuring that targets are met in line with tight key performance indicators.
- Trilingual Help Desk Support (English, Spanish, Portuguese) - Remote Access Support - Active Directory Administration - Network Folder Permissions - Microsoft Exchange Distribution List - New Starter Set up - Calendar Permissions Exchange Management Shell - Network Accounts Administration -Network Printers Administration VPN/SecurID Account Administration - Microsoft Windows Configuration - TCP/IP Protocol.
Help Desk Analyst
HP
07.2006 - 05.2010
- Documented and tracked all received requests in incident management system.
- Collected and updated data to assist with customer issues and concerns.
- Assisted with software installations.
- Provided inter-departmental collaboration by escalating unresolved issues to appropriate support functions.
Education
Comptia Security +
ITILV4
IT Management
Unip
Sao Paulo2004
Skills
- Proficient and thorough Senior IT Support Engineer with over 10 years of experience working for global companies as Worldstrides, Xerox, HP and Scania dealing with customers all over the globe
- Excellent understanding of IT Network and IT Security
- Key Skills:
- Organized and dedicated professional with serious approach to IT Security
- Keen eye for spotting potential security risks and flaws
- Excellent communication skills
- Team Player
- Can do attitude
- CompTIA Security
- ITILV4
- Active Directory
- Cisco Meraki
- Sophos
- SQL server
- TCP/IP
- Firewall
- VPN
- Lan
- Mac OS
- Microsoft Exchange
- Microsoft Windows Server
- GPO Policies
- Sage
Additional Information
- Senior IT Support Engineer
Timeline
Senior IT Support Engineer
Worldstrides
03.2019 - Current
Senior IT Support Engineer
CSP - YMU Group/ OJK
06.2017 - 03.2019
IT Support Analyst
Xerox
02.2012 - 03.2017
Help Desk Analyst
Scania
05.2010 - 10.2011
Help Desk Analyst
HP
07.2006 - 05.2010
Comptia Security +
ITILV4
IT Management
Unip
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