MICKAELA PIMENTA
London
Summary
Experienced IT professional with expertise in operating systems, devices, networking, and connectivity. Proficient in software and remote support, identity and access management, incident and ticket management, security and compliance, hardware and asset management. Demonstrates exceptional customer service and problem-solving skills through clear communication, patient troubleshooting, effective prioritisation, and persistent issue resolution.
Overview
4
4
Languages
1
1
Certification
4
4
years of professional experience
Work history
Independent IT Support / PC Repair Technician
Self-employed
2025.12 - 2026.09
- Delivered on-site support and coordinated scheduling and turnaround times with clients.
- Troubleshot and repaired hardware for desktops, laptops and phones, ensuring devices were fully operational through screen replacements and resets.
- Diagnosed hardware/software issues (boot problems, performance issues, configuration errors) and recommended practical solutions to enhance device performance.
- Set up and reconfigured computers, reinstalling and configuring essential software to restore devices to optimal working condition.
- Built computers from scratch by selecting compatible components, assembling systems, and testing to ensure proper operation.
Technical Support Engineer
Reset Health
2025.06 - 2025.11
- Delivered technical support across multiple channels, significantly improving user satisfaction and engagement.
- Monitored and responded to incoming incidents and service requests, achieving timely resolutions to minimise downtime.
- Assisted troubleshooting and supporting mobile devices (Apple / Android).
- Created reports and scripts for effective troubleshooting, streamlining issue resolution processes.
- Collaborated with internal technical teams to improve application functionality and deliver exceptional user experiences while adhering to security standards.
- Managed logs for traceability and data integrity, facilitating seamless live translation support for international meetings.
- Contract
IT Support Consultant
GM Recruitment
2024.12 - 2025.03
- Diagnosed, troubleshot, and resolved hardware and software issues for desktops, laptops, and mobile devices in fast-paced environment.
- Provided technical support for hardware and software issues, enhancing operational efficiency.
- Managed user accounts via Active Directory and Entra ID, ensuring user access and support while maintaining compliance.
- Contract
Logistics Specialist
Self-Employed
2023.09 - 2024.12
- Managed logistics tasks and schedules, ensuring timely delivery of services to meet client expectations.
- Streamlined processes to enhance workflow and improve client satisfaction.
- Communicated with customers and vendors to facilitate smooth operations and resolve issues promptly.
- Engaged with clients to identify needs and tailor services for enhanced satisfaction.
Shift Supervisor
Prince of Wales Feathers (Mitchells & Butlers)
2022.04 - 2023.09
- Supervised team operations, optimising scheduling and swiftly resolving issues to maintain efficiency.
- Implemented quality control measures and trained new staff, enhancing overall service standards.
- Managed multiple tables, ensuring timely service and customer satisfaction.
- Delivered top-tier customer service in fast-paced, high-pressure settings.
- Received commendations from guests for exceptional service.
Skills
- Operating systems and devices: Windows, macOS, Linux, iOS and Android across desktops, laptops and mobile devices
- Hardware and software support: Diagnosing and resolving desktop, laptop, mobile device and peripheral issues
- Networking and connectivity: Troubleshooting IP, DNS, router, firewall and VPN-related connectivity issues
- Business applications: Microsoft 365, Zoom, Slack and other workplace applications
- Remote assistance: Providing remote technical support using remote access and collaboration tools
- Identity and access management: Active Directory and Microsoft Entra ID, including account administration, access support and password resets
- Incident and ticket management: Jira and ServiceNow, including incident logging, prioritisation, escalation and resolution tracking
- Technical documentation: Maintaining accurate support records, resolution notes and knowledge-base documentation
- SLA compliance: Managing incidents according to response and resolution targets
- Security and data protection: Following IT security policies, access-control procedures and data protection best practices
- Hardware and inventory management: Assessing equipment requirements, maintaining inventory records and supporting device upgrades
- Customer service: Providing clear, professional and user-focused technical support
- Communication: Explaining technical issues and solutions clearly to users and colleagues
- Prioritisation and organisation: Managing multiple incidents and tasks while meeting deadlines and service targets
Languages
English
Fluent
Italian
Advanced
Spanish
Intermediate
Portuguese
Native
Certification
- CompTIA A+ Certified,
- Microsoft 365 Administrator & Endpoint Training - Microsoft,
- Level 3 IT Technician Skills Bootcamp – Just IT Training,
- Google Cybersecurity Certificate – Coursera,
- IT Helpdesk Fundamentals – Udemy
Education
High School Diploma (GCSE Equivalent) – Padre João V. da F. School, Minas Gerais, Brazil
Timeline
Independent IT Support / PC Repair Technician
Self-employed
2025.12 - 2026.09
Technical Support Engineer
Reset Health
2025.06 - 2025.11
IT Support Consultant
GM Recruitment
2024.12 - 2025.03
Logistics Specialist
Self-Employed
2023.09 - 2024.12
Shift Supervisor
Prince of Wales Feathers (Mitchells & Butlers)
2022.04 - 2023.09