Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Rafael Oliveira

Gloucester,United Kingdom

Summary

Experienced IT specialist focused on technical support and troubleshooting. Capable of resolving complex IT issues swiftly to minimise downtime. Utilises deep knowledge of software, hardware, and network systems to enhance operational efficiency.

Overview

16
16
years of professional experience
1
1
year of post-secondary education

Work history

Digital IT Operations Specialist L2

SLB
Gloucester, Gloucestershire
02.2023 - Current
  • Managed IT operations, troubleshooting software, hardware, connectivity, and AV requirements.
  • Upgraded company hardware infrastructure, resulting in enhanced performance.
  • Implemented infrastructure connectivity solutions to optimise systems and data networking.
  • Maintained IT inventory, tracking all equipment in use.
  • Delivered exceptional customer service by resolving technical issues efficiently.
  • Assisted end-users to improve understanding of software applications.
  • Performed regular maintenance and updates to enhance system performance.
  • Secured network access for remote workers, ensuring reliable connectivity.
  • Negotiated with vendors for cost-effective procurement of necessary hardware and software tools.
  • Managed complex technical issues by providing effective troubleshooting and problem-solving solutions.
  • Secured network systems to prevent data breaches.
  • Coordinated IT projects to ensure on-time completion and within scope requirements.

IT Support Technician

Amazon
Bristol
05.2020 - 09.2025
  • Delivered technical support to customers on multiple Amazon infrastructures with over 2000 workers.
  • Managed diverse incidents, hitting SLA'S targets by 98.89% escalating unresolved incidents and service requests.
  • Operated to internal support tickets and service issues, being the top resolver of the team.
  • Trained and onboarded new IT starters to the team.
  • Analysed and diagnosed issues with Amazon-critical hardware and software, including network switches, handheld computers and stationspecific software using Remote Access or by visiting the site.
  • Managed assets and inventory on-premises and other Amazon sites and performed preventative maintenance.
  • Provided 1st and 2nd line support to users, escalating issues to the 3rd line specialist if necessary.
  • Investigated post-Help Desk issues in field locations in accordance with established policies and procedures.
  • Delivered multiple projects and supported the IT engineering team.
  • Created and updated IT documentation for the team and Amazon Wiki.
  • Installed and configured existing user equipment, including mobiles and network infrastructure.

Assistant Restaurant Manager

Ivy Clifton Brasserie
London
06.2016 - 05.2020
  • Managed the day-to-day operation of the restaurant and responsible for building a team of great people who are committed to creating a welcoming environment for all guests.
  • Deputized in the absence of the General Restaurant Manager.
  • Analysed the workload and advised senior managers on staff needs and personnel issues.
  • Led by cultivating a positive working environment for all staff to work in.
  • Developed all employees to help them in reaching their full potential through constant evaluation, coaching and training.
  • Capitalized for training needs inventory and other logistical responsibilities.

IT Tech (Placement)

Prestimus LDA
Ansiao
05.2009 - 11.2009
  • Supported and maintained laptops and desktops, hardware and software.
  • Succeeded troubleshot and repaired hardware and software with academic supervision.
  • Led 1st line and 2nd line support to customers.
  • Organized In-site and off site support to customers.

Education

Computer Technician - Level 2

Escola Secundaria de Figueiro dos Vinhos
09.2008 - 05.2009

Skills

  • Communication skills
  • Microsoft Office suite
  • Intune management
  • Zebra software expertise
  • Device configuration
  • Network setup
  • Technical troubleshooting
  • Technology adaptability
  • Hardware knowledge
  • Detail orientation
  • Problem-solving abilities
  • SAP systems familiarity
  • Service enhancement
  • Operating system knowledge
  • Remote support

References

References available upon request.

Timeline

Digital IT Operations Specialist L2

SLB
02.2023 - Current

IT Support Technician

Amazon
05.2020 - 09.2025

Assistant Restaurant Manager

Ivy Clifton Brasserie
06.2016 - 05.2020

IT Tech (Placement)

Prestimus LDA
05.2009 - 11.2009

Computer Technician - Level 2

Escola Secundaria de Figueiro dos Vinhos
09.2008 - 05.2009

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Rafael Oliveira