Summary
Overview
Work History
Education
Skills
Certification
Timeline
Work Availability
Languages
Nationalities
Additional Details
Personal Information
Nationalities
Additional Details
Renato Monteiro

Renato Monteiro

Service Desk Analyst
Glasgow,Scotland

Summary

Experienced Service Desk Analyst with 8+ years specializing in incident management and technical support. Proficient in ServiceNow, JIRA, and ITIL best practices for resolving user issues within SLAs. Skilled in English, Spanish, and Portuguese technical communication. Expertise in 24/7 shift rotations and on-call support for critical systems like Windows OS, Active Directory, and SAP. Strong IT support background with efficient troubleshooting and high standards. Emphasizes teamwork, adaptability, and exceptional customer service for reliable user support.

Overview

5
5
Certificates
5
5
Languages
4
4
years of post-secondary education

Work History

Service Desk Analyst

Santander
  • Managed 50+ monthly incidents via phone, email, and self-service with 98% SLA compliance
  • Owned end-to-end ticket resolution in ServiceNow, escalating to L2/L3 teams when required
  • Trained staff on ITSM workflows, improving first-call resolution rates
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Engaged in user support interactions via telephone, chat and email platforms.

Technical Support Specialist

Oi Telecom
  • Provided 24/7 support in 12-hour shift rotations (12h on/36h off)
  • Handled on-call escalations for network outages and migration issues
  • Created user guides to reduce repeat tickets by 30%
  • Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
  • Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

IT Support Consultant

DSA Practice Ltd
  • Supported Azure migrations, troubleshooting Active Directory and VPN access
  • Documented solutions in Confluence knowledge base
  • Automated routine tasks using PowerShell scripts
  • Conducted comprehensive reviews of client''s existing infrastructure, identifying areas for improvement and cost reduction opportunities.
  • Partnered with sales teams in crafting compelling proposals showcasing the value-added benefits offered by our services.
  • Trained end-users in leveraging new functionalities offered by the implemented cloud solutions.
  • Evaluated client requirements to recommend appropriate cloud technologies and services.

Education

Network Engineering - Network Security, IT Service Management

Universidade Paulista (UNIP), Sao Paulo
03.2011 - 12.2014

Skills

ServiceNow

undefined

Certification

ITIL v3 Foundation (IT Service Management)

Timeline

Universidade Paulista (UNIP) - Network Engineering, Network Security, IT Service Management
03.2011 - 12.2014
Service Desk Analyst - Santander
Technical Support Specialist - Oi Telecom
IT Support Consultant - DSA Practice Ltd

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Languages

English
Full Professional
Spanish
Native or Bilingual
Portuguese
Native or Bilingual
Catalan
Limited Working
Italian
Elementary

Nationalities

  • Brazilian
  • Spanish

Additional Details

Available for 24/7 rotations including nights/weekends, Upon Request

Personal Information

  • Date of Birth: 04/22/89
  • Driving License: Full International A / B

Nationalities

  • Brazilian
  • Spanish

Additional Details

Available for 24/7 rotations including nights/weekends, Upon Request

Similar Profiles

CREATE PROFILE
Renato MonteiroService Desk Analyst