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I’m not just a worker,
I’m a true value to the company.
Why do I say this?
. I’m reliable.
Being on time means I’m there to
serve the customers and get the work done. Happy customers equal more
"Fernanda is very motivated in taking
complete charge and makes herself and her team personally accountable
for delivering fabulous results." Srividya Ariyur ,LAN Analyst,
. I’m fast.
You don’t have to waste a lot of
time training me. I learn quickly and pay attention.
"Fernanda is a very diligent and
focused problem solver. She commits % to resolve matters that keep
people from being productive." Srividya Ariyur, LAN Analyst, Deloitte
. I’m not above anyone or anything.
Customers like me because I talk to
them on their level. I’m empathetic and I can relate to them. I make
them feel comfortable and keep them coming back.
Am I who you are looking for?
I’m different from most people. I go
to work because I care and I want to make a difference. I want to bring
my dedication and creativity to a company who will appreciate a person
with my talents. Give me a try, I would love to talk to you.
Help Desk Analyst
CBS Help Desk / Global
Help Desk Services, Inc., Hartford CT
level and level technical support for over , CBS employees
in the US, Puerto Rico, Mexico, Canada and Europe using Windows VISTA/XP/
Triage upport issues for IT
and Telecommunications to appropriate onsite staff.
Problem solve and provide
user training in PCbased applications using Timbuktu and WebEx.
Work closely with onsite
IT staff at remote locations to resolve end user support issues.
Process end user requests
via email, voice mail and live telephone calls.
Reset passwords, create and
modify user information using Active Directory.
Assist in the resolution of
support issues to decrease downtime and to bring about high levels of
satisfaction to each customer.
Help Desk Team Lead //
Buchanan Associates, Mississauga, ON
Responsible for managing ACD
statistics total talk time, abandonment rate, dropped calls,
hold time, and average answer time.
Create training and certification
plan for help desk staff.
Generate, analyze and present
weekly reports to manager regarding stats for help desk.
Serve as nd level
support when needed
Participate in weekly meetings
with off site client via teleconferencing
Responsible for updating and
maintaining of help documentation for entire help desk.
& nd Level Support ScheringPlough Canada //
Metafore Computers, Mississauga, ON
Install, configure, setup
and test Client PC software on the Desktops and Laptops.
Assist PC/Lan Userslocal
and remote in resolving day to day problems and document every incident
for future reference.
Develop procedures, policies
and guidelines for PC users.
Maintain, install, configure,
test Local Area Network.
Act as backup AS/ operator
As only local IT support person,
responsible for purchasing decisions for IT department.
Level Support Ericsson Canada //
GEAC Computers, Mississauga, ON
Provide technical support
in a desktop and help desk troubleshooting capacity for Windows ,
NT & Operating Systems.
Troubleshoot all system problems
including configurations, network connections and printing for users.
Perform Service Call Tracking
for each service call using Remedy.
Ensure that all calls are
acknowledged, returned and followed up within an appropriate time frame
and according to priorities assigned to each.
Resolve or escalate each service
call within an appropriate time frame or within the agreed Service Response
Time set out in the SLA.
IT Dispatcher //
Deloitte, Mississauga, ON
Organize, prioritize, and
dispatch all technical service requests.
Monitor and organize the support
calls using Remedy reporting software.
Manage the scheduling of all
Greater Toronto Area loaner items.
Document and maintain Greater
Toronto Area IT forms.
Train IT Analysts on the Dispatch
Escalate issues to Management
in a timely manner.
Liaise with all IT groups
to update tickets in order to resolve technical issues.
Teaching Assistant / /
Trios College of Information Technology,
Provide oneonone or group
assistance to students helping them to understand concepts about networking
Responsible for managing and
maintaining study lab consisting of a network of computers.
Meet with students to discuss
Maintain weekly reports and
student action plans.
Asnuntuck Community College, Enfield,
Associates Degree, Computer Information
G.P.A . Index .
Trios College of Information Technology,
A+ Certification //
Microsoft Certified System Engineer
MCSE / /
Capital CommunityTechnical College,
Hartford, CT //
Computer Technology Certificate
G.P.A. . Index .
Languages Fluent in English, Portuguese