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Fiverr Pro
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$
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Francisco Silva
@francxvsilva
IT Support Professional
Portugal
Portugais, Anglais, Espagnol
À propos de moi
I am an IT Support Professional with over 3 years of international experience in Service Desk and technical support environments. I specialize in incident resolution, software and hardware troubleshooting, and ServiceNow, with a strong focus on meeting SLAs and improving technical documentation and processes.
Compétences
Francisco Silva
hors ligne •
Temps de réponse moyen de 1 heure
Voir mes services
Assistance technique
I will provide remote IT support and help desk troubleshooting
Expérience professionnelle
Senior Customer Associate – Technical Support
Kyndryl • Temps plein
Aug 2024 - Sep 2026 • 2 yrs 1 mo
Provided Level 1 technical support via telephone and digital channels in an international environment. Managed incidents and service requests via ServiceNow, ensuring classification, prioritisation, documentation and resolution within SLAs. Troubleshooting issues relating to software, hardware, system access and usage. Escalating complex incidents to Level 2 teams, providing logs and structured documentation. Creating and maintaining technical documentation and contributing to the Knowledge Base (KB). Identifying recurring issues and contributing to process improvement and Service Desk (SD) optimisation, with a focus on reducing resolution times and improving KPIs.
Senior Process Executive
Infosys BPM • Temps plein
Jul 2023 - Oct 2024 • 1 yr 3 mos
Provided technical support regarding software and hardware, guiding users on system configuration. Created and published Knowledge Base articles for recurring issues. Conducted audits of support requests for quality and compliance. Managed user accounts and permissions in Active Directory and Azure.
