DANIEL LIMA PAULO

Rua Nordeste, 106, So Paulo, SP 02521030 H: 55(11) 38572321 | M: 55(11) 968231062

daniellimapaulo@gmail.com

Summary
Reliable Senior Support Analyst with Information Technology degree and a Customer
Service diploma. Passionate and motivated with 4 years supporting critical end users
with accuracy and efficiency.

Skills
Computers and Electronics

Active Learning

Customer and Personal Service

Troubleshooting

Critical Thin king

Programming

Complex Problem Solving

Persuasion

Experience
Bilingual Support Analyst, 02/2014 to 02/2015
Shire Pharmaceutical So Paulo, SP
Face-to-Face support to the board and chair of the company (24/7 on call Standby).
Coaching of new analysts to join the team.
Set up equipment for employee use, performing or ensuring proper installation
of cables, operating systems, or appropriate software, as well as their local
profile setup and first use orientation.
Management of users and groups in the Active Directory.
Install and perform minor repairs to hardware, software, or peripheral
equipment, following design or installation specifications.
Refer major hardware or software problems or defective products to vendors or
technicians for service.
Confer with staff, users, and management to establish requirements for new
systems or modifications.
Provide staff and users with assistance solving computer related problems, such
as malfunctions and program problems.
Answer user inquiries regarding computer software or hardware operation to
resolve problems.

Train staff and users to work with computer systems and programs.
Support to other devices like BlackBerries, iPhones, iPads and other tablets in
general, concerning the setup of the corporate email, installation of corporate
apps and the management of mobile phone lines.
Support to the use of Telepresence and Videconference rooms (Cisco).
Configuration and installation of VoIP extensions (Cisco IP Phone).
Periodic visit to the VIP users acting in a corrective and preventive manner.
Reorganized all asset inventory database in order to locate every equipment
listed there and prevent misinformation.
Senior Support Analyst, 08/2012 to 10/2013
British American Tobbaco - BAT Group Rio de Janeiro, RJ
Face-to-Face support to the board and chair of the company (24/7 on call Standby).
Coaching of new analysts to join the team.
Set up equipment for employee use, performing or ensuring proper installation
of cables, operating systems, or appropriate software, as well as their local
profile setup and first use orientation.
Management of users and groups in the Active Directory .
Install and perform minor repairs to hardware, software, or peripheral
equipment, following design or installation specifications.
Refer major hardware or software problems or defective products to vendors or
technicians for service.
Confer with staff, users, and management to establish requirements for new
systems or modifications.
Provide staff and users with assistance solving computer related problems, such
as malfunctions and program problems.
Answer user inquiries regarding computer software or hardware operation to
resolve problems.
Train staff and users to work with computer systems and programs.
Support to other devices like BlackBerries, iPhones, iPads and other tablets in
general, concerning the setup of the corporate email, installation of corporate
apps and the management of mobile phone lines.
Support to the use of Telepresence and Videconference rooms (Cisco).
Support to the use of web conferencing system (WebEx - Arkadin).
Configuration and installation of VoIP extensions (Cisco IP Phone).
Periodic visit to the VIP users acting in a corrective and preventive manner.

Reorganized all asset inventory database in order to locate every equipment

listed there and prevent misinformation.
Helped with the upgrade of a Cisco Telepresence System.
Support Analyst, 08/2011 to 07/2012
Souza Cruz Rio de Janeiro
Face-to-Face and remote support to all users from the head office
Coaching of new analysts to join the team.
Set up equipment for employee use, performing or ensuring proper installation
of cables, operating systems, or appropriate software, as well as their local
profile setup and first use orientation.
Install and perform minor repairs to hardware, software, or peripheral
equipment, following design or installation specifications.
Refer major hardware or software problems or defective products to vendors or
technicians for service.
Answer user inquiries regarding computer software or hardware operation to
resolve problems.
Train staff and users to work with computer systems and programs.
Support to other devices like BlackBerries, iPhones, iPads and other tablets in
general, concerning the setup of the corporate email, installation of corporate
apps and the management of mobile phone lines.
Support to the use of Telepresence and Videconference rooms (Cisco).
Support to the use of web conferencing system (WebEx - Arkadin).
Configuration and installation of VoIP extensions (Cisco IP Phone).

Education
BIT: Information Technology, Dec 2007
Associao Brasileira de Ensino Universitrio - Nova Iguau, RJ
Diploma: Customer Service, Oct 2007
Instituto Berenice Baxter - Rio de Janeiro, RJ

Language
Portuguese, level of proficiency: Native
English, level of proficiency: Fluent
Spanish, level of proficiency: Conversational