Julio Cesar Pereira de Castro

About the Candidate

JULIO CASTRO

90 Anik Street, Alexandria, ON | (613) 360-3720 | juliocesar.on@outlook.com |

 

IT SUPPORT TECHNICIAN

Technical support |Customer service | End-User IT Support

 

HIGHLIGHTS OF QUALIFICATIONS

 

Over 5 years of experience as user support technician with focus on customer service
·            Supported customers and employees remotely via phone, chat or software (TeamViewer, Any Desk)

·            Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Adobe Acrobat, Google G-Suite, social media platforms (focus on Instagram and Facebook), and Windows 7 and 10

·            Excellent diagnostic and problem-solving skills

·            Knowledgeable in HTML, CSS, JavaScript and graphic applications, such as Photoshop and Canva

·            Oversaw Field Services for clients in Brazil, managing and solving opened tickets

·            Collaborate easily with co-workers and work well independently

·            Ability to handle multiple projects simultaneously

·            Strong PC Hardware knowledge and skills

·            Adaptable to new situations and communicated well with different levels of an organization

·            Fluent in English and Portuguese, as well conversational Spanish

·            Patience, determinate, and persistent in troubleshooting customer issues

·            Ability to absorb and retain information quickly

 

RELEVANT SKILLS AND EXPERIENCE

 

User support technician/IT skills

·         Budgeted and purchased IT supplies, managing a storage with these items

·         Developed user guides to standardize procedures

·         Communicated electronically and in person with users experiencing difficulties, to determine and document problems experienced also troubleshooting drive, hardware and software problems with a subsequent follow-up

·         Ability to use and troubleshoot mobile devices, routers and printers

·         Consulted user guides, technical manuals and other documents to research and implement solutions

·         Provided advice and training to users in response to identified difficulties

·         Collected, organized and maintained a problem/solution log for use by other technical support analysts

·         Supervise other technical support workers in the team

·         Used of conference apps, such as Microsoft Teams and Zoom

·         Installed equipment for employee use, performing or ensuring proper connection of cables, operating systems, or appropriate software also small networks and managed cybersecurity

Administrative skills

·         Typed a high volume of data into dedicated systems and spreadsheets

·         Managed e-mail and calendars, arranging seminars, conferences, appointments.

·         Determined and established office procedures and routines

·         Distributed regular electronic incoming mail and other material coordinating the flow of information

·         Opened and distributed regular and electronic incoming mail and other material and co-ordinate the flow of information

·         Typed and proofread correspondence, forms and other documents also created presentations

 

 

Customer and employee relation skills

·      Worked diligently with customers, providing them with solutions, answering general customer service questions that may include service issues, billing inquires, and product enhancement opportunities.

·      Gathered information, researched and resolved inquiries and logged customer calls

·      Assessed customer needs and informed customers about available services

·      Enhanced relationships with clients, suppliers, employees and international partners

·      Assigned daily tasks to employees

·      Implemented customer satisfaction surveys

 

EMPLOYMENT EXPERIENCE

 

Order Picker | Alexandria Moulding, Alexandria/ON | August 2021 – Present

•    Read orders and strapped them to get ready for transportation

•    Documented the orders to assure package is correct

•    Operated electric tools and tugger trucks to move the orders

•    Accessed the system to fill and print labels for the products

 

Remote technical assistant | Free-lance, Brazil | June 2019 – June 2021

•    Reorganized the company’s archive, creating and saving documents into dedicated folders

•    Increased brand awareness, influencing the creation of social media profiles

•    Improved the company’s niche knowledge by motivating a market research

•    Boosted customer satisfaction, teaching the company the best practices dealing with clients

•    Ensured all the technical problems were solved, supporting via phone or software (online)

 

Hammerhand | Dominion Constructors, New Zealand | August 2018 – June 2019

•    Increased the safety on the site by installing fences around the perimeter and checking the use of PPE

•    Reduced material waste, checking the amount of needed material before start to work

•    Promoted better communication between the non-English staff with the site managers

•    Gained manager’s trust by accomplishing the tasks on time

 

IT Technician/Administrative assistant | Tecnocomp, Brazil | September 2017 – July 2018

•    Reduced unsolved tickets by introducing a method to better track and solve all the open cases

•    Measured tickets attendance according to the contracted SLA, creating weekly reports on Excel

•    Decreased the time to solve field tickets, updating and distributing users guide to the technical team

•    Enhanced relations with international partners, welcoming then during site visits

•    Ensured the team’s quality by partnering and sorting the best field technicians in remote regions

•    Organized the documents in the sector, formulating and administrating contracts, memos and presentations

•    Trained customers and employees using software and/or accessing documents, making sure they were user-friendly

•    Supported clients online, solving IT related matters, improving relationships with the clients

 

Administrative assistant/User support technician | Tefran, Brazil | February 2007 – July 2016

•    Increased customer loyalty and brand awareness by modifying the company’s visual identity

•    Reduced communication time by implementing and maintaining a small network throughout the company’s offices

•    Attracted more clients to the stores by improving the sales team environment installing new computers and dedicated software

•    Accelerated troubleshooting time by using a better logistic analysis and quality control

•    Revitalized the quality of the company’s products, by partnering with new suppliers

•    Ended the delivery delay to the customers, reorganizing the warehouse and the purchasing items system

 

EDUCATION

Systems analysis and development (bachelor’s degree) | June 2009 – June 2012 | Faculdade de Tecnologia Termomecanica, Brazil

 

English course | March 2017 – August 2017 | New Zealand Language center, New Zealand

 

VOLUNTEERING

Trail maintenance | Friends of Glengarry Association, Alexandria/ON | May 2021 – present

•    Helped to maintain some trail sections

•    Kept the signs clean and cleared some new trail areas

Conservation officer | Rangitoto Conservation, New Zealand | January 2019 – May 2019
·         Helped to clean the bay and beach areas

·         Conducted repairs and assisted elderly persons