Julio Cesar Pereira de Castro

About the Candidate

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

SUMMARY & OBJECTIVE
Information Technology professional with over 5 years experience as a user support technician with a focus on customer service, networking, and cybersecurity. Maintained a customer satisfaction rate of 95% while working at a national technology services firm (Tecnocomp) helping remote clients nationwide via phone, chat, and TeamViewer.

Currently seeking a position in IT support to apply my skills and knowledge to help solve customers’ problems and continue to build my technical skills in the areas of network administration and cybersecurity.

PROFILE HIGHLIGHTS
Excellent diagnostic and problem-solving skills with a strong focus on customer satisfaction
Strong technical skills including workstation/hardware configuration; LAN administration and maintenance; Windows workstation, server, and mobile device support
Ability to handle multiple projects simultaneously and work well independently
Adaptable to new situations and communicate well with distinct levels of an organization
Enjoys working in a diverse team, has good interpersonal skills and a desire to help others
Ability to absorb and retain information quickly
Fluent in English and Portuguese

RELEVANT SKILLS AND EXPERIENCE
User support technician/IT skills
Familiar with network configuration and simulation tools, such as Cisco Packet Tracer
Installation and maintenance of networking, workstation and server equipment and software including managing cybersecurity
Developing user documentation including user guides to train team members and standardize procedures
Communicating with users to help document and solve their problems
Taking ownership of issues and driving them through to resolution, with follow-ups as required
Conducted research to solve problems using internal knowledge bases, technical manuals, and other documents
Collecting, organizing, and maintaining consistent problem and solution logs to encourage knowledge sharing with other technical support teams
Customer and employee relation skills
Understanding customer needs and informing customers about available services
Building relationships with team members, clients, suppliers, employees, and international partners
Supervising, collaborating with and mentoring other technical support workers in the team
Implementing customer satisfaction surveys

EMPLOYMENT EXPERIENCE

Order Picker – Alexandria Moulding, Alexandria/ON Aug 2021 – Present
Quickly learned how to operate necessary machinery in order to pack and send orders accurately
Reported all product discrepancies or quality issues to the supervisor including damaged product, wrong store number, equipment issues, etc.
Operated hand scanner and Zebra printers in order to create and print labels

Remote Technical Assistant – Free-lance, Brazil Jun 2019 – Jun 2021
Increased brand awareness, influencing the creation of social media profiles
Improved the company’s niche knowledge by motivating market research
Boosted customer satisfaction, teaching the company the best practices dealing with clients
Ensured all technical problems were solved, providing customer support via phone and online

Hammerhand – Dominion Constructors, New Zealand Aug 2018 – Jun 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
Consistently delivered tasks on time, and became a trusted member of the team

IT Technician/Administrative Assistant – Tecnocomp, Brazil Sept 2017 – Jul 2018
Reduced unsolved tickets by introducing a method to better track and solve all the open cases
Measured and oversaw Field Services tickets attendance according to the contracted SLA, created and delivered reports to management team to report on operational performance
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
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 Feb 2007 – Jul 2016
Reduced communication time by implementing and maintaining the company LAN connecting the company’s locations
Attracted more clients to the stores by improving the sales team environment installing new computers and dedicated software
Accelerated troubleshooting time by improving quality control and analysis steps
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) – Jun 2009 – Jun 2012 – Faculdade de Tecnologia Termomecanica, Brazil

ADDITIONAL INFORMATION

Cisco Cybersecurity Essentials Course – Cisco Network Academy Feb 2022 – Present

Trail Maintenance Volunteer – Friends of Glengarry Association, Alexandria/ON May 2021 – Jan 2021