Description

Detail-oriented IT Support professional with 8+ years of experience supporting enterpriseenvironments. Proven ability to troubleshoot complex Windows, O365, Active Directory,Exchange and Citrix issues with a strong focus on service availability and SLA compliance.Experienced in multi-client environments, incident and request management, systemmonitoring and documentation. Reliable, autonomous and accustomed to working inregulated and business-critical contexts.

Industry field of expertise

Languages

Portuguese
Native or bilingual
French
Native or bilingual
Luxembourgish
Fluent
English
Fluent
German
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Luxembourg (up to 50km)

NTT DATA Group
IT Consultant
DEFENSE AND MILITARY
October 2024 - April 2025 (6 months)
Luxembourg
Provided L2 support for Windows, O365, Active Directory, Exchange. Resolved incidents and service requests via ticketing systems, remote access and onsite intervention. Created and updated internal documentation to standardize resolution of common incidents and requests. Participated in asset inventory management, lifecycle tracking and replacement planning. Collaborated with infrastructure and application teams for escalated issues.
GPO VMWARE ITSM SCCM Microsoft Azure
Smart-IT
IT Support & Operations
November 2023 - February 2024 (3 months)
Luxembourg
Primary IT contact for ~30 cloud-based client companies. Performed MACD operations and L2 support via phone, email, Teams and onsite. Performed daily operations on file servers, application servers and Citrix Workspace. Managed user accounts, permissions and mailbox administration. Supported VPN, authentication, endpoint protection, printing and licensing.
Inetum S.A.
IT Support Technician – Multi-Client Assignment
BANKING AND INSURANCE
June 2022 - December 2022 (6 months)
Luxembourg
Provided L2 support across 5 enterprise clients (EuroFins, Deka Bank, JP Morgan Chase, Eversheds Sutherland, AMP Capital) in regulated and business-critical environments.
Delivered onsite and remote support for Windows, Office 365, Active Directory, Exchange and corporate applications.
Resolved incidents and service requests via ticketing systems within SLA. Supported hardware, printers and user access management.
Escalated complex issues to infrastructure teams and followed through to resolution.
Active Directory Microsoft Exchange Windows Server ServiceNow Intune

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Diploma in Civil Engineering & Architecture
Lycée des Arts & Métiers
1999
Diploma in Civil Engineering & Architecture

AML certification
Grant Thornton
2022
GDPR Foundation
Udemy
2022

Other

Helder Neves

Consultant IT Support Entreprises

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