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francxvsilva

Francisco Silva

@francxvsilva

IT Support Professional

Portugal
Português, Inglês, Espanhol
Algumas informações são exibidas no idioma inglês.
Sobre mim
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.... Saiba mais

Habilidades

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francxvsilva
Francisco Silva
offline • 
Tempo médio de resposta: 1 hora

Conheça meus serviços

Suporte Técnico
I will provide remote IT support and help desk troubleshooting
A partir deUS$ 15 /projetoMais detalhes

Experiência profissional

Kyndryl

Senior Customer Associate – Technical Support

Kyndryl • Período integral

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.

Infosys_BPM

Senior Process Executive

Infosys BPM • Período integral

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.