In this position I work as Application Support for users, diagnosing and solving difficulties and problems with software, equipment, availability, guidance and support in deployment, installation. I support the creation of an Open Source portal.

In this position, I worked as a Help Desk agent, my duties were: Respond to initial inquiries by phone or email from customers, information systems (Proactivanet), manage, analyze and monitor all incoming incidents and resolve incidents as soon as possible. as fast as possible; provide first level support, meet service level agreements (SLAs), restore services as soon as possible.

In this position, I held the position of help desk developing the following activities: Manage the assistance software or the ticket system.