At ÍGNEA - Geologia e Meio Ambiente, I supported end users by phone and chat in Portuguese and English, resolving issues with computers, operating systems, applications, networks, printers, and peripherals.
I documented support tickets, managed pending cases, and reviewed the backlog to prioritize urgent requests. When an issue needed deeper analysis, I escalated it to level 2 or 3 teams and followed it through to resolution.
I also maintained data services used by the company’s products, investigating failures and keeping users informed about progress.
I developed DeskPilot, an IT ticket management system with user, technician, and administrator profiles, ticket assignment and status flows, priority, and service history. It includes priority-based SLAs, queue filters, and a backlog dashboard.
