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Ardilles Felix

@ardillesfelix

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IT Support Intern at CESAR, resolving Tier 1 and Tier 2 tickets and streamlining responses with Claude.

Brazil

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What I'm looking for

I’m seeking remote IT support work with overnight and weekend coverage, including round-the-clock shifts.

At CESAR, I triage and resolve Tier 1 and Tier 2 support tickets in GLPI and Jira Service Management. I also use Claude to analyze recurring issues and draft standardized responses and knowledge base articles.

I handle onboarding and offboarding through account provisioning, MFA setup, password resets, and device setup with Zoho Endpoint Central. I provide remote support with TeamViewer for SaaS applications, peripherals, and macOS and Windows issues.

Previously, I provided first- and second-line support at the Brazilian Army and worked as a Junior Support Technician at Um Telecom, troubleshooting connectivity issues and monitoring alerts in Zabbix and Grafana. I’m based in Recife, fluent in English, and available for overnight and weekend shifts.

Experience

Work history, roles, and key accomplishments

Current

IT Support Intern

Current

CESAR

Jun 2026 - Present (4 months)

Triage and resolve Tier 1 and Tier 2 support tickets in GLPI and Jira Service Management, prioritizing by urgency and impact. Handle onboarding and offboarding end to end, including account provisioning and device setup via MDM.

GLPI Jira Service Management Google Workspace Microsoft 365 Okta MFA Zoho Endpoint Central TeamViewer MacOS Windows Claude Knowledge Base

IT Support Assistant

Brazilian Army

Mar 2025 - Jan 2026 (10 months)

Provided first- and second-line support, including remote sessions, for users on Windows and Linux. Resolved OS faults, mapped drives, network printers, and hardware issues, and maintained IT runbooks.

Windows Linux Remote Support Troubleshooting Documentation Operational Runbooks

Junior Support Technician

Um Telecom

Jun 2024 - Feb 2025 (8 months)

Troubleshot connectivity issues involving VPN, Wi-Fi, DNS, DHCP, and TCP/IP. Monitored network availability and performance alerts in Zabbix and Grafana dashboards, and logged incidents in Salesforce.