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Brena Késsia

@brenakssia

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Junior IT Analyst at Global Fidelis, supporting Microsoft 365 and Entra ID and monitoring endpoints with N-able RMM.

Brazil

Message

At Global Fidelis, I supported Windows-based IT environments, resolved incidents, and handled ITSM tickets using ITIL practices. I also monitored endpoints with N-able RMM and ActivTrak and supported Microsoft 365 and Entra ID access activities.

My work also included PowerShell troubleshooting and information security activities, including alert and activity analysis across platform support, fraud & gaming, and GRC. Earlier, I provided Tier 1 customer support through live chat, phone, and email, using Zendesk to manage tickets.

Experience

Work history, roles, and key accomplishments

Junior IT Analyst

Global Fidelis

Oct 2024 - Sep 2026 (1 year 11 months)

Provided technical support, troubleshooting, and incident resolution in Windows-based IT environments. Managed ITSM tickets and Service Desk processes, applied ITIL practices, and monitored endpoints using N-able RMM and ActivTrak.

Technical Support Troubleshooting Incident Management ITSM ITIL SLA Service Desk N Able RMM ActivTrak Endpoint Monitoring Microsoft 365 Entra ID IAM PowerShell Infosec GRC

Cashier • Customer Support

Sempre Vale Supermarket

Dec 2024 - Jan 2025 (1 month)

Provided customer service and operated the cash register in a fast-paced environment. Processed payments, verified transactions, and handled daily cash closing.

Customer Service Cash Register Payment Processing Cash Handling

Tier 1 Customer Support Representative

Global Fidelis

Feb 2024 - Oct 2024 (8 months)

Provided Tier 1 customer support through live chat, phone, and email. Managed up to 3 simultaneous live chat conversations while handling phone and email inquiries, and used Zendesk to manage support tickets.

Customer Support Live Chat Phone Support Email Support Zendesk Troubleshooting Multitasking

Cashier • Customer Support

Burlington Mall

Feb 2022 - Jul 2023 (1 year 5 months)

Operated POS systems and processed payments and returns. Assisted customers and supported daily store operations in a high-volume customer service environment.

POS systems Payment Processing Customer Service Store Operations