# Brena Késsia

Brena Késsia is a remote worker on Himalayas, Junior IT Analyst at Global Fidelis, based in Brazil.

Source: https://himalayas.app/@brenakssia

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

| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Brazil |
| Authorized to work in | Brazil |
| Salary expectations | 40k+ BRL |
| Job categories | IT Analyst, IT Support Specialist, Service Desk Analyst, Information Security Analyst |
| Skills | Technical Support, Troubleshooting, ITSM, Incident Management, ITIL, SLA Management, Service Desk, Endpoint Monitoring, IAM, Infosec, Alert Analysis, Microsoft 365, Microsoft Entra ID, Azure, PowerShell |
| LinkedIn | https://linkedin.com/in/Brena-Brandao |

## About

```text
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

### Junior IT Analyst

Global Fidelis. Oct 2024 - Sep 2026

```text
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.
```

Skills: 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

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

Skills: Customer-Service, Cash-Register, Payment-Processing, Cash-Handling

### Tier 1 Customer Support Representative

Global Fidelis. Feb 2024 - Oct 2024

```text
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.
```

Skills: Customer-Support, Live-Chat, Phone-Support, Email-Support, Zendesk, Troubleshooting, Multitasking

### Cashier • Customer Support

Burlington Mall. Feb 2022 - Jul 2023

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

Skills: POS-systems, Payment-Processing, Customer-Service, Store-Operations

## Education

### Estácio

Bachelor's Degree, Computer Networks. 2026 - Present

```text
Pursuing a degree in Computer Networks at Estácio, expected to complete in 2028.
```

### Francisco Oscar Rodrigues

High School Diploma, General Studies. 2013 - 2016

```text
Completed high school education at Francisco Oscar Rodrigues from 2013 to 2016.
```

## Tech stack

- Microsoft Azure
- Zendesk
- PowerShell
- iOS
- macOS
- Windows
- Microsoft Entra ID
- Microsoft 365
- Azure

To contact Brena, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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