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Carlson Santos

@carlsonsantos

IT Support Specialist at Better Collective who supported 200 employees and helped migrate Mac fleets across three countries to Kandji MDM.

Brazil

Message

At Better Collective, I delivered remote L1–L3 support to 200 employees across three countries and helped migrate Mac fleets in Brazil, Argentina, and the US to Kandji MDM. I managed endpoints with Kandji and Ninja RMM, and resolved 80% of roughly 500 monthly tickets on first contact.

Previously, I supported users at PEBMED and FCB Brasil across Mac and Windows environments. At MCA Cobranças Admin. e Com. LTDA, I installed a Squid proxy that improved browsing performance and supported Oracle DB server installation.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

Better Collective

Dec 2023 - Oct 2026 (2 years 10 months)

Delivered remote L1–L3 support to 200 employees across 3 countries on macOS and Windows. Managed endpoints with Kandji and Ninja RMM, and administered Google Workspace, Slack, and Jira.

Kandji NinjaRMM TeamViewer MacOS Windows Google Workspace Slack Jira Freshdesk Incident Management Ticket Prioritization

Support Analyst

PEBMED

Aug 2021 - Dec 2023 (2 years 4 months)

Provided remote support to ~100 users on Mac and Windows, handling desktop software, hardware, network, printer, and telephony issues. Configured and deployed systems remotely using TeamViewer and Automatos.

TeamViewer Automatos Office 365 Slack Jira Remote Support Troubleshooting

IT Field Support Engineer

AVASO Technology Solutions

May 2019 - Aug 2021 (2 years 3 months)

Worked on freelance contracts installing, configuring, and removing IT equipment at client sites.

IT Supervisor / IT Support & Helpdesk

FCB Brasil

Oct 2003 - May 2019 (15 years 7 months)

Worked as IT Supervisor and sole IT professional, providing L1/L2 support to 100 end users on Windows and Mac OS X. Administered Active Directory and handled physical setup and deployment of equipment.

Active Directory Windows MacOS Help Desk Troubleshooting User Account Management

IT Helpdesk

MCA Cobranças Admin. e Com. LTDA

Dec 2001 - Oct 2003 (1 year 10 months)

Installed a Squid proxy that improved browsing performance, set up ACLs and bandwidth monitoring, and supported Oracle DB server installation and end users.

Squid Proxy ACLs Bandwidth Monitoring Oracle DB end user support