Open to opportunities

Gabriel Augusto

@gabrielaugusto

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Customer-focused IT support analyst skilled in networks and incident management.

Brazil

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What I'm looking for

I seek a customer-focused IT role where I can manage incidents, improve network reliability, and grow into greater responsibilities within a collaborative team.

I am an IT support and network professional with hands-on experience in incident management, hardware maintenance, and network administration. I prioritize customer satisfaction and clear communication while diagnosing and resolving technical issues.

Across roles from N1 technician to N2 support analyst, I have managed network infrastructure, configured routers, switches and firewalls, and applied security measures to reduce downtime and mitigate risks. I am comfortable with Windows, Linux and macOS environments and with tools such as Zabbix for monitoring.

I have contributed to web application development using HTML, CSS, JavaScript and Git, and I have experience following agile methodologies. I maintain accurate documentation, handle ticket systems like ServiceNow/Jira/Zendesk, and prepare KPI and inventory reports for process optimization.

I work well in teams, coordinate with suppliers and higher-level support, and plan daily tasks to deliver organized, reliable support. I bring fluent Portuguese, intermediate English, and a practical focus on reducing incidents and improving operational performance.

Experience

Work history, roles, and key accomplishments

Current

IT Support Analyst Pl

Current

Operand

Apr 2025 - Present (5 months)

Resolved hardware, software, network, and system issues for internal/external users, ensuring minimal downtime. Managed tickets in Jira, ServiceNow, and Zendesk, supported collaboration tools (Microsoft 365, Google Workspace, VPN, AD), maintained knowledge bases, led process improvements, and trained junior team members.

Ticket Resolution Windows Mac Email IT Support Technical Support Chat Support

Current

N2 Support Analyst

Current

Agasus S.A

Sep 2024 - Present (1 year)

Handles critical incidents and hardware maintenance, diagnoses misuse cases and prepares reports, manages backup stock and KPIs to improve support efficiency.

Incident Management Maintenance Reporting Inventory Management KPI Analysis Troubleshooting Ticketing Systems Logistics Coordination

N1 Support Technician

Lanlink Informática

Feb 2023 - Sep 2024 (1 year 7 months)

Provided first-level technical support for hardware, software, and network issues, performed setups and routine maintenance, and documented incidents for escalation and analysis.

Hardware Setup Maintenance Documentation Customer Service

Network Analyst

Sonda ProcWork Informática LTDA

Jun 2021 - Sep 2022 (1 year 3 months)

Managed and secured network infrastructure, configured routers/switches/firewalls, resolved connectivity issues, and maintained documentation for compliance and scalability.

Network Administration Network Security Troubleshooting Documentation VPN

Junior Programmer

Cati Soluções Em Tecnologia LTDA

Jun 2020 - Apr 2021 (10 months)

Contributed to web application development using HTML, CSS, and JavaScript, applied Bootstrap for responsive layouts, and used Git within agile team processes.