Igor Freitas

Provided remote and on-site technical support, troubleshooting hardware, software, connectivity, and printer issues. Installed and maintained wired and Wi-Fi/Mesh networks, servers, and point-of-sale systems for retail environments.

Handled over 8,000 customer cases in Portuguese and English, maintaining 92% SLA, 86% CSAT, and 89% FCR. Analyzed cases and followed procedures to apply solutions, monitoring pending and redirected cases for continuity.

Provided technical support to approximately 1,500 students and 300 employees, managing about 50 Windows and Mac computers. Managed internet service and equipment rental contracts, and maintained 12 servers across multiple units.

Assembled, maintained, configured, and troubleshot computers, laptops, printers, cellphones, and tablets. Managed day-to-day operations including technical, customer service, commercial, and financial activities.

Provided technical support, troubleshooting, and repair services for customers' computers and laptops. Handled customer service and administrative tasks, including document creation, fast typing, and design of business cards and invitations.

Pursued a Bachelor's degree in Information Systems, focusing on IT fundamentals and systems analysis.

Completed high school education.

Completed a technical degree in IT, gaining foundational knowledge in information technology.