João Victor Secondo

JS

Looking for a job

João Victor Secondo

@joovictorsecondo

IT Support Analyst at Winker, handling 1,000+ monthly tickets with a 1-minute average first response time.

At Winker, I resolved support tickets for a mobile and web platform through chat and email, handling around 1,000 tickets per month with a 1-minute average first response time. I used JIRA and Winker Flow to track issues and escalated complex cases to L2/L3, IT, and Product teams.

At Sonitec, I provided on-site and remote technical support for hardware, software, printers, and network issues. I also built a Game Library CRUD app using JavaScript, Vite, Axios, and Supabase, consuming a REST API.

Experience

Work history, roles, and key accomplishments

WI

Level 1 (L1) Support Analyst

Winker

Jan 2025 - Jul 2026 (1 year 6 months)

Resolved 35–45 tickets per day via chat and email with a 1-minute average first response time and consistent SLA compliance. Handled ~1,000 tickets per month, created and tracked tickets in JIRA and Winker Flow, and escalated complex issues to L2/L3 teams.

Jira Winker Flow Active Directory Office 365 Google Workspace TeamViewer Any Desk Windows REST APIs JSON JavaScript ITIL SLA Root Cause Analysis Knowledge Base

SO

IT Assistant

Sonitec

Jan 2024 - Dec 2024 (11 months)

Delivered on-site and remote technical support covering hardware, software, printers, and network issues. Performed preventive and corrective maintenance, installed and configured Windows and Office 365, and managed user accounts in Active Directory.

TeamViewer Any Desk Windows Office 365 Active Directory Hardware Support Software support Printers Networking First Call Resolution

SO

Warehouse Assistant

Sonitec

Mar 2023 - Dec 2023 (9 months)

Controlled and organized materials and supplies with system-based recordkeeping, including invoice verification and periodic inventories.

Education

Degrees, certifications, and relevant coursework

ES

Estácio

Bachelor of Science, Information Systems

2022 -

Pursuing a Bachelor of Science in Information Systems, expected to graduate in December 2026.

SE

SENAI

Technical Degree, Industrial Automation

2015 - 2016

Completed a Technical Degree in Industrial Automation from SENAI, São José/SC, from 2015 to 2016.

Tech stack

Software and tools used professionally

GitHub

Jira

axios

JavaScript

JSON

Windows

Google Workspace

Git

TeamViewer

Supabase

Vite

Availability

Looking for a job

Location

Brazil

Authorized to work in

Portfolio

github.com/joaosecondo99/Projeto-Biblioteca-Jogos

Salary expectations

35k+ USD

Social media

Job categories

IT Support Analyst Service Desk Analyst IT Support Specialist

Skills

IT Support Service Desk Help Desk Remote Support Ticket Management ITSM SLA Management First Call Resolution Incident Escalation Root Cause Analysis ITIL Knowledge Base Management Active Directory Windows Hardware Support

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