Luís Henrique Junges
@lushenriquejunges
Trilingual IT Support Specialist delivering technical troubleshooting and root-cause analysis.
BrazilWhat I'm looking for
I am a trilingual IT Support Specialist with over nine years of experience providing multilingual technical support across phone, email, and ticketing systems. I specialize in SAP Concur Travel solutions and GDS systems while supporting global clients in Portuguese, English, and Spanish.
Throughout my career I have resolved complex technical incidents, performed root cause analysis, and analyzed API (JSON) and XML logs to drive problem resolution. I have supported tier 2 incidents and managed integrations and migrations for enterprise tools such as JIRA add-ons, REST and GraphQL APIs, and various CRM and monitoring platforms.
I have hands-on experience with endpoint and device management (SCCM, Workspace One, MobileIron), identity and access administration via Active Directory, and telecom provisioning through Cisco Unified Communications Manager. I have also contributed to vulnerability remediation and patch management workflows using tools like Kenna and Secunia.
I am committed to improving support processes and mentoring L1 teams to raise service quality. I am pursuing further technical education while expanding skills in Python and PostgreSQL to complement my cloud and monitoring knowledge.
Experience
Work history, roles, and key accomplishments
SAConduct troubleshooting and root cause analysis for SAP Concur Travel and GDS issues, analyze API (JSON) and XML logs, and provide multilingual support (EN/ES/PT) via ticketing and phone to improve incident resolution times.
Senior IT Support Analyst
e-Core
May 2022 - May 2023 (1 year)
Served as senior support analyst for Xray (JIRA test management), handling tier-2 incidents, log analysis, REST/GraphQL API troubleshooting, and add-on migrations to reduce escalation rates.
MESenior IT Support Analyst
Meta
Sep 2021 - May 2022 (8 months)
Managed software vulnerability remediation, patching (SCCM, Workspace One, Secunia), and monitored incidents via ServiceNow to improve endpoint security and reduce vulnerability windows.
HTTrilingual Service Desk Analyst
HCL Technologies
Jun 2020 - Sep 2021 (1 year 3 months)
Provided trilingual (PT/EN/ES) service desk support including mobile device management (MobileIron), Active Directory administration, Windows application troubleshooting, Cisco UC management, and L1 training to improve team performance.
MEIT Support Analyst
Meta
Oct 2019 - Jun 2020 (8 months)
Managed mobile device enrollment via Workspace One and resolved Windows application issues during a domain migration while handling incidents through ServiceNow and providing multilingual customer support.
HTTrilingual Service Desk Analyst
HCL Technologies
Jul 2018 - Sep 2019 (1 year 2 months)
Handled client incidents via ServiceNow, administered Active Directory accounts, resolved Windows application issues, and delivered customer support in Portuguese, English, and Spanish to maintain service SLAs.
Education
Degrees, certifications, and relevant coursework
UNUnisinos
Technology Degree, Internet Systems
2025 -
Pursuing a Technology Degree in Internet Systems with expected completion in December 2027.
UNUNIASSELVI
Technology Degree, IT Management
2021 - 2023
Completed a Technology Degree in IT Management from March 2021 to October 2023.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Job categories
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