Provide advanced technical support, troubleshoot complex customer issues, and work with development and product teams to resolve critical problems. I also create knowledge base articles and guide junior support engineers.
Looking for a job
Patrike Tessarollo
@patriketessarollo
Senior Technical Support Engineer at ServiceNow resolving complex customer issues and guiding junior engineers across the platform.
IrelandExperience
Work history, roles, and key accomplishments
Current
Providing advanced technical support to customers, resolving complex issues, and guiding junior support engineers. Collaborating with cross-functional teams and maintaining technical expertise in ServiceNow products.
TS
Senior Information Technology Support Analyst
Aug 2019 - Nov 2021 (2 years 3 months)
Improved IT Service Management processes including Incident and Knowledge Management. Defined and analyzed data for SLA/KPI management and led quality team.
Administered incidents, changes, problems, and requests. Developed web solutions using SharePoint and other technologies, and managed intranet.
Provided technical support in a 7,000+ user environment. Troubleshot, resolved, and documented user requests for desktop, laptop, mobile, and network.
LD
Information Technology Support Analyst
Lan Designers
Aug 2003 - Jul 2008 (4 years 11 months)
Provided technical support in a 7,000+ user environment. Troubleshot, resolved, and documented user requests for desktop, laptop, mobile, and network.
LD
Service Desk Analyst
Lan Designers
Nov 2001 - Aug 2003 (1 year 9 months)
Provided technical support in a 7,000+ user environment. Troubleshot, resolved, and documented user requests for desktop, laptop, mobile, and network.
TE
Information Technology Support Technician
Telematica
Feb 1999 - Oct 2001 (2 years 8 months)
Provided technical support as an IT support technician.
Education
Degrees, certifications, and relevant coursework
AS
Academic Bridge - English School
English Course, English Language and Literature, General
2018 - 2018
English course in English Language and Literature, General, from March 2018 to November 2018.
UU
Universidade Vila Velha - UVV
Postgraduate, Computer Software Engineering
2007 - 2008
Postgraduate degree in Computer Software Engineering from Universidade Vila Velha, completed from 2007 to 2008.
UC
Uniest - Faculdade de Cariacica
Bachelor’s, Industrial Design
2004 - 2007
Bachelor's degree in Industrial Design from Uniest - Faculdade de Cariacica, completed from 2004 to 2007.
FA
FAESA
Technician, Advertising & Marketing
2003 - 2004
Technician degree in Advertising & Marketing from FAESA, completed from 2003 to 2004.
SE
SENAI
Technician, Industrial Mechanics
1995 - 1997
Technician degree in Industrial Mechanics from SENAI, completed from 1995 to 1997.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IrelandAuthorized to work in
Salary expectations
50k+ USD
Social media
Job categories
Skills
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