Open to opportunities

Pedro Lima de Sousa

@pedrolimadesousa

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IT Support Analyst specializing in internal help desk, device management, and secure multi-channel troubleshooting.

Brazil

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What I'm looking for

I’m looking for a role where I can own internal Help Desk support end-to-end, deliver fast SLA-focused troubleshooting, and keep growing in Microsoft 365, device management, networking, and security—working with a team that values clear documentation and proactive problem solving.

I’m an IT Support Analyst with 2+ years of hands-on experience providing internal Help Desk support via email, phone (3CX VoIP), and Jira Service Management, while consistently meeting SLAs in fast-paced environments. I troubleshoot hardware and software incidents across Windows 10/11, macOS, and Android, and I’m comfortable owning the full user and device lifecycle—from provisioning to access control.

Beyond support, I strengthen the foundation of IT operations through networking and cloud troubleshooting (DNS, DHCP, VPN, Wi‑Fi; AWS fundamentals like IAM/S3/EC2 console basics), Microsoft 365 / Active Directory administration (licenses, MFA, shared mailboxes, and distribution/security groups), and endpoint security with Bitdefender using Intune and Jamf Pro. I also bring practical strengths like building security card administration, WordPress/Webflow website management, and workflow automation with AutoHotkey—paired with clear technical documentation, organized delivery, and strong English C1 communication.

Experience

Work history, roles, and key accomplishments

IT Support Analyst

OUZE São José

Oct 2024 - Jun 2025 (8 months)

Served as the primary internal Help Desk point of contact, resolving incidents via email, 3CX VoIP, and Jira Service Management while consistently meeting SLAs. Troubleshot Windows 10/11, macOS, and Android devices; owned IT asset lifecycle and building security card administration; and supported Microsoft 365, Intune/Jamf Pro device management, and Bitdefender endpoint security.

Service Management 3CX MacOS Support Microsoft 365 Microsoft Intune Jamf BitDefender

IT Support Technician

OUZE São José

Mar 2024 - Sep 2024 (6 months)

Provided multi-project IT support, balancing store rollouts, hardware refreshes, and remote troubleshooting while maintaining support quality and deadlines. Supported retail environments by diagnosing POS systems and fiscal printer issues, and handled desktop/laptop and peripheral maintenance with inventory management.

Remote Support Vendor coordination

IT Apprentice

OUZE São José

Feb 2023 - Feb 2024 (1 year)

Supported device diagnostics and readiness by formatting, troubleshooting, and maintaining accurate hardware inventory. Produced clear technical documentation for standard setups and common troubleshooting steps to improve team consistency.

Diagnostics Hardware Formatting Troubleshooting