RICARDO ANDRADE

I've provided IT support at Jundiaí Premoldados LTDA-EPP since 2009, serving as the single point of contact for internal staff and external clients. I troubleshoot software, hardware, and network issues, manage support queues, and resolve or escalate Tier 1 and Tier 2 incidents.

I implement systems, lead end-user training, and use quality-control and customer-satisfaction records to identify recurring issues and improve support processes. I also administer workstations, peripherals, network equipment, and internal and external infrastructure systems.

Previously, I supervised a two-person technical support team at ASR & Associados, managing workload distribution, response quality, escalations, remote support, installations, maintenance, and root-cause documentation.

I'm a bilingual English and Portuguese support professional with more than 20 years of experience, a Bachelor of Information Technology, and HubSpot Service Hub certification. I'm available for independent remote contract work during U.S. Eastern and Central business hours from Brazil.