Richard Melo
@richardmelo
L1 Service Desk Analyst at Visotech who reduced ticket backlog through improved prioritization and workflow automation.
BrazilWhat I'm looking for
At Visotech, I diagnosed and resolved hardware, software, and network issues using remote access tools and analytical methods. I also reduced ticket backlog through improved prioritization and workflow automation.
At CRM Educacional, I logged, categorized, and escalated incidents using ITSM tools, and supported Microsoft 365, VPN, and corporate applications. At Atos, I supported VPN, Office 365, and business-critical software.
I'm looking to contribute my customer service experience, technical aptitude, and commitment to service quality. I also have experience in retail and customer-facing environments.
Experience
Work history, roles, and key accomplishments
Mid-Level L1 Support Analyst
Visotech
Feb 2025 - May 2026 (1 year 3 months)
Diagnosed and resolved hardware, software, and network issues using remote access tools and analytical methods. Reduced ticket backlog through improved prioritization and workflow automation.
L1 Service Desk Analyst
CRM Educacional
Aug 2024 - Nov 2024 (3 months)
Logged, categorized, and escalated incidents using ITSM tools. Provided efficient support for Microsoft 365, VPN, and corporate applications.
L1 Service Desk Analyst
Atos
Sep 2022 - Mar 2024 (1 year 6 months)
Supported a wide range of IT systems, including VPN, Office 365, and business-critical software.
Education
Degrees, certifications, and relevant coursework
Federal Institute of Brasília
Post-Secondary Technical Course, Computer Maintenance and Support
2026 -
Post-Secondary Technical Course in Computer Maintenance and Support, expected to complete in 2027.
Franciscan University
Extension and Training Course, Java
2023 - 2024
Extension and Training Course in Java from 2023 to 2024.
Senac Brasil
Technical Course, Administrative Assistance
2016 - 2017
Technical Course in Administrative Assistance from 2016 to 2017.
Microsoft
MD-102, Endpoint Management
Completed the MD-102 course on Explore Endpoint Management.
Microsoft
MS-900T01-A, Microsoft 365 Fundamentals
Completed the MS-900T01-A course on Microsoft 365 Fundamentals.
Bradesco Foundation
IT Fundamentals: Hardware and Software, IT Fundamentals
2025 - 2025
Completed the IT Fundamentals course covering hardware and software in 2025.
Udemy
Course, Computer and Equipment Maintenance
2023 - 2024
Completed the Computer and Equipment Maintenance course from 2023 to 2024.
Udemy
Course, Software and Media Applications
2020 - 2021
Completed the Software and Media Applications course from 2020 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Job categories
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