Vinicius Lins

In ISP network operations (S), managed enterprise LAN/WAN, routing, VPN, and firewall infrastructure (T/A), improving network stability and reducing connectivity incidents by ~20%. Troubleshot outages and optimized routing performance to meet SLA targets across corporate clients (R).

In a high-volume healthcare operations environment (S), coordinated service workflows and stakeholder communication (T/A), improving operational efficiency by ~18% and maintaining service KPIs. Led cross-team process alignment and ensured timely issue resolution under strict SLAs (R).

In a fast-paced retail environment (S), delivered technical and customer support while managing service workflows (T/A), increasing customer satisfaction and reducing response time by ~10%. Handled escalations and documented service interactions for continuous improvement (R).

In an academic IT environment (S), provided remote Tier 1–2 technical support (T/A), resolving 95% of tickets within 24h and reducing resolution time by ~15%. Installed/configured hardware and software and documented troubleshooting procedures (R).

In language education programs (S), supported English learners through structured teaching and communication training (T/A), improving learner confidence and communication outcomes. Facilitated cultural exchange activities and documented learning progress (R).

Pursuing a Bachelor's degree in Industrial Management with coursework in management and industrial systems.

Completed a Computer Systems Technician program focused on information technology and practical systems support.

Completed a Digital Games Programming Technician program with emphasis on game programming fundamentals.