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Ziul Sotnas

@ziulsotnas

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Experienced 3rd Line IT Support Engineer with a passion for technology.

Portugal

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What I'm looking for

I am looking for a role that offers growth opportunities, a collaborative culture, and the chance to work with innovative technologies.

I am an experienced 3rd Line IT Support Engineer with over 15 years of hands-on experience in supporting complex IT environments, particularly within Managed Service Providers (MSP). My career has been marked by a proven ability to lead incident resolution, implement technical improvements, and deliver high-quality service in fast-paced, customer-focused settings. I am passionate about learning emerging technologies and delivering solutions that enhance operational efficiency, currently supporting clients remotely across the UK and globally.

Throughout my career, I have successfully led the resolution of escalated complex technical issues, acted as a team lead in the absence of supervisors, and mentored junior technicians. I have a strong background in troubleshooting a wide variety of complex technical issues, including various line-of-business applications and Microsoft technologies. My commitment to providing ongoing training and support to my team has significantly improved our service desk's technical knowledge and reduced escalations.

In addition to my technical expertise, I have experience in managing relationships with third parties and suppliers, creating knowledgebase articles, and utilizing monitoring tools to preempt service interruptions. I thrive in environments where I can leverage my skills to drive operational excellence and contribute to team success.

Experience

Work history, roles, and key accomplishments

T-

Current

3rd Line IT Support Engineer

Current

T-Tech

Sep 2019 - Present (5 years 10 months)

Led resolution of escalated complex technical issues for several clients in a high-demand MSP environment. Acted as team lead in absence of supervisor, mentoring junior technicians and managing incident flow.

Microsoft Intune Active Directory Windows Server Azure Office 365 PowerShell

2nd Line IT Support Engineer

Netstar

May 2018 - Aug 2019 (1 year 3 months)

Provided high levels of customer satisfaction, ensuring all KPIs and SLAs were achieved. Responsible for providing 2nd line support by phone, e-mails, remotely, and face to face.

Exchange Office 365 Active Directory Hyper V VPN

1st Line IT Support Engineer

Correct Group

Dec 2017 - May 2018 (5 months)

Provided high levels of customer satisfaction, ensuring all KPIs and SLAs were achieved. Responsible for providing 1st line support by phone, e-mails, remotely, and face-to-face.

Exchange Office 365 Active Directory Hyper V Dropbox Google Drive

Awards Processor / Awards Customer Service Specialist

Cannes Lions Festival of Creativity

Jan 2017 - Jul 2017 (6 months)

Managed over the phone and emails 24 categories within the Cannes Lions Awards and Special Prizes acting as the first point of contact for all related issues. Responsible for quality control, checking customers’ entry submissions and preparing them for judging.

Customer Service Database Management Quality Control Team Management Communication

Head of the Short-Term Rentals Department / IT Support Analyst

Rio Exclusive

May 2012 - Sep 2016 (4 years 4 months)

Managed and implemented a project to change the Reservation System and integrate with platforms such as Airbnb, HomeAway, TripAdvisor, and Booking.com. Researched and implemented new IT hardware and software solutions to support company growth.

IT Support Project Management System Integration Team Management

IT Support Analyst

Public Prosecution Service of the Rio de Janeiro State

Mar 2009 - May 2012 (3 years 2 months)

Monitored backups and antivirus systems. Provided support for desktops, laptops, printers, Microsoft Office, and Skype issues.

Desktop Support Microsoft Office Skype

IT Assistant

Elta Assessoria e Fomento Mercantil

Jun 2008 - Mar 2009 (9 months)

Administered and supported Windows Server 2002 Active Directory accounts, including password resets and new user setups. Provided network support and configuration for TCP/IP, DNS, DHCP, LAN, WAN, routers, and switches.

Windows Server Active Directory TCP IP DNS DHCP

IT Help Desk Support

Mendes Supermarket

Jul 2008 - Mar 2009 (8 months)

Provided support for desktops, laptops, printers, Microsoft Office, and Skype issues. Maintained ethernet and wireless networks, including switches, firewalls, and APs.

Desktop Support Microsoft Office Wireless Firewalls

IT Help Desk Support

R.R.T.P. Supermarket

Apr 2004 - Mar 2007 (2 years 11 months)

Provided support for desktops, laptops, printers, Microsoft Office, and Skype issues. Maintained ethernet and wireless networks, including switches, firewalls, and APs.

Desktop Support Microsoft Office Wireless Firewalls

Education

Degrees, certifications, and relevant coursework

Educandário Cecilia Meireles

Vocational School Equivalent, IT Professional

Completed a vocational program to become an IT professional, gaining foundational knowledge and practical skills in information technology.

Universidade Estácio de Sá

Higher National Diploma, Computer Networks

Completed a program focused on Computer Networks, covering various aspects of network infrastructure and management. This education is comparable to a BTEC Level 5 or Foundation degree standard.