Monica Bolli

Provide 1st and 2nd level of support for MS Office, Win 8, Blackberry 12, RSA tokens, Citrix Xenapp, video conferencing, unified communication, VoIP, WebEx and a range of other applications. Computer and notebook installations, responsible for client images. Support for printers and multifunction printer. Assist with antivirus and spam protection. Responsible for new hires, relocations and end users accounts in Windows AD and MS Exchange and Cisco Unified CM Administration Console.

Provide 1st and 2nd level of support for MS Office, Win 7, Blackberry 10, RSA tokens, Citrix Xenapp, video conferencing, unified communication, VoIP, WebEx and a range of other applications. Computer and notebook installations, responsible for client images. Support for printers and multifunction printer. Assist with antivirus and spam protection. Responsible for new hires, relocations and end users accounts in Windows AD and MS Exchange and Cisco Unified CM Administration Console.

Perform technical support to civil engineers through Help Desk support, including 90% of the biggest engineering offices from Brazil, identifying and diagnosing problems and determining correction's actions. Prepare reference manuals and tested software to ensure the results according to the concrete code from Brazil. Elaborate structural projects for houses and buildings, applying knowledge of engineering, constructions procedures and building codes.

• Logged all support emails/calls into the trouble ticketing system. • Troubleshoot and resolved support incidents or escalated them. • Documentation of Tasks and environment issues. • Prepared guidelines. • On Call support. • Rollout of laptops and Blackberries.

• Logged all support emails/calls into the trouble ticketing system. • Troubleshoot and resolved support incidents or escalated them. • Documentation of Tasks and environment issues. • Prepared guidelines. • On Call support. • Rollout of laptops and Blackberries.