ANDRE DELGADO
Concentrix PT
Lisbonne
4
Languages
18
years of professional experience
Dynamic IT Support Specialist with extensive experience resolving complex technical challenges while ensuring high user satisfaction. Expertise in managing Tier 2 escalations, optimizing SOPs, and leveraging AI tools to boost operational efficiency. Committed to continuous improvement through mentorship and proactive incident analysis.
Work History
IT Support French Helpdesk
3 Years 7 Months- Bilingual VIP support (FR/EN) via phone, email, chat, and remote support tools.
- Advanced troubleshooting using JAMF, Bomgar, macOS diagnostics, and network analysis tools.
- Tier 2 escalation point for complex macOS/Windows, software, and network incidents for UK/EU users.
- Managed the full ticket lifecycle, meeting SLAs and maintaining high customer satisfaction.
- Analyzed trends to identify recurring incidents and proposed process improvements.
- Maintained OS standards, applications, patches, licenses, and endpoint security.
- Contributed to knowledge base updates and improved SOPs to support junior technicians.
- Handled helpdesk tickets from first contact through full resolution.
French Technical Helpdesk & Digital Remote Support
1 Year 6 Months- Primary escalation point for FR/EN/PT users across multiple platforms.
- Troubleshot hardware, software, network, and peripheral issues via remote video tools, ensuring rapid problem resolution.
- Coordinated with internal teams to resolve complex incidents and meet SLA requirements.
- Accurate ticket documentation and clear communication with customers.
- Promoted customer satisfaction through efficient problem resolution and warm, knowledgeable service.
- Contributed innovative ideas and solutions to optimize team performance and outcomes.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Successfully collaborated with a diverse group of colleagues to achieve goals and resolve issues related to our products and services.
Fraud Specialist
7 Months- Monitored transactions to detect suspicious behavior using advanced software tools.
- Investigated suspicious transactions, validated identity data, and ensured secure communication.
- Prepared detailed reports on fraud cases for management review, supporting informed decision‑making.
- Evaluated customer complaints related to potential fraud incidents, improving responsiveness to client concerns.
- Strengthened analytical and risk‑assessment skills, valuable for IT security workflows.
- Maintained up‑to‑date knowledge of fraud‑prevention best practices, including laws, regulations, industry standards, and security guidelines.
Video Desk Support Engineer / Team Leader
5 Years 7 Months- Technical leadership, mentoring Level 1 & 2 engineers, and reviewing troubleshooting procedures.
- Resolution of 1st, 2nd, and 3rd line incidents, including complex VC/AV, network, and endpoint issues.
- Supported clients with firewall configurations, DNS, video‑conferencing systems, and network troubleshooting.
- Managed documentation for Level 1–3 teams and improved SOPs to optimize support processes.
- Built strong customer relationships and handled escalated incidents to ensure satisfaction and rapid resolution.
- Resolved technical issues for clients using remote support tools.
- Assisted management with KPIs, strategy, and project implementation to align initiatives with business objectives.
- Documented solutions in the knowledge base for future reference.
- Developed user guides to improve customer understanding of products.
VNOC Engineer Level 1
1 Year 2 Months- Planned, launched, and supervised video conferences on RMX bridges to ensure effective communication.
- Performed daily endpoint sweeps and proactive network monitoring.
- Troubleshot remotely with engineers and end users to resolve technical issues quickly.
- Upgraded video endpoints (Tandberg/Polycom HDX, TPX, RPX, OPX).
- Logged cases in the CRM and coordinated with ISPs for ADSL/SDSL incidents to ensure rapid resolution.
- Collaborated with cross-functional teams to enhance project outcomes and client satisfaction.
- Conducted regular system evaluations to maintain optimal performance and reliability.
- Developed detailed project documentation to facilitate knowledge sharing among team members.
Client Services Video Operator
1 Year 11 Months- Planned, supervised, and supported videoconferences and recordings to ensure smooth operations.
- Monitored system performance to ensure optimal functionality.
- Collaborated with teams to troubleshoot and resolve operational issues.
- Conducted routine maintenance on devices to enhance reliability.
- Communicated effectively with stakeholders regarding project updates and needs.
- Helped achieve team goals by rotating production lines and daily duties to meet demand.
- Troubleshot hosted networks and performed daily monitoring of equipment to maintain optimal performance.
- Prepared monthly ISDN and usage reports to evaluate and improve services.
- Performed system upgrades to enhance functionality, updated video endpoints, and maintained documentation.
VC Event Coordinator / AV Technician
3 Years- Multilingual AV support (FR/PT/ES/EN) for major financial clients.
- Planning, testing, launching, and supervising videoconferences.
- First‑level diagnostics and response to system alerts.
- Produced weekly VC statistics reports and managed documentation.
- Managed vendor relationships to secure services and supplies.
- Coordinated logistics for events, ensuring seamless execution.
- Developed event timelines to enhance planning efficiency.
- Oversaw on-site operations, addressing issues as they arose.
- Facilitated client meetings to understand event requirements clearly.
- Executed post-event evaluations to gather feedback for future improvements.
- Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.
- Provided on-site support during the day of the event including problem solving if necessary.
- Coordinated with media personnel such as photographers and videographers for capturing important moments during the event.
- Planned various activities such as seminars, workshops or conferences related to the event theme or topic area.
- Analyzed data from previous events in order to improve future ones.
Education
Level 1 & 2 Understanding Autism Level 1 Adult Social Care
GED
CAP - Mecanic / Sales Car Parts
Skills
Windows & macOS Support (deployment
imaging
patching)
Microsoft 365 / O365 Administration (Exchange
Teams
SharePoint)
Networking Fundamentals (DNS
DHCP
VPN
Wi-Fi troubleshooting)
VC/AV Systems (Tandberg
Polycom
RMX
Teams Rooms
Zoom Rooms)
ITSM Platforms (ServiceNow
Jira Service Management
RSM)
AI Tools (Copilot
ChatGPT
AI chatbots for ticket automation)
Tier 1/3 Escalation & Root Cause Analysis
Calm and structured problem-solving under pressure
High-quality documentation and SOP creation
Customer Service & VIP Support
Excellent communication with VIP/executive users
Ability to work independently and collaboratively
Fast learner of new technologies and AI tools
Languages
French
Native
Native
English
C2
Proficient
Portuguese
C2
Proficient
Spanish
B2
Upper Intermediate
Timeline
IT Support French Helpdesk
Concentrix PT
10.2022 - 05.2026Read More
French Technical Helpdesk & Digital Remote Support
Xerox PT
03.2021 - 09.2022Read More
Fraud Specialist
Majorel
06.2020 - 01.2021Read More
Video Desk Support Engineer / Team Leader
UCI2I (UK) Limited
10.2014 - 05.2020Read More
VNOC Engineer Level 1
AVISPL
07.2013 - 09.2014Read More
Client Services Video Operator
Dimension Data
08.2011 - 07.2013Read More
VC Event Coordinator / AV Technician
DRV
07.2008 - 07.2011Read More
Londres
Level 1 & 2 Understanding Autism Level 1 Adult Social Care
Read More
Croydon College
GED
Read More
Lycée Pro Cma Formation
CAP from Mecanic / Sales Car Parts
Read More