Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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Carlos Sousa

Tomar, Portugal

Summary

A technically proficient Support Specialist with over 8 years of experience in delivering exceptional Tier 1/2/3 technical support, client consulting, and troubleshooting for complex IT systems, SaaS platforms, and hardware. Expert in diagnosing and resolving software, hardware, and network issues while providing clear user guidance and training. Combines deep analytical skills with a patient, client-focused approach to ensure user satisfaction and system reliability. Proven ability to manage support workflows from initial ticket to resolution, ensuring minimal downtime.

Overview

14
14
years of professional experience

Work History

Senior IT & Solutions Support Specialist

RedFénix Engenharia
11.2015 - Current
  • Provided high-level technical support and consulting, acting as the primary point of contact for complex issue resolution for clients and internal staff.
  • End-User Technical Support: Delivered advanced troubleshooting and support for diverse hardware and software issues, reducing average resolution time by 35%. Provided patient, clear guidance to users of all skill levels.
  • Client-Facing Consulting & Training: Served as the dedicated Apple Ecosystem consultant, achieving a 90% customer satisfaction rating by providing expert setup, configuration, and support. Developed user guides and facilitated training workshops for Office 365 and other technologies, leading to a 40% decrease in user-error incidents.
  • System Administration & Support: Configured, managed, and supported user accounts, permissions, and security protocols within Office 365 for 150+ users. Provided ongoing network maintenance and support, ensuring seamless integration of new devices into existing IT infrastructure.
  • Support-Optimized Project Management: Streamlined the company-wide Office 365 deployment by creating comprehensive support documentation and training materials beforehand, preventing a wave of support tickets and ensuring smooth adoption.

AI Engineer & Blockchain and Crypto Advisor

Self-Employed
01.2012 - Current
  • Advisory & Support: Provided dedicated support and advisory services to clients on cryptocurrency mining (ASICS) and investment strategies, explaining complex blockchain concepts in an accessible manner.
  • Technical Documentation: Authored educational content and guides on DeFi and blockchain to empower clients and reduce recurring support questions.
  • QA & Testing: Performed quality control and troubleshooting for prototyped IoT devices and embedded systems, identifying and resolving hardware flaws.

Teacher (Information Technology)

Escola Profissional de Tomar
11.2018 - 12.2018
  • Skills Development: Educated students on IT fundamentals, hardware maintenance, and software use, focusing on developing their technical support and problem-solving capabilities.
  • Mentorship: Provided one-on-one mentorship to students, fostering their growth and readiness for technical support roles.

Education

Robotics And Automation - Information Technology

Instituto Politécnico De Tomar
Tomar, Portugal
10.2014

Professional High School Diploma - Information Technology

Escola Profissional De Tomar
Tomar, Portugal
06-2012

Skills

  • Technical Support & Troubleshooting: Advanced Hardware/Software Diagnostics, Root Cause Analysis, Office 365 Support & Administration, Apple Device Management, Network Connectivity Issues, Ticketing Systems, User Training & Documentation
  • Client & End-User Support: Client Relationship Management, Needs Assessment, Solution Explanation, Patient Guidance, Customer Satisfaction Improvement, Workshop Facilitation, Mentorship
  • AI & Engineering Support: AI Model troubleshooting, IoT Device QC & Testing, Embedded Systems Prototyping, PCB Debugging, Cryptocurrency Mining Setup Support

LANGUAGES

Portuguese: Native Proficiency
English: Advanced Proficiency (C1)

Timeline

Teacher (Information Technology)

Escola Profissional de Tomar
11.2018 - 12.2018

Senior IT & Solutions Support Specialist

RedFénix Engenharia
11.2015 - Current

AI Engineer & Blockchain and Crypto Advisor

Self-Employed
01.2012 - Current

Robotics And Automation - Information Technology

Instituto Politécnico De Tomar

Professional High School Diploma - Information Technology

Escola Profissional De Tomar

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Carlos Sousa