Diana Soares
Foz do Sousa / Gondomar,Portugal
Summary
IT Service Desk and Help Desk professional with 5 years of experience providing technical support to users in multinational environments. Experienced in diagnosing and resolving IT incidents, managing service requests and supporting useres through multiple communication channels.
Strong customer service and communication skills, combined with a structured solution oriented approach to troubleshooting and incident management.
Previous experience in administration, tourism, logistics and manufacturing has developped strong adaptability, attention to detail and ability to work effectively with people from different backgrounds and professional environments.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Service Desk Agent
Fujitsu
Braga, Portugal
06.2023 - Current
- Provide technical support to end users through phone and chat channels.
- Diagnose and resolve IT incidents and service requests, following established support procedures.
- Register, update, and manage incidents through ServiceNow.
- Access Management: Onboarding and Offboarding (Account creation and deactivation).
- Escalates incidents to the appropriate support team when required.
Help Desk Assistant
Capgemini
Porto, Portugal
09.2020 - 05.2023
- Provide technical assistance to users through phone and email.
- Managed and resolved IT incidents using ServiceNow and GLPI.
- Supported users through the incident resolution process and provided appropriate follow-up.
- Assisted with administrative tasks related to IT support and service management.
- Monitoring - Receiving server and service outage alerts on the Centreon platform, and opening tickets for the infra and astreinte teams.
Tourist Guide
Kopke Group Fine Wines, S.A.
Vila Nova de Gaia, Portugal
08.2017 - 10.2019
- Provided guided tours in French and Portuguese.
- Delivered customer-facing services in a multilingual environment.
Administrative Assistant
BNP Paribas
Porto, Portugal
02.2017 - 05.2017
- Administrative Support within a multinational banking environment
Logistics Operator
Parfois
Porto, Portugal
09.2013 - 11.2014
- Quality Control and Logistics Operations.
- Packaging and preparation of products for distribution.
Production Operator
Nestlé SA
Porto, Portugal
07.2012 - 07.2013
- Quality Control and Packaging Operations
Shoe Sales Assistant
Ribeiro & Domingues Lda
Porto, Portugal
04.2009 - 04.2011
Sales Assistant
Sweet & Delicious Lda
Porto, Portugal
08.2006 - 04.2009
Education
Bachelor of Business Administration - Administration
Escola Secundaria de Gondomar
Gondomar2006
Skills
- Incident management
- ServiceNow
- Access provisioning
- Active Directory
- Office 365
- Ticket Management
- User account management
- Customer service
- Team coordination
- Multitasking
- Remote desktop support
- Technical troubleshooting
- Technical support
Languages
English
Intermediate
B1
French
Proficient
C2
Timeline
Service Desk Agent
Fujitsu
06.2023 - Current
Help Desk Assistant
Capgemini
09.2020 - 05.2023
Tourist Guide
Kopke Group Fine Wines, S.A.
08.2017 - 10.2019
Administrative Assistant
BNP Paribas
02.2017 - 05.2017
Logistics Operator
Parfois
09.2013 - 11.2014
Production Operator
Nestlé SA
07.2012 - 07.2013
Shoe Sales Assistant
Ribeiro & Domingues Lda
04.2009 - 04.2011
Sales Assistant
Sweet & Delicious Lda
08.2006 - 04.2009
Bachelor of Business Administration - Administration
Escola Secundaria de Gondomar