Henrique Cunha
Lisbon
Summary
Experienced IT professional with strengths in system administration, cybersecurity, corporate IT support, and network management. Skilled in troubleshooting complex technical issues and implementing effective solutions. Proven track record of optimizing IT infrastructure to enhance productivity and security.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Security Support Engineer
Fidel API
03.2022 - Current
- Development and implementation of IAM strategies to protect data and resources, including user account management and access control
- Proactive administration of XDR platform (Cortex PaloAlto) to detect and respond to security threats, including custom alert configuration
- Implemented a Jamf Pro solution for managing over 130 devices, resulting in a 28% reduction in support tickets and improved device security
- Conducted security awareness training sessions for employees, increasing their understanding of security best practices and reducing the likelihood of human error
- Responsible for managing and configuring the corporate Identity Provider, not only regarding user management but also for the administration of the Single Sign-On (SSO) service
- Managed and maintained the office network infrastructure using Cisco Meraki and Ubiquiti Unifi
- Led the project to create and launch the ITSM portal (Jira) for IT help desk tickets, access requests, Financial and Workplace requests
Infrastructure Analyst
Blu Pagamentos
11.2021 - 03.2022
- Provide IT Desktop support to the relevant End-user community in the location based and remotely, this includes all desktop computing hardware and software and peripherals
- Managed and administered Symantec Endpoint Protection, implementing robust security policies and configurations
- Apply company policies and procedures to resolve standard and, occasionally, non-recurring issues
- Collaborated with the Cybersecurity team to manage AWS IAM
- Setup and administration of Microsoft Intune
- Coordinate outage bridges and provide escalation and notification of maintenance and outage activity
- Support and maintain Windows and Mac devices such as deploy/imaging and inventory control
- G Suite and Active Directory (Azure) user and account management
IT Support Specialist
Expedia Group
08.2016 - 11.2021
- Take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem
- Responsible to control and manage all the IT assets in South America offices, contact vendors to order more depending on the forecast of new hires, staying align with company managers and HR
- Develops and maintains support document for use by all levels of support personnel as well as end-user documentation and new hires welcome pack
- Create and maintain accurate trouble tickets which entail recording symptom, analysis performed resolution, and other information relevant to resolving the problem - ServiceNow and Jira
- Jamf and BigFix management
- Train employees and orients them on first week based on IT applications and best practices
- Provide technical support for more than 150 applications, working with Windows, MacOS, mobile devices: iPhone, Android, VPN, ActiveDirectory, Citrix and Cloud solutions..
- Supports drive imaging for desktop/laptop systems
- Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices
IT Support Intern
Expedia Group
10.2014 - 08.2016
- Apply intermediate-level technical support and functional knowledge
- Citrix user support
- Systems analysis and support for Internet based solutions
- Maintain other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems
- Asset lifecycle management
IT Support Assistant
SAP
05.2013 - 08.2014
- Troubleshoot issues as 1st and 2nd level support for desktop applications, local/networking printing, e-mail, connectivity, remote access and hardware issues
- Using tools such as: Active Directory, Microsoft Exchange, SAP, VMware, TeamViewer, etc
- Support and maintain domain/corporate IT environment including PC/Mac setup and multi-function printing, including intermediate knowledge of network technologies and VPN clients, Install and rack servers
- Manage customer issues and requests by creating, tracking and documenting technical solutions
- Responds to request for service with experience and compliance in established time limits
- Enhance processes for New hires, discontinuation as well as new projects
- Provided technical support for users remotely and on-site including repairing and troubleshooting desktops, laptops and Macbooks
- Document issues and opportunities for improvement, making KB´s for tech support team
Support and Infrastructure Intern
Supermarket
01.2013 - 05.2013
- Providing support for Windows / IOS devices
- Configuring Active Directory functions using Manage IDM
- Troubleshoot network, printer, POS and CCTVs cameras
- Managing Cisco IP Phones and extensions through Cisco Unified Call Manager
- Problem resolution activities in order to get technology incidents and problems fixed
Education
MBA - Compliance and Risk Management
Universidade Anhanguera
01.2024 - Current
MBA - Cybersecurity and Cybercrimes
Universidade Anhanguera
01.2023 - 12.2023
Information Technology Management - undefined
SENAC
07.2018 - 07.2021
Skills
ServiceNow
undefinedCertification
AWS Certified Cloud Practitioner, 2023
Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Company CultureFlexible work hoursWork from home optionWork-life balanceCareer advancementPersonal development programsTimeline
MBA - Compliance and Risk Management
Universidade Anhanguera
01.2024 - Current
MBA - Cybersecurity and Cybercrimes
Universidade Anhanguera
01.2023 - 12.2023
Security Support Engineer
Fidel API
03.2022 - Current
Infrastructure Analyst
Blu Pagamentos
11.2021 - 03.2022
Information Technology Management - undefined
SENAC
07.2018 - 07.2021
IT Support Specialist
Expedia Group
08.2016 - 11.2021
IT Support Intern
Expedia Group
10.2014 - 08.2016
IT Support Assistant
SAP
05.2013 - 08.2014
Support and Infrastructure Intern
Supermarket
01.2013 - 05.2013
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