Antonio Pereira

António Pedro Castanheira Pereira A: Calle Pico de los Artilleros, 27, 2C, 28030 - Madrid, Spain N: Portuguese T:- E:-https://www.linkedin.com/in/bloodypixelonline http://www.flickr.com/photos/bloodypixelonline/collections Professional Profile • • • • • • Education Main experience focused in the Information Technology / Database sector, with exposure to Common End-user Software / Data Centric and a Web/Graphic designer background. Freelance Web Designer with 3+ years of experience in the management of the complete design process from conceptualization to delivery. Technical Support with 4+ years of experience in first and second level incidents management. Skilled in Photoshop, Fireworks, Illustrator, Flash, Dreamweaver, UI development, Programming languages and Microsoft Office. Trilingual in Portuguese (Native proficiency), Spanish (Professional proficiency) and English (Professional proficiency). I have developed a proficient complaint management skill set and any other additional services necessary when corresponding with first/second level interaction with the final user. IADE – Creative University - Lisbon, Portugal Bachelor of Arts with Honors in Visual Design - BA (Hons) Experience 2000 – 2005 Accelya – Madrid, Spain International Trilingual Customer Support November 2015 – March 2017 Notable tools: - puTTy - Net Remit 5 - eTamis - Maestronet - QMS CustomerNet - Online Services - VI SQL Databases - Data mining and analysis. • • • • • • Work with final customers and other groups within the company in resolving issues. High technical aptitude in learning new software products and customers’ business practices. Applied knowledge of common service practices and customer handling techniques. Database management in Informix environment. Implementation and support/training regarding airline web based management applications acquired by final clients. In charge of eTamis user support and related tasks. COS Mantenimiento, S.A. – Madrid, Spain IT Trilingual Support Helpdesk Specialist for Repsol March 2014 – October 2015 Notable tools: - BMC Remedy IT Service Management Suite (ticketing tool) - SAP Logon Pad (to check ROLs and user’s profiles in SAP machines assigned) - Citrix Console (to check sessions in several servers and to connect by remote) - MMC Console (to give temporary and final permits to end users as local administrators of their machines) - Desktop Director - Active Directory - CMD (Dos and related server commands). - Remote Assistance as administrator throughout the internal network to assist final users in installation of software or any other task. • • • • • • • Efficiently responded to internal and external customer requests via phone and email so issues could be resolved promptly. Performed first and second level core troubleshooting on software system issues and delivered appropriate solutions. Escalated critical issues to other specialists, supervisors or other support groups within the company when additional assistance was required. Experience with computer hardware, user software and communications protocols. Provided service support on WINTEL platforms – Windows 7, Windows 8 and Windows 10 Use of Citrix Director for monitoring and VDI management purposes. Walked users step-by-step in the use of Citrix Receiver when it was necessary patches update 1 • • • • and assistance regarding apps issues. Assisted users with the use of Citrix XenApp by giving remote support. Experience with Citrix XenDesktop as a user and by providing remote support. Experience with data transfer protocols like ftp and sftp. Provided service support, regarding the validation of new upgraded (. e. software deployment) and assisted user’s operation and testing. Sitel – Madrid, Spain Nokia Technical Support Agent • • • May 2012 – December 2012 Outbound and inbound technical calls. Back office tasks, emails, faxes and complaint management regarding Nokia equipment by telephone, email and chat. Additional services necessary to a first level service for Nokia Portugal. bloody_pixel - Lisbon, Portugal Designer / Web Designer Freelancer July 2009 – June 2011 Freelance work mainly focusing in web site UI development, deploy, programming and testing. Personal work includes print design and image editing. Miaki - Human Technologies - Lisbon, Portugal Web Designer Freelance October 2010 – June 2011 Freelance work mainly focusing in web site UI development, deploy, programming and testing. Alldreams - Marketing, Design e Publicidade, Lda - Lisbon, Portugal Web Designer / Graphic Designer May 2007 – June 2009 Web site UI development, deploy, programming and testing. Diverse graphic design works in different mediums such as: brochures, cards, ads, corporate identity, flyers, etc. IADE – Creative University - Lisbon, Portugal Informatics Department Responsible November 2004 – July 2005 Responsible in assisting university students with the printing process of design works and with the use of graphic design tools. Other Skills Computer and Media • • • • • • HTML, CSS, MySQL, XML, ActionScript, In a lesser degree - JavaScript, JQuery, PHP Photoshop, Illustrator, Fireworks, After Effects. Flash, Dreamweaver. Microsoft Office. WINTEL, OSX, UNIX. Personal Attributes • • • • • • • • Strong analytical and problem solving skills. Proven time management and organization skills. Possess excellent interpersonal skills. Work well both independently and as a team player. Solid verbal and written communication skills. Solution finder and total commitment. Client orientation and dynamic. Creative and highly motivated driven individual. 2