JOAQUIM MAC-MAHON
Projecto Nova-Vida | Luanda, Angola
--https://www.linkedin.com/in/joaquim-mac-mahon
SKILLS:
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I focus on fast response times, problem solving, top CSAT scores.
Incidents, tasks, requests, changes, asset management with DFM, Rave, ServiceNow.
Support for end-users, desktops, communications, collaboration, and productivity tools.
Support for M365 AdminCenter, Exchange Online, SharePoint Online, AAD, Intune, etc.
MS Windows, MacOS, mobile, Linux, Cisco IOS systems support.
Networks and systems inventory, monitoring, diagnostics, troubleshooting.
WORK EXPERIENCE:
FREELANCER, (HYBRID). IT SUPPORT TECHNICIAN- December 2023 – Current.
Work for worldwide IT managed service companies, as L1 and L2 On-Demand support
technician.
• On-Site/remote support for incidents, tasks, requests, changes, and asset management.
• Support for LAN, VLANs, MAN, WAN, SD-WAN, WI-FI networks connectivity using
Grafana and OpenNMS, and SecureCRT for remote access, BGP monitoring, diagnosis
and troubleshooting.
• Network devices, servers, and SIP/VoIP devices commission and decommission.
UPWORK FREELANCER, (REMOTE). M365 BUSINESS ADVISOR- April 2023 – October
2023. Support to M365 customers from Brazil, US, UK.
• To guide new users to choose suitable M365 products and services for business or
individual use.
• Support to M365 Admin Center users, AAD, domains configurations, migrations,
Exchange Online, SharePoint, Teams, users licensing, access control, billing issues,
Office Apps, etc.
• To explain technical information in clear terms to non-technical individuals.
WEECONNECT, Luanda, Angola. IT TECHNICAL SUPPORT-January 2022 – March 2023.
End user, desktop, network and systems technical support for a contact center project.
• Support for VMware ESXi virtual machines DC servers, AD users, DNS, DHCP, SMTP,
POP3, IMAP, file share, network printers.
• Support for IPPBX, SIP Trunk, IP phones, Cisco routers, and L2/L3 PoE switches.
AFRIZONA SECURITY, IT &Lab., Luanda, Angola. IT TECHNICAL SUPPORT - November
2020 – December 2021.
Support for an IoT monitorization project, cctv, IP access control for a local Bank company.
• Support for an IoT monitoring project with PLCs, Web Relays, and Ethernet/IP modules.
• Support to Honeywell Fusion IV and MaxPro DVRs/ NVRs, CCTV system.
• Support for RFID card, and biometry IP access control systems.
• Support for DSC intrusion detection system with GSM gateway.
ODEBRECHT, CATOCA PROJECT, Lunda Sul, Angola. IT TECHNICAL SUPPORT January 2011-December 2019.
To serve as levels 1 and 2 network and sys admin team member for a large mining company in
a multicultural work environment and a distributed IT infrastructure.
• Consistent support for 500+ users between 2+ sites with MS Active Directory.
• Support for WAN Linux server with LDAP authentication, Squid proxy server, Apache
web server, ACLs, IP TABLES for packet and content filter, Webalizer syslog reader.
• Support for Cisco ISR 2811/2911 routers, 2960/3560 L2/L3 PoE switches with VLANs,
VTP, 802.1Q, QoS, STP, SNMP, 7912/7940 SCCP IP phones.
ODEBRECHT, CAPANDA PROJECT, Malange, Angola. IT TECHNICAL SUPPORT
ASSISTANT - August 2001- December 2010.
To serve as level 1 technical support team member, for a large Dam company in a multicultural
work environment and a distributed IT infrastructure.
• To migrate Windows NT4.0 Server domain to Windows 2000 Server domain.
• To create support documentation to improve end user skills and find resolutions to
questions without intervention from support team.
PROFESSIONAL TRAINING:
• ITIL 4 Fundamentals, 2023, online.
• MS-900 – Microsoft 365 Fundamentals, 2022, online.
• AZ-900- Microsoft Azure Fundamentals, 2022, online.
• CCNA 640-802-Routing & Switching, 2013, South Africa.
• MS Windows 2000 Network & Operating System Essentials, 2003, Brazil.
• Supporting Microsoft Windows 2000 Professional & Server, 2003, Brazil.
• Linux/Unix Administration Foundations, 2003, Brazil.
• Linux/Unix Networks Administration, 2003, Brazil.
LANGUAGES:
• Portuguese – native. / English – B2. / Spanish – B1.
EDUCATION.
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12 Grade, Teachers Education Institute, 2003, GARCIA NETO, Luanda, Angola
