Pedro Silva

Pedro Henrique Silva Watford – WD19 6HN | - |-| LinkedIn Profile Professional Summary Experienced IT Professional with over 15 years of expertise in 2nd and 3rd Line Support, specialising in technical support, infrastructure management, and cross-platform systems integration. Adept at resolving complex technical issues across Windows and macOS environments, with a proven track record of delivering seamless integration with Microsoft 365, Active Directory, and cloud services. Highly proficient in remote support technologies and cloud-based solutions, enabling efficient service delivery from any location. Demonstrated success in MSP environments with strong virtual collaboration skills, making me an ideal candidate for hybrid or fully remote positions. Known for exceptional problem-solving abilities, outstanding customer service skills, and optimising IT operations in high-pressure environments. Core Skills • • • • • • • • Technical Expertise: Windows Server, macOS, Microsoft 365, Active Directory, Azure Entra ID, SCCM, VMware, Hyper-V, Okta, MediaOcean, Avaya, Salesforce Networking: Cisco Meraki, FortiGate, DNS configuration, VLANs, firewall management, VPN configuration MDM Tools: Addigy, Jamf, Microsoft Intune, NinjaOne, Datto, Kaseya ITSM & RMM Platforms: ServiceNow, Freshservice, ConnectWise, Jira, Bomgar Security & Compliance: Endpoint security management with Microsoft Defender and antivirus solutions, remote security protocols Web Development: HTML5, CSS, JavaScript, React, Node.js, MongoDB, .NET Languages: Fluent in English, Native in Portuguese Remote Work Expertise: Virtual collaboration tools, remote troubleshooting methodologies, self-management, digital communication, time management, autonomous problem resolution Professional Experience Support Services Engineer Advania UK (Feb 2025 – Present) - Provide comprehensive IT support services within an MSP environment, delivering exceptional technical assistance to multiple client organizations remotely and in person - Implement and manage client systems using industry-leading tools including Datto, ServiceNow, Bomgar, Microsoft 365, and Azure, all configured for secure remote access - Configure and maintain cloud services and identity management solutions, ensuring secure and efficient operations for diverse client environments regardless of physical location - Troubleshoot complex technical issues, demonstrating strong virtual problem-solving abilities and clear digital communication skills - Collaborate with cross-functional teams through virtual platforms to ensure seamless service delivery and maintain high client satisfaction rates - Develop and implement remote support protocols that maintain security while maximizing efficiency in distributed work environments IT Engineer Stagwell, London (Jul 2023 – Dec 2024) - Provided advanced technical support for Windows and macOS devices, ensuring seamless integration with Microsoft 365 and Azure AD for both office-based and remote workers - Played a key role in the Bluefin project, merging office infrastructures to enhance collaboration and reduce overhead while supporting hybrid work models - Configured devices using Addigy MDM and Microsoft Intune, aligning with company security standards for both on-site and remote endpoints Streamlined incident resolution through Freshservice, achieving SLA compliance regardless of user location - Implemented remote access solutions that maintained security while enabling flexible work arrangements IT Support Engineer LTI - Charles Stanley, London (Jun 2022 – Jul 2023) - Delivered Service Desk support for over 1,000 users across multiple locations, resolving escalated issues and optimizing system performance for both in-office and remote staff - Managed Microsoft 365 integrations and virtualized environments, ensuring high availability and security for distributed workforce - Conducted virtual training sessions for end-users on Windows and macOS best practices, enhancing digital literacy across the organization - Developed documentation for remote troubleshooting procedures, improving first-call resolution rates for distributed teams IT Support Analyst RHN, London (Jan 2022 – Jun 2022) - Supported a mixed Windows and macOS environment, maintaining connectivity and system performance for a hybrid workforce Spearheaded antivirus migration and infrastructure setup, improving organisational security for both on-premises and remote systems - Implemented remote monitoring solutions to proactively address issues before they impacted productivity IT Support Analyst Easy Solution, London (Jan 2016 – Dec 2021) - Provided technical support for industrial companies and home users, addressing recurring issues with tailored solutions delivered both on-site and remotely - Enhanced IT operations by implementing streamlined troubleshooting workflows adaptable to various support scenarios - Pioneered remote support methodologies during COVID-19 pandemic, ensuring business continuity during challenging circumstances. IT Support Analyst Rio 2016 Olympic Games, Brazil (Nov 2011 – Dec 2015) - Delivered bilingual IT support for over 1,000 users in a high-pressure, international event setting across multiple venues Designed and implemented network solutions, ensuring zero downtime during critical operations through both on-site and remote monitoring - Coordinated with distributed technical teams to maintain seamless operations across geographically dispersed Olympic venues Education • • • Systems Analysis and Development, Unicarioca, Brazil (Feb 2011 – Nov 2015) Industrial Computer Technician, JK Technical School, Brazil (Feb 2004 – Nov 2008) Web Development Bootcamp, CoGrammar (Completed Jul 2024) Certifications • • • • • • • Apple Certified Support Professional DELL Self-Dispatch Engineer ITIL Certification Microsoft Azure Services and Concepts Microsoft Azure Development (in progress) Information Security Awareness Programming in Python, JavaScript, HTML, C++, Delphi and GIT Key Achievements • • • • • • Optimised network performance and security by reconfiguring firewalls and implementing robust IT infrastructure for diverse organisations with distributed workforces Successfully supported IT operations for a large-scale international event across multiple venues, ensuring zero downtime for critical systems Increased operational efficiency by integrating ITSM platforms like ServiceNow and automating workflows, enabling effective remote service delivery Resolved a high-priority network failure impacting 200+ remote users within two hours, restoring productivity through virtual troubleshooting Spearheaded system migrations and infrastructure transformations, enhancing scalability and reliability for hybrid work environments Developed comprehensive remote support protocols that maintained security while maximising efficiency in distributed work settings Soft Skills • • • • • • Problem-Solving: Analytical thinker with a proactive approach to diagnosing and addressing technical challenges effectively with a positive attitude, particularly in virtual support scenarios Collaboration: Skilled at working with cross-functional teams through digital platforms, including engineering and customer success, to resolve escalated issues with attention to detail Multitasking: Ability to manage multiple tasks and prioritize effectively in highpressure environments with excellent time management skills essential for remote work Adaptability: Quick to learn and implement new tools, processes, and technologies to improve performance and efficiency in rapidly changing technical landscapes Remote Work Proficiency: Highly experienced in virtual collaboration tools, remote troubleshooting methodologies, and maintaining productivity in distributed work environments Self-Management: Demonstrated ability to work autonomously, manage time effectively, and deliver results without direct supervision Technical Skills • • • • • Operating Systems: Windows, macOS, iOS Tools: Addigy, Jamf, Datto RMM, Autotask PSA, Microsoft 365 Admin Center, Azure Portal, ServiceNow, Bomgar Programming Languages: Python, JavaScript, HTML, CSS Remote Collaboration: Microsoft Teams, Zoom, Slack, Asana, Trello, Monday.com Cloud Services: Microsoft Azure, AWS, Google Cloud Platform Key Behaviours • • • • • • Proactive problem solver with a client-first approach regardless of physical location Highly organised with excellent digital documentation practices, ensuring seamless task execution in distributed teams Effective communicator, bridging technical complexities for clients and teams through clear digital communication Commitment to continuous learning and professional development in rapidly evolving technical fields Self-motivated with strong time management skills essential for successful remote/hybrid work environments Results-oriented professional who consistently delivers high-quality outcomes without direct supervision References Available upon request.