Wilma Sousa
NEWPORT NEWS
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Help Desk Support Specialist
NSI
06.2020 - 12.2023
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Investigated system issues and implemented resolutions to reduce downtime.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Participated in internal audits regarding quality management system.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Resolved technical issues by troubleshooting.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Installed and updated hardware, software and applications on Mac and PC devices.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Provided on-call support for critical issues related to Software.
Intercultural Exchange Program
3 Kids
10.2016 - 10.2017
- Maintained effective schedule balance between rest periods, active play and instruction.
- Taught children to organize toys, wash hands and share by leading by example.
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs.
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions.
- Monitored entrances and exits to maintain safety and organized environments.
- Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
- Maintained group discipline through positive reinforcement, behavior modeling and collaboration with parents.
Special Needs Caregiver
Cerebral Palsy (Weekends)
02.2018 - 05.2020
- Communicated well both verbally and in writing with clients, guardians and medical professionals.
- Helped with home management tasks, meal preparation, grocery shopping and routine cleaning.
- Prepared meals and snacks and fed.
- Evaluated Kid progress toward established annual and quarterly goals.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Assisted with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Assisted with daily living activities, running errands and household chores.
- Cooked meals and assisted with eating tasks to support healthy nutrition.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Monitored overall health and well-being and noted significant changes.
- Transported to and from medical appointments with safety and efficiency.
- Maintained entire family's schedule and organized events.
Help Desk Technician
Famadi
01.2012 - 08.2016
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
Executive Administrative Assistant
Lawfirm
02.2010 - 12.2011
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Promoted maintenance of professional and courteous customer interactions across reception personnel.
- Monitored visitor access and maintained situational awareness to promote on-site security and safety.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Utilized SAP
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
- Planned and booked travel accommodations for staff and visitors and provided vouchers, agendas and transportation.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Gathered documents, data and formulated analytics to prepare issues for discussion and reports for review.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Wrote and enforced administrative procedure plans to reduce errors and prevent process delays.
Receptionist Administrator
ACCENTURE
11.2008 - 09.2009
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Education
Bachelor of Science - Computer Engineering
UNIGRAN
12.2024
COMPTIA
SECURITY +01.2024
Skills
- Remote Support Management
- Software Installation
- Security Awareness
- Desktop Support
- Help Desk Software
- Remote Support
- Software Diagnosis
- Customer Support
- Technical Support
- Attention to detail
- Technical troubleshooting
- Data analysis
- Help Desk Support
Languages
Portuguese
Native or Bilingual
Spanish
Full Professional
English
Full Professional
German
Limited Working
Additional Information
COMPUTER SKILLS
Microsoft office 365
Sap
Web development: HTML, CSS, JS, Python
Networking: LINUX, HTTP, DNS, WEB SERVER
Timeline
Help Desk Support Specialist
NSI
06.2020 - 12.2023
Special Needs Caregiver
Cerebral Palsy (Weekends)
02.2018 - 05.2020
Intercultural Exchange Program
3 Kids
10.2016 - 10.2017
Help Desk Technician
Famadi
01.2012 - 08.2016
Executive Administrative Assistant
Lawfirm
02.2010 - 12.2011
Receptionist Administrator
ACCENTURE
11.2008 - 09.2009
Bachelor of Science - Computer Engineering
UNIGRAN
COMPTIA
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