Sergio Franklim

Technical Support Engineer at Enghouse Interactive Brasil & Portugal
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Contact Information
us****@****om
(386) 825-5501
Location
Lisboa, Lisbon, Portugal, PT
Languages
  • Português Native or bilingual proficiency
  • Ingles Professional working proficiency
  • Espanhol Limited working proficiency

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Credentials

  • Introduction to AWS for Non-Engineers: 1 Cloud Concepts
    LinkedIn
    Mar, 2023
    - Oct, 2024
  • Windows 10: Administration
    LinkedIn
    Jan, 2023
    - Oct, 2024
  • Introduction to VMware
    LinkedIn
    Dec, 2022
    - Oct, 2024
  • VMware vSphere 7 Professional: 01 Networking
    LinkedIn
    Dec, 2022
    - Oct, 2024
  • Windows 10 for IT Support: Troubleshooting Basics
    LinkedIn
    Nov, 2022
    - Oct, 2024
  • Amazon WorkSpaces: Deploy Virtual Desktops
    LinkedIn
    Oct, 2022
    - Oct, 2024
  • IT Support for a Hybrid Workforce
    LinkedIn
    Oct, 2022
    - Oct, 2024
  • Learning Amazon Web Services (AWS) for Developers
    LinkedIn
    Oct, 2022
    - Oct, 2024
  • Rede Wi-Fi: Como Tirar o Máximo Proveito de sua Conexão
    LinkedIn
    Sep, 2022
    - Oct, 2024
  • Espanhol á Medida
    Oyele - Espanhol para Portugueses
    Jul, 2014
    - Oct, 2024

Experience

  • Enghouse Interactive Brasil & Portugal
    • Portugal
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Support Engineer
      • Jul 2023 - Present

      Altitude Software Altitude Software

  • Sitel Group
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Onsite Engineer
      • Nov 2019 - Jul 2023

      Onsite IT Engineer (OSE) is responsible for supporting all site based IT at the Sitel site(s) and for supporting the business in all aspects of ‘local’ IT service. We also need to engage with other teams (internal or external) in other to mitigate \ troubleshoot external issues.IT skills within a desktop support (Admin level):Laptop and PC general support;Chromebox general support \ enrollments into client domain;Windows - Active Directory administration;Group Policies Administration;Windows OS (Client & Server) Support and Troubleshoot;Managing Anti-Virus clients and Microsoft patches (WSUS);Dell / HP Server hardware;Support Microsoft Office Tools;Building & imaging Hardware (MEMC)DNS, DHCP management:Network printer support (Server & Client);AWS, Appstream and Thinkiosk Support and VM Creation;Troubleshoot Softphone and Hardphone architecture; Duo MFA Authentication support;Helping on Projects implementation; Show less

    • Team Lead Supervisor
      • Feb 2017 - Nov 2019

      Responsable to manage and coordinate a team 37 (SP) on HP Consumer HelpDesk.Responsabilities:Providing coaching and support to agents in order to improve performance and individual results;Reporting to Operation Manager daily KPI's achievement and action plans for gaps identified;Ensure that service level are achieved in a daily basis;Ensure that sNPS is on target, daily analises of customer surveys and provide feedback to the agents;Manage vacations / lunch time and absentism;Create motivations plans;Provide feedback to 2nd level Technical Mentor about agents technical gaps and arrange technical trainings with them;Manage montly forecast;Elaborate and present week reviews directly to customer;Manage and implement new services;Create and elaborate Excel files / scorecards to have a better control about team performance;Present in a weekly basis the results directly to the client and the actions on going.Participate in the process of new hires;Grant that all the workstations are ready to the go live.Organize monthly meetings with the team.create ticks if anything is need in terms of IT, networking, facilities, etc;Monthly call calibration with client and agents;Help mentors on the floor with technical doubts or TS;Identify possible issues that might be impacting the metrics and showing/presenting the ividences to OM and client. Show less

    • Technical Support Specialist - Hewlett-Packard project at Foundever
      • Sep 2009 - Feb 2017

      Responsible for the coordination of 35 technical support agents answering technical support calls for HP (Hewlett Packard) as 2nd level technician.Responsabilities: Perform a daily case analysis to provide faster and accurate technical solutions for agents to better support customers.Daily Floor walking in order to help agents with most complex issues during the calls, in order to avoid repeated calls or repeated issues;sNPS Analize;Received training from HP and provide those trainings to the agents (NPI's / Troubleshooting / refresh);Identify technical gaps and provide proper training;Help Team Manager to cordinate lunch time / SL and breaks; Show less

    • Técnico de helpdesk
      • Aug 2007 - Sep 2009

      Provide phone support for inkjet and laserjet Printers (Consumer). Helping customer to solve Hw and SW issues on windows and Mac Os systems;Provide support on network connection(WAN & WLAN) and also on usb;Fax configuration;

Education

  • Escola Secundária de Sto André
    Curso Geral, Agrupamento 1 - Científico-Natural
    2005 - 2006

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