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Ardilles Felix
Looking for a jobIT Support Intern
IT Support Intern at CESAR, resolving Tier 1 and Tier 2 tickets and streamlining responses with Claude.
BrazilIT Support Intern at CESAR
About
At CESAR, I triage and resolve Tier 1 and Tier 2 support tickets in GLPI and Jira Service Management. I also use Claude to analyze recurring issues and draft standardized responses and knowledge base articles.
I handle onboarding and offboarding through account provisioning, MFA setup, password resets, and device setup with Zoho Endpoint Central. I provide remote support with TeamViewer for SaaS applications, peripherals, and macOS and Windows issues.
Previously, I provided first- and second-line support at the Brazilian Army and worked as a Junior Support Technician at Um Telecom, troubleshooting connectivity issues and monitoring alerts in Zabbix and Grafana. I’m based in Recife, fluent in English, and available for overnight and weekend shifts.
Experience
IT Support Intern
Triage and resolve Tier 1 and Tier 2 support tickets in GLPI and Jira Service Management, prioritizing by urgency and impact. Handle onboarding and offboarding end to end, including account provisioning and device setup via MDM.
GLPIJira Service ManagementGoogle WorkspaceMicrosoft 365OktaMFAZoho Endpoint CentralTeamViewerMacOSWindowsClaudeKnowledge Base
IT Support Assistant
Provided first- and second-line support, including remote sessions, for users on Windows and Linux. Resolved OS faults, mapped drives, network printers, and hardware issues, and maintained IT runbooks.
Windows
Education
Cesar School
Pursuing a degree in Systems Analysis and Development, ongoing since March 2026.
Pursuing a degree in Systems Analysis and Development, ongoing since March 2026.
ETEPAM
Completed a technical program in IT Maintenance and Support from 2020 to 2022.
Completed a technical program in IT Maintenance and Support from 2020 to 2022.