Available to hire
Hi, I’m Leonardo Francisco Arias, a bilingual IT professional fluent in Portuguese and English. I’m an Electronics Technician and IT Maintenance & Support Technician with extensive experience in technical support and customer service.
I’ve delivered IT help desk support for Sykes, IBM, HP, and the Inter-American Development Bank in Portuguese and English, handling password resets, account unlocks, remote access, VPN, Office 365, and device troubleshooting across calls, tickets, and chats.
Experience Level
Expert
Expert
Intermediate
Intermediate
Intermediate
Language
Portuguese
Fluent
English
Fluent
Work Experience
Network Support Specialist at SYKES LATIN AMERICA
March 1, 2014 - September 3, 2025Provided technical support to Cisco routers and switches using Putty terminal emulator to check WAN/LAN status. Dispatched technicians to resolve optical fiber faults. Delivered bilingual support in English and Portuguese via calls, tickets, and chats.
Portuguese Service Desk at IBM
December 1, 2015 - September 3, 2025Managed password resets, unlocked client accounts, and administered user groups in Active Directory. Remotely accessed user computers via "Any desk" program and handled ticketing through Service Now. Provided support via calls and tickets in Portuguese only.
IT Support Analyst II for HP Brazil at HEWLETT PACKARD
December 1, 2019 - September 3, 2025Performed password resets, unlocked user accounts, opened tickets with Salesforce, installed and repaired Office software, managed distribution lists and shared mailboxes. Resolved Outlook issues, added printers to network, and connected users via Pulse VPN. Provided support in Portuguese through calls and tickets.
IT Help Desk at INTER AMERICAN DEVELOPMENT BANK
July 1, 2025 - September 3, 2025Responsible for password resets, unlocking user accounts, and opening tickets in Service Now. Installed and repaired Office applications, fixed Outlook issues, created and managed distribution lists and shared mailboxes, added network printers, and connected users via Global Protect VPN. Used "Log Me In" for remote access and supported Virtual Machine (VDI) users. Experienced with Azure Active Directory / MS Entra ID. Provided bilingual support in English and Portuguese via calls, tickets, and chats.
Network Support Specialist at SYKES LATIN AMERICA
March 31, 2014 - October 16, 2025Provided technical support for Cisco routers and switches, used Putty to verify WAN/LAN interfaces, dispatched field technicians for fiber fixes, and supported customers via calls, tickets, and chats in English and Portuguese.
Portuguese Service Desk at IBM
December 31, 2015 - October 16, 2025Password resets, account unlocks, AD group management, remote access via AnyDesk, and ticketing in Portuguese using ServiceNow.
IT Support Analyst II at HEWLETT PACKARD (HP Brazil)
December 31, 2019 - October 16, 2025Password resets, account unlocks, SF tickets, Office installation/repair, distribution list/shared mailbox management, printer/network setup, VPN (Pulse), and Portuguese-language support via calls and tickets.
IT Help Desk at INTER AMERICAN DEVELOPMENT BANK
July 31, 2025 - October 16, 2025Password resets and account unlocks, ServiceNow ticketing, Office install/repair, Outlook, distribution lists/shared mailboxes, printers, Global Protect VPN, remote support with Log Me In, VDI, Azure Entra ID, bilingual support (English and Portuguese).
Education
High School Diploma at Liceo Nocturno Alfredo González Flores
January 11, 2030 - September 3, 2025Portuguese at Centro de Estudos Brasileiros
January 11, 2030 - September 3, 2025English at Cultural Center of Languages
January 11, 2030 - September 3, 2025Electronics Technician at INA
January 11, 2030 - September 3, 2025IT Maintenance and Support Technician at IPEC – Barva
January 11, 2030 - September 3, 2025High School Diploma at Liceo Nocturno Alfredo González Flores
January 11, 2030 - October 16, 2025Electronics Technician at INA
January 11, 2030 - October 16, 2025IT Maintenance and Support Technician at IPEC – Barva
January 11, 2030 - October 16, 2025Portuguese Language Studies at Centro de Estudos Brasileiros
January 11, 2030 - October 16, 2025English Language Studies at Cultural Center of Languages
January 11, 2030 - October 16, 2025Qualifications
Cisco CCNA (modules 1 & 2)
January 11, 2030 - September 3, 2025Cisco CCNA (Modules 1 & 2)
January 11, 2030 - October 16, 2025Cisco CCNA (Modules 1 & 2)
January 11, 2030 - October 16, 2025Industry Experience
Computers & Electronics, Financial Services, Professional Services, Non-Profit Organization, Software & Internet, Telecommunications
Experience Level
Expert
Expert
Intermediate
Intermediate
Intermediate
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