Looks like you have JavaScript disabled. For the full Twine experience, you will need to re-enable it.

I am a dedicated IT support professional with experience providing Level 1 technical assistance to users through phone, email, chat, and remote-support channels. I troubleshoot Windows, Microsoft 365, Active Directory, Citrix Workspace, hardware, printers, VPNs, and network connectivity while managing incidents and service requests in ServiceNow and meeting SLA requirements.…

Inocêncio José Mabiala





I am a dedicated IT support professional with experience providing Level 1 technical assistance to users through phone, email, chat, and remote-support channels. I troubleshoot Windows, Microsoft 365, Active Directory, Citrix Workspace, hardware, printers, VPNs, and network connectivity while managing incidents and service requests in ServiceNow and meeting SLA requirements.…

Available to hire

I am a dedicated IT support professional with experience providing Level 1 technical assistance to users through phone, email, chat, and remote-support channels. I troubleshoot Windows, Microsoft 365, Active Directory, Citrix Workspace, hardware, printers, VPNs, and network connectivity while managing incidents and service requests in ServiceNow and meeting SLA requirements.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Advanced

Spanish; Castilian

Intermediate

Portuguese

Fluent

Work Experience

Service Desk Senior Analyst at HCL Technologies

April 16, 2025 - Present

Provide Level 1 IT support through phone, email, chat, and remote-support tools. Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, Citrix Workspace, hardware, printers, VPNs, and network issues. Administer Active Directory accounts, manage ServiceNow incidents and requests, handle calls through Amazon Connect, document resolutions, meet SLAs, and escalate complex issues to appropriate resolver groups.

Service Desk Specialist at Diebold Nixdorf

September 1, 2023 - Present

Handling customer calls and messages via online channels, providing solutions and alternatives to ensure customer satisfaction. Responsible for troubleshooting common software, hardware, and network issues.

IT Analyst, Senior Process Executive (Maps Reporting) at Cognizant

June 1, 2023 - October 25, 2025

Reporting problems from customers and providing real-time updates on public transportation disruptions. Responsible for testing new procedures and validating information through various communication methods.

IT Analyst, Senior Process Executive (Maps Reporting) at Cognizant

September 1, 2022 - June 1, 2023

Reported issues from customers, client employees, business owners, surveyors, and data-feed updates. Monitored and reported public transportation disruptions and road incidents for Maps Transit operations across multiple countries. Tested new procedures, provided feedback on tools and workflows, performed validation by phone or email, and researched information using online sources in multiple languages.