Summary
Overview
Work History
Education
Skills
Personal Information
Websites
Certification
Languages
References
References
Timeline
SoftwareDeveloper
HÉLIO DA CONCEIÇÃO CHIRRUCO

HÉLIO DA CONCEIÇÃO CHIRRUCO

Information Tecnology
Maputo,MPT

Summary

Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team.

Overview

17
17
years of professional experience
1
1
Certification

Work History

IT Support Service Desk

Innovate IT Africa
Maputo
03.2023 - 08.2023
  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or app.
  • Perform remote troubleshooting through diagnostic
    techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide On-Site Support to clients where necessary.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in Helpdesk Software.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Keep confidential all applicant, client, and company
    proprietary information.
  • Document all work undertaken and generate support documentation where needed.

Field Engineer

Quantum Technologies Lda
02.2020 - 09.2023
  • IT Support and Network infrastructure management.
  • Installed and configured network hardware, software, and cabling for customers.

NMC Coordinator

Vodacom Mozambique
02.2014 - 09.2018
  • Monitoring and Troubleshooting Network Elements such as Ip Networking, Transmission, Radio Access, Core Network (CS and PS Core),HLR provide remote support the field engineers
  • Createdaily report of all faults on the network and forward failures to line management according to the fault escalation procedure
  • Tracking of outstanding failures and customer complaints

Call Center Agent

Vodacom Mozambique
06.2013 - 02.2014
  • Customer care Mobile data support
  • Assisted customers with inquiries, issues and complaints via telephone, email and chat.

IT Support Specialist

F3M Mozambique
Maputo
01.2013 - 05.2013
  • Provided technical support to clients via phone, email, and remote access.
  • Assisted colleagues with complex IT problems or inquiries.
  • Configured workstations, networks, servers and printers for end users.
  • Installed software applications as requested by customers.

Technical IT Helpdesk

Computing Center of Eduardo Mondlane University (CIUEM)
06.2010 - 12.2012
  • Computer Maintenance at Software and Hardware Level, Network equipment configuration and installation, Network Cabling between different station of the Eduardao Modlane University, Provide support students and all employers support on IT area

Freelancer

Self Employed
01.2007 - 01.2011
  • Provide assistence on IT area, Installing software and Hadrware for personal computers, Digitilizing Books and Documents.

Education

Cisco Certified Network Associate Routing and Switching (CCNA R&S) - Network Engineering

Brain Storm Academy
10.2019

Computing Science - Professional technical education

Institute of Transport And Communications (ITC)
06.2011

Mozambican Secondary Education - 12

Laulane Secondary School
Maputo
12.2009

South African Primary education - 6

Day By Day Primary School
01.1999

Skills

  • Cisco LAN Switching and Routing
  • IT and Telecom Infrastructures Management
  • Data Network Cabling
  • Knowledge on VHF/UHF radios, VHF mobile/base station, HF mobile/base station
  • Knowledge on configuration on Network Equipments of different brands such as Dell, Mikrotik, TPLink, D-Link, Cisco and more available on Networking Market
  • Software Installation
  • Data Recovery
  • Hardware Diagnostics
  • Hardware Upgrades
  • Complaint Resolution
  • DHCP/DNS Ethernet and Firewall Proficient
  • Issue Troubleshooting
  • LAN/WAN

Personal Information

  • Date of Birth: 08/08/1986
  • Nationality: Mozambican

Certification

  • Mobile Voice Switching Core Network Operation and Maintenance (By Nokia)
  • Packet Core Network Optimization
  • Doing Whats Right training included the following packages: Anti-Corruption, Code of Conduct, Security, Privacy and Health & Safety
  • Cisco Certified Network Associate Routing and Switching(CCNA R&S)
  • Computing, Communication, and Business Integration for CASP

Languages

Portuguese
First Language
English
Upper Intermediate (B2)
B2

References

  • Paulo Machado - "Net4SysOps", Founder/CEO, 823500060
  • Reginaldo Andre Uetela - "CIUEM", IT Manager, 828032300
  • Feissal Marques - "Vodacom Mozambique", NMC Manager, 849906840
  • Joaquim Duart - "Vodacom Mozambique", M-Pesa Support, 849905072

References

References available upon request.

Timeline

IT Support Service Desk

Innovate IT Africa
03.2023 - 08.2023

Field Engineer

Quantum Technologies Lda
02.2020 - 09.2023

NMC Coordinator

Vodacom Mozambique
02.2014 - 09.2018

Call Center Agent

Vodacom Mozambique
06.2013 - 02.2014

IT Support Specialist

F3M Mozambique
01.2013 - 05.2013

Technical IT Helpdesk

Computing Center of Eduardo Mondlane University (CIUEM)
06.2010 - 12.2012

Freelancer

Self Employed
01.2007 - 01.2011

Cisco Certified Network Associate Routing and Switching (CCNA R&S) - Network Engineering

Brain Storm Academy

Computing Science - Professional technical education

Institute of Transport And Communications (ITC)

Mozambican Secondary Education - 12

Laulane Secondary School

South African Primary education - 6

Day By Day Primary School

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