Dynamic IT Support Technician with a proven track record at Dustin Finland Oy, delivering exceptional Tier 1 & 2 support and achieving a 95% first-contact resolution rate. Skilled in network troubleshooting and incident management, I excel in optimizing processes and enhancing user experiences through advanced technical solutions and effective communication.
Hi, I’m
CHARLLES PEREIRA COSTA
Helsinki,00
Summary
Overview
13
years of professional experience
3
Certification
Work History
Dustin Finland OyHelsinki
IT Support Technician
05.2020 - 04.2025
Job overview
- User Support & Incident Management: Delivered Tier 1 & 2 support for 500+ endpoints across government (HUS Hospitals) and education sectors (Aalto, Helsinki University), achieving a 95% resolution rate on first contact.
- Identity & Access Management: Administered user accounts, permissions, and security policies via Active Directory and Azure AD to optimize client workflows.
- Device Management: Managed the configuration and deployment of enterprise-grade hardware using SCCM and Windows Autopilot, streamlining provisioning for new employees.
- Network Troubleshooting: Diagnosed LAN/WAN connectivity issues and maintained physical network infrastructure to ensure 99.9% uptime standards were met.
- Mixed-OS Administration: Utilized command-line tools (PowerShell/Bash) for troubleshooting and automation within Windows and Linux environments.
YIT / Consti / LVISHelsinki
Infrastructure & Technical Specialist
01.2012 - 01.2020
Job overview
- Technical Discipline: Transitioned from a highly technical mechanical background, bringing rigorous attention to detail and blueprint interpretation skills to IT troubleshooting.
- Safety & Process: Maintained a zero-incident safety record over 9 years through strict adherence to operational protocols and risk assessment.
Education
Laurea University of Applied SciencesVANTAA
BBA from Business Information Technology
09-2028
University Overview
Part-time / Multiform/ Evening Studies
University of TurkuTurku
Associate of Applied Science
12.2025
University Overview
Vantaa Vocational College VariaVantaa
Vocational Qualification in ICT - IT Support Specialist
01.2023
University Overview
Skills
- Microsoft ecosystem: Azure and Office 365
- IT support
- Network troubleshooting
- Process optimization
- Problem analysis
- Technical documentation
- Database administration
- Advanced troubleshooting
- Mobile device management
- Remote desktop support
- Incident management
- Ticketing system experience
- Hardware installation
- Security protocols
- Help desk support
- Wireless networking
- Application support
- System configuration
- Operating system support
- Hardware and peripherals
- Hardware upgrades
- Mac systems
- Data entry
- Call center operations
- Microsoft certified solutions associate (MCSA) certificate
- Service support
- Active Directory management
- System Center Configuration Manager (SCCM)
- Windows Autopilot deployment
- Dynamics AX proficiency
- Operating systems: Windows 10/11 and Server 2019/2022
- Linux administration: Red Hat, Ubuntu, Debian
- MacOS support
- Scripting and automation: PowerShell and Bash
- Networking fundamentals: TCP/IP, DNS/DHCP, VPN troubleshooting
- Basic Cisco and Aruba switching
Certification
- Microsoft IT Support Specialist
- Google Cybersecurity Professional
- Cisco IT Essentials
Languages
Languages
C1 Advanced, C1 Advanced, Native, Native, FluentPersonal Information
Personal Information
Title: IT Support Specialist | Service Desk & System AdministrationLanguages
English
Proficient (C2)
C2
Finnish
Proficient (C2)
C2
Portuguese
Native
Native
Spanish
Proficient (C2)
C2
French
Intermediate (B1)
B1
Italian
Intermediate (B1)
B1
Timeline
IT Support Technician
Dustin Finland Oy
05.2020 - 04.2025
Infrastructure & Technical Specialist
YIT / Consti / LVIS
01.2012 - 01.2020
Laurea University of Applied Sciences
BBA from Business Information Technology
University of Turku
Associate of Applied Science
Vantaa Vocational College Varia
Vocational Qualification in ICT - IT Support Specialist