Hi, I’m
CHARLLES PEREIRA COSTA
Helsinki,18
Summary
IT Support Specialist with 5+ years of Tier 1–2 experience delivering both on-site and remote support across healthcare and education environments, including HUS Hospitals, Aalto University, and the University of Helsinki. Strong expertise in Microsoft 365, Azure AD, Active Directory, Windows 10/11, SCCM, and Windows Autopilot. Proven 95% first-contact resolution rate and a track record of improving onboarding, troubleshooting speed, and user experience through process optimization and automation.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
13
years of professional experience
1
Certification
Work History
Dustin Finland Oy
IT Support Technician
05.2020 - 04.2025
Job overview
- Delivered Tier 1–2 technical support for 500+ endpoints across hybrid environments (on-site and remote).
- Achieved a 95% first-contact resolution rate within healthcare and university-sector clients.
- Managed identity and access via Active Directory and Azure AD, including MFA and permissions.
- Supported Windows/macOS devices using SCCM, Intune, and Autopilot deployment tools.
- Troubleshot LAN/WAN, Wi-Fi, VPN, and ensured 99.9% uptime standards.
- Automated workflows using PowerShell and authored technical documentation.
YIT / Consti / LVIS
Infrastructure & Technical Specialist
01.2012 - 01.2020
Job overview
- Performed infrastructure support, diagnostics, and equipment installation across various sites.
- Maintained zero-incident safety record for 9 consecutive years.
- Interpreted technical drawings and ensured configuration accuracy.
- Developed high technical discipline before transitioning fully to IT roles.
Education
Laurea University of Applied Sciences
BBA from Business Information Technology
09.2028
University of Turku
from AI & Cybersecurity Studies
12.2025
Varia
Vocational Qualification in ICT from IT Support Specialist
01.2023
Skills
- Proficient in managing Active Directory and cross-platform environments
- Endpoint Management: SCCM, Autopilot, Intune, imaging, provisioning
- Network infrastructure management
- Scripting with PowerShell and Bash
- Support: Incident handling, documentation, customer support
Certification
- Microsoft IT Support Specialist
- Google Cybersecurity Professional
- Microsoft Certified Solutions Associate (MCSA)
- Cisco IT Essentials
LANGUAGES
English (C2)
Finnish (C2)
Portuguese (Native)
Spanish (C2)
French (B1)
Italian (B1)
Timeline
IT Support Technician
Dustin Finland Oy
05.2020 - 04.2025
Infrastructure & Technical Specialist
YIT / Consti / LVIS
01.2012 - 01.2020
University of Turku
from AI & Cybersecurity Studies
Varia
Vocational Qualification in ICT from IT Support Specialist
Laurea University of Applied Sciences
BBA from Business Information Technology