LEANDRO F.

✨ Newly Added

Senior Technical Support Engineer

Brazil6+ years experienceAvailable now$3,200/mo

Compare at US rates $9,600/mo?

AI Experience

✨ Gemini - Uses it as his primary AI tool for obtaining direct technical answers without searching through multiple websites, conducting quick technical research, generating/debugging code, and creating design and image assets.

✨ Microsoft Copilot Studio NotebookLM - Leveraged these tools to build an automated, AI-driven internal Knowledge Base and Q&A assistant by feeding in company SOPs and procedures, accelerating L1/L2 onboarding and centralizing team documentation.

✨ ChatGPT & Claude - Uses them alongside Gemini to compare answers, troubleshoot technical issues, speed up daily tasks, write PowerShell automation scripts, and run local/home-lab AI experiments.

Notable Highlight

7+ years in Senior IT/Endpoint Support; led cloud data migrations to SharePoint and managed global Intune/Jamf deployments across 15,000+ devices. Works hands-on with Gemini, Microsoft Copilot Studio NotebookLM and ChatGPT & Claude - the AI Experience section above has the examples.

Experience Summary

Leandro is a Senior Endpoint and Digital Workplace Engineer with over 7 years of experience managing global, enterprise, and remote IT environments across Windows, macOS, and Linux fleets. He demonstrated expert-level proficiency in Microsoft Intune, Autopilot, and Jamf Pro, leading massive global deployments including software packaging and remote access rollouts across 15,000 endpoints. His technical background included administering Entra ID, M365, and Google Workspace, executing file server data migrations into SharePoint with zero data loss, automating IT workflows via PowerShell, and leveraging generative AI to build centralized team knowledge bases.

Key Achievements

Directed end-to-end implementation of Dameware Remote Everywhere across approximately 15,000 global endpoints at a previous company with automated deployment strategies. Architected and deployed an AI-driven Knowledge Base using Microsoft Copilot Studio that accelerated L1/L2 onboarding and mobile-first auditing systems via Power Automate and QR-code scanning. Designed comprehensive hardware inventory overhaul, restructuring legacy data and normalizing ServiceNow CMDB for accurate lifecycle management across multiple sites.

Skills

Brings hands-on experience across IT Support (L1/L2/L3), Senior Endpoint and Digital Workplace Engineering, Microsoft Intune (Autopilot and Compliance Baselines), Jamf Pro (macOS), Entra ID (Azure AD) and Identity Management (IAM) and Microsoft 365 and Google Workspace Admin. Also works across SharePoint Data Migration, E-Commerce Support (Shopify / ERP Integrations), Remote Wipes and Onboarding/Offboarding, PowerShell and Bash Automation, Generative AI Tools (Gemini, NotebookLM, Copilot Studio) and Networking and Connectivity Troubleshooting (Wi-Fi, VPN, DNS).

Work Experience

Senior Technical Support Engineer

a previous company · Mar 2025 - May 2026

Directed the end-to-end implementation of Dameware Remote Everywhere (DRE Cloud) for ~15,000 global endpoints, driving automated deployment strategies and secure access through Microsoft Intune and GPO.
Led Intune endpoint management activities (policies, compliance, security baselines, device administration) and supported macOS operations through Jamf Pro, ensuring stable digital workplace operations across Windows/macOS endpoints.
Leveraged Generative AI (Google NotebookLM / Gemini) to modernize team knowledge management, curating and feeding internal SOPs to build an automated, compliance-aligned Q&A assistant for IT operations.
Governed ITSM workflows and incident queues via Jira Service Management, while architecting a comprehensive Knowledge Base (KB), SOPs, and RCA reports in Confluence to streamline technical operations.
Performed Root Cause Analysis (RCA) for critical OS and system incidents, producing clear reports and corrective actions in collaboration with global/local teams.
Built PowerShell automation and Power Automate flows to reduce manual work, standardize support actions, and improve response time/consistency.
Contributed to provisioning/imaging initiatives, including golden image discussions and requirements alignment to support consistent endpoint builds.
Supported environments and workflows where SCCM/MECM was part of the endpoint ecosystem, adapting confidently alongside legacy deployment processes.
Delivered L3/Escalation Support in high-demand factory-floor environments, owning complex tickets end-to-end and consistently driving issues to resolution.
Architected and deployed a mobile-first automated auditing system (via Power Automate and Microsoft Lists) utilizing QR-code scanning to proactively monitor workstation health, seamlessly triggering ServiceNow incidents and reducing downtime.
Architected a complete hardware inventory overhaul for the local site, restructuring legacy data and normalizing the ServiceNow CMDB to ensure accurate lifecycle management and hardware compliance.
Successfully engineered and deployed an internal AI-driven Knowledge Base using Microsoft Copilot Studio, centralizing technical SOPs into an interactive assistant that drastically accelerated L1/L2 onboarding and streamlined daily troubleshooting operations.

IT Infrastructure Specialist / Endpoint Administrator

a previous company · Sep 2024 - Mar 2025

Spearheaded the technical administration and backend integration of global e-commerce platforms, including Shopify and eBay, optimizing digital storefront operations, inventory synchronization, and automated order routing.
Architected API connections and automated workflows between e-commerce ecosystems (Shopify, eBay) and internal business systems, ensuring high availability, data integrity, and seamless user experiences for high-volume sales channels.
Managed endpoint administration and compliance using Microsoft Intune and supported macOS fleet workflows with Jamf Pro, reinforcing a secure, standardized endpoint posture.
Built PowerShell automation and Bash scripts to streamline recurring tasks, improve consistency, and reduce manual effort across EUC operations.
Administered Linux hosting infrastructure (WHM/cPanel), DNS/domain management, and WordPress operations, ensuring high availability for business-critical platforms.
Architected monitoring dashboards (Grafana/Prometheus) and automated operational workflows (Pabbly/Monday.com), driving proactive incident response and streamlined technical documentation.
Delivered L3/Escalation Support across Windows, macOS, and Linux endpoints, alongside administering SaaS environments (Google Workspace) to resolve complex OS and software incidents.

IT Support Engineer / Endpoint Administrator

MTOA@ · Feb 2024 - Sep 2024

Administered endpoint management across Microsoft Intune and Jamf Pro, supporting provisioning, policy enforcement, compliance, and macOS fleet operations.
Managed Identity and Access Management (IAM) and governance workflows across Entra ID (Azure AD) and internal SSO platforms, streamlining user provisioning, role-based access control (RBAC), and automated lifecycle operations.
Administered enterprise collaboration platforms, acting as the primary Slack Administrator to manage user lifecycles, access policies, and workspace governance.
Created and improved SOPs and Knowledge Base documentation to standardize support processes and reduce repeat issues.
Governed IT Asset Management (ITAM) operations and hardware logistics, ensuring end-to-end lifecycle tracking and compliance readiness for enterprise audits.
Provided admin support for Google Workspace and end-user client configuration troubleshooting.
Delivered high-volume Escalation Support for corporate users, handling complex investigations and driving tickets to resolution via Zendesk with a strong SLA focus.

Infrastructure Support Engineer

TPB · Aug 2023 - Nov 2023

Executed sensitive data migrations from legacy local file servers to secure, RBAC-controlled SharePoint repositories, aligning with strict financial compliance and governance standards.
Managed Identity and Access Management (IAM) and governance workflows across Entra ID and Okta, automating lifecycle operations and RBAC configurations.
Built PowerShell automation to speed up recurring technical tasks and improve consistency across the digital workplace estate.
Deployed and supported Windows and Linux virtual machines using VMware, including troubleshooting and operational maintenance.
Supported Linux microservices/app deployments (e.g., WildFly) and routine backup administration.
Performed database queries and basic maintenance activities on Oracle and MySQL in AWS/on-prem contexts to support operational stability.
Managed ITSM workflows and incident lifecycles through ServiceNow, maintaining clean documentation and resolution notes.
Operated within SCCM processes for software deployment and imaging workflows.
Delivered L3/Escalation Support in a high-pressure financial environment, owning critical incidents end-to-end to ensure business continuity.

IT Infrastructure Analyst

SPAED · Mar 2022 - Apr 2023

Engineered and executed a critical, large-scale data migration project, successfully transitioning legacy physical file servers to a modern, cloud-based SharePoint architecture built entirely from scratch.
Architected SharePoint site structures, permission matrices, and document libraries to ensure strict data governance, while creating comprehensive SOPs and delivering end-user training to drive seamless cloud adoption.
Managed Windows Server (on-premises) administration and Active Directory operations (users/groups/GPO concepts), supporting secure access and stable services.
Delivered endpoint provisioning and standardized builds using SCCM imaging workflows, ensuring consistent, repeatable device setups.
Built PowerShell automation to streamline common IT administrative tasks and reduce manual effort.
Administered Microsoft 365 / Office 365 tenant operations and supported Outlook/Office client configuration.
Managed endpoint security and antivirus posture via Kaspersky, ensuring compliance and incident prevention.
Produced SOPs, technical documentation, and supported vendor/contract management activities for operational improvements.
Supported network fundamentals, including router/switch configuration and troubleshooting, to maintain office connectivity.
Provided advanced End User Support across Windows, macOS, Android, and iOS.

Junior IT Infrastructure Engineer

JS · Feb 2021 - Apr 2022

Supported B2B/B2C retail operations by administering backend integrations for e-commerce platforms (Shopify), ensuring high availability for inventory synchronization and order routing systems.
Assisted in the company's digital transformation strategy by migrating legacy on-premises file shares to Microsoft 365/SharePoint, improving remote collaboration and data security.
Managed Windows Server (on-premises) administration and core Active Directory operations.
Managed Slack enterprise workspaces, overseeing identity provisioning, role-based access control (RBAC), and secure third-party application integrations.
Supported virtualization for Windows and Linux workloads using Hyper-V and VMware, assisting with provisioning and maintenance.
Created SOPs and technical documentation to standardize recurring procedures and accelerate support resolution times.
Operated within endpoint provisioning workflows, including SCCM usage for deployment and imaging.
Provided network fundamentals support, resolving router, switch, and connectivity issues.
Delivered escalated support for Windows, macOS, and iOS endpoints, driving issues to resolution through remote tools (AnyDesk, TeamViewer).