IT Professional · Dublin, Ireland

Johnys
Cavalcante

🇧🇷  ·  💻  ·  🇮🇪

Technical Support Agent with 10+ years of IT experience across Brazil and Ireland — skilled in Microsoft 365, Azure AD, and Intune.

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About

Tech-driven.
People-first.

Originally from Brazil and based in Dublin since 2017, I bring over 10 years of IT experience — from managing state-wide Help Desk operations at Sesc Goiás to supporting 1,000+ users across Europe at Staycity Group.

My path to Dublin wasn't a straight line. After relocating, I worked in retail and hospitality — roles that sharpened my communication, resilience, and ability to read people under pressure. At Staycity Group I joined as a Front Desk Receptionist, progressed to Night Manager, and ultimately moved into the IT Support team — a transition that reflects both my technical roots and the trust I built within the organisation.

That journey shapes how I work: with technical precision, genuine empathy, and a deep understanding that great support is as much about people as it is about systems. Currently deepening my expertise in cloud infrastructure — because the best engineer never stops being curious.

🇧🇷 Portuguese (Native) 🇮🇪 English (Professional) Dublin-based
10+
Years in IT
1K+
Users Supported
L1/L2
Support Levels
5+
Qualifications

Capabilities

Core Skills

☁️

Microsoft Cloud Ecosystem

Microsoft 365Azure AD / Entra ID Exchange OnlineSharePointTeams
🛡️

Device & Identity Management

Microsoft IntuneMDM / MAM Conditional AccessMFAEndpoint Management
🖥️

IT Support & Helpdesk

L1/L2 SupportServiceDesk Plus Incident ManagementITILCOBIT
🌐

Networking & Infrastructure

TCP/IPDNS / DHCP VPNActive DirectoryWi-Fi Management
⚙️

Systems & Provisioning

Windows 10/11macOS User ProvisioningAsset ManagementMobile Device Support
🤝

Leadership & Soft Skills

Team ManagementDispute Resolution Customer EmpathyCross-cultural Comm.Staff Coaching

Career

Work Experience

IT Experience
Sep 2022 — Present
Technical Support Agent
Staycity Group · Dublin, Ireland
  • Provide first-line technical assistance to users via phone, email, and Service Desk Plus
  • Administer Microsoft 365, Azure AD/Entra ID, and Microsoft Intune environments
  • Manage mobile device accounts, printer, and Wi-Fi services to ensure seamless operations
  • Conduct remote troubleshooting and guide users through problem-solving processes
  • Escalate unresolved issues and relay feedback to improve service delivery
Nov 2014 — Sep 2016
IT Help Desk Team Manager
Sesc Goiás · Goiânia, Brazil
  • Oversaw Help Desk staff across the state, ensuring timely and effective user assistance
  • Managed procedures for identifying, prioritising, and resolving end-user help requests
  • Maintained and updated ServiceDesk Plus (ManageEngine) for full IT issue visibility
  • Conducted performance evaluations and developed hiring assessments for the team
2009 — 2014
Help Desk Technician
Sesc Goiás · Goiânia, Brazil
  • Provided state-wide installation, configuration, maintenance, and support for devices and systems
  • Managed user accounts, recorded service calls, and delivered mobile device support
  • Trained and assisted end users across multiple locations, ensuring operational continuity
2008 — 2009
Call Center Help Desk
BrasilCenter · Goiânia, Brazil
  • Maintained customer relationship channels to enhance communication and satisfaction
  • Streamlined the customer service process to improve efficiency and responsiveness
Additional Experience
Mar 2022 — Sep 2022
Night Manager
Staycity Group · Dublin, Ireland
  • Supervised Front Desk staff, ensuring adherence to service standards and providing ongoing coaching
  • Oversaw night operations to guarantee guest satisfaction and safety, addressing issues promptly
  • Collaborated with Housekeeping to maintain service quality and enforced safety procedures
Nov 2021 — Mar 2022
Front Desk Receptionist
Staycity Group · Dublin, Ireland
  • Supervised Front Desk staff to ensure compliance with operational standards
  • Completed night audits and prepared reports, collaborating with Housekeeping to uphold service quality
  • Coordinated staff activities while prioritising guest satisfaction and safety
Mar 2019 — Nov 2021
Sales Associate
TK Maxx · Dublin, Ireland
  • Delivered exceptional customer service by greeting patrons and assisting in locating merchandise
  • Maintained high standards of merchandising and organised store displays
  • Processed sales transactions efficiently, ensuring a seamless checkout experience
Dec 2017 — Mar 2022
Sales Assistant
Poundland & Dealz · Greater Dublin
  • Delivered exceptional sales service while maintaining high levels of customer satisfaction
  • Ensured store conditions met visual merchandising standards to create an inviting atmosphere
  • Leveraged interpersonal skills to enhance customer interactions and overall shopping experience

Academic

Education & Credentials

In Progress · 2026 — 2027
Postgraduate Certificate, Cloud Computing
Dublin, Ireland
Feb 2021 — May 2022
Master's Degree, Dispute Resolution
Independent College Dublin
Feb 2020 — Feb 2021
BA (Hons), Business Studies
Independent College Dublin
Mar 2015 — Jun 2016
Post-Graduate Diploma, IT Management & Governance
Centro Universitário Senac · Brazil
Jul 2013
Professional Certificate, ITIL & COBIT Fundamentals
Master House Consulting and Training
Feb 2017 — Jan 2019
English Language Proficiency
SEDA College · Dublin

Let's Connect

Get In Touch

Open to new opportunities in IT infrastructure, cloud support, and technical operations. I'd love to hear about roles where I can make a real impact.

johnys.eu@gmail.com LinkedIn johnyscavalcante.com