Responsibilities:- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.- Designed and deployed effective IT solutions for increased productivity and streamlined operations.- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.- Managed all the Brazilian ITSM (support, services, infrastructure, vendors, etc).- Provide exceptional IT support to internal users, across geographical locations ensuring an overall high level of customer satisfaction on an ongoing basis.- Stage and configure laptops for all new hires set up to ensure all new hires are prepared ready for their employment at Carta.- Present the company's Welcome Day for new hires and teach the most important informations related to IT.- Admin and improve data link, wired and WiFi networks.- Create and maintain an inventory system for all IT equipment (fixed or mobile) and accessories, including new hire laptops and accessories through MDM- Spearhead new projects to update and improve IT within the company.- Provided 1st, 2nd and 3rd level technical support and troubleshooting to internal clients.- Troubleshoot hardware and software issues in person, remotely, and via phone.Some systems and technologies- Cisco Meraki- Banyan- Jamf- One login- Okta- Asana- Jira- Sentinel One- Gsuite Admin- Office 365 Admin- Intune- Mac OSX- VoIP- Envoy

Responsibilities: - participate in executive life and companies decision in line with my operational and managerial background - improve how the activities requested by the executive were received, creating a dynamic, traceable, auditable, and certainty that all activities will be executed and in due time; - agenda and commitments management; - travel planning; - documents dispatch and conference; - files organization; - constant improvement in the flow of information and procedures; - technology and quality improvements (equipment, gadgets, software, and systems); - I used my knowledge in IT, quality and processes to design, implement, manage and operate the ZoHo system in my activities and with the executive bringing several benefits;- support to internal and external customers; - meetings support; - bill payments; - assistance in the development of the business organization;

Responsibilities:- Troubleshot complex technical issues, providing timely resolution to minimize disruptions.- Designed and deployed effective IT solutions for increased productivity and streamlined operations.- Managed IT projects from inception to completion, ensuring on-time delivery within budget constraints.- Developed comprehensive documentation for IT processes, streamlining knowledge sharing among team members.- Managed all the Brazilian ITSM (support, services, infrastructure, vendors, etc).- Managed data/audio/video infrastructure of meeting rooms- Provide exceptional IT support to internal users, across geographical locations ensuring an overall high level of customer satisfaction on an ongoing basis.- Stage and configure laptops for all new hires set up to ensure all new hires are prepared ready for their employment at Carta.- Present the company's Welcome Day for new hires and teach the most important information related to IT.- Admin and improve data link, wired and WiFi networks.- Create and maintain an inventory system for all IT equipment (fixed or mobile) and accessories, including new hire laptops and accessories through MDM- Spearhead new projects to update and improve IT within the company.- Managed data/audio/video infrastructure of meeting rooms- Provided 1st, 2nd and 3rd level technical support and troubleshooting to internal clients.- Troubleshoot hardware and software issues in person, remotely, and via phone.- The office was closed due to COVID pandemicSystems and technologies- Cisco Meraki- Banyan- One login- Okta- Asana- Jira- Sentinel One- Gsuite- Office 365- Mac OSX- VoIP- Envoy

Responsibilities -I was responsible for the performance and design of the IT infrastructure, services and education of the Community Teams in the designated group of WeWork locations-Building running VoIP, Zone Director, Ruckus Network, Enplug, Solstice, Welkio managed by Meraki and other systems-Primary interface for the Member Technology Team providing a positive experience for Members through tailored IT solutions and the development and implementation of installation plans-Support to the Community and Members to solve advanced technical issues and implement corresponding solutions (Windows, OSX, Linux, IOS, Android)-Provide prompt response to Member problems and requests while managing and maintaining the ZenDesk system-Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members-Responsible for identifying new IT Services for Members-Manage and engage third party vendors to perform cabling repairs and approved installs-Coordinate and partner with the Member Technology Networking Services Team with the troubleshooting and resolution of LAN & Wireless Network issues-Coordinate and partner with the Member Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location-based Audio-Visual equipment-Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and the provision of services to our Enterprise Members-Configuration of network printing resources including printer servers, printers and other peripheral devicesMy services were rated by the customers as "Excellent" and "Impeccable" without any bad rate related to my activities.

Responsibilities:- To keep the personal IT environment up and running (notebooks, smartphones, software, VoIP extensions)- To keep shared resources available (systems, printers, networks, firewalls, CPD, videowalls, videoconferencing rooms with Cisco equipment) sometimes supported by the Florianópolis team for special access needs- Control ticket system Jira- People management- Cost analysis of purchases and repairs- Management reporting and asset trackingDuring the interview, I was informed of five items that several months needed completion. Four of them were resolved in less than three months when I was with the company, and the last one was on its way to completion, all with excellence in quality.As reports showed, I had one hundred percent of the ratings as "Excellent," including critical VIP users, on all my calls and activities. I owe a lot to my team and also to the collaborators/users for this success, who always have been very kind to me, even during the adaptation period.Donation of EOL equipment to employees/outsourcers and charity who could not afford to buy equipment such as a notebook for studying.

- In my first few months at the company, I developed and presented to the CEO a project to migrate the users' IT requests which had previously been managed by e-mail, to an ITSM system (OTRS) with an open-source Linux server. This later became the company's standard system for managing internal and external activities and requests, and was also extended to other departments such as Legal, Finance, Administration, HR and Payroll. I mapped the flows of these departments and imported them into the system to maintain the reliability of the company's processes. This system later became essential for the dynamic operations of the departments involved in the 2016 Olympic Games in Brazil- Develop and implement operational standards, policies, and procedures.- Conduct monthly meetings to create business plans and workshops, driving business success.- Provide leadership to enhance team productivity and morale.- Manage, motivated, and developed the Brazilian IT team and served as the POC for the global company.- Manage Brazilian infrastructure, including servers, Intune, network, AD, Exchange, ERP systems (Alterdata, MXM, Humanus), Oracle and MySQL databases, Cisco Meraki firewall, and Mitel VoIP telephony.- Restructure processes and IT systems, reducing costs by 67%, decreasing service time from days to hours, and increasing IT department satisfaction from below 60% to over 90%.- Assets control, ensuring compliance with new internal policies, and implementing Adoti and SpiceWorks- Manage outsourced companies, ensuring supplier quality control.- Participate in board meetings to implement vision, mission, initiatives, and company strategies.- Enhance company knowledge management by securing internal information policies and procedures.- Manage budgets.- Support IT projects, including the RIO 2016 Olympics.- Improved door signaling in meeting rooms taking advantage of unused tablets- Windows 10 migration project- Support Apple, Windows, and Android users.

-Excellence support only to top executives (presidents, vice presidents and assistants)-Management of internal and external tickets-Creation of reports and its presentation-Support to Infrastructure, Projects, Systems departments-Asset control and management-Main point of contact for the Brazilian support with the North American IT department and others around the world-Responsible for the observation, analysis, and suggestion of several points of improvement in the service area and also of others related to IT

-Establish routines and standards in processes and projects-Forming and managing teams-Develop strategies for better customer service by promoting continuous improvement in process management-To contribute to the development of the client portfolio-Contribute to the formation of company strategy-Propose and apply techniques, devices and software to facilitate and optimize activities-Ensure the good presentation of the company and the team-Develop manuals, controls and procedures-Design, implementation and administration of the open source ticketing system and ITIL compliance called OTRS, used today by all departments of the company. Added workflows to keep reliability of company's processes-I designed, implemented and managed the RDP (Remote Desktop) system for optimized work on workstations, files, and all-in-ones computers

During my time at PwC, I have promoted less than four months in the company, I was also responsible for:- Provided complete services to VIP users and equipments (notebook, desktop, Blackberry, iPhone, Symbian and Windows Phone smartphones, Android tablets and Ipad);- Improve the documentation of current procedures and service in general;- Facilitate growth and support within the IT department in terms of people, information and procedures;- Monitor and audit calls from the service queues;- Generate and analyze monthly reports;- Control IT assets of the company;- Control of call queues;- Acting in enterprise-specific tool solutions such as Safeguard and McAfee Endpoint (EEPC)- Be the bridge between the field teams and solver groups outside the country (USA and India)- Support and monitor activities on servers and all Datacenter RIO equipment (storages, links, routers and switches, UPS) during business hours and also 24x7 on-call time;- Provide support to PwC's Infra staff;- Created, managed and executed the new user's laptops rollout (more than 200 laptops), communication with users, automatizing the process through a local LAN (new laptop setup, backup and restore data, secure wiping data of the old laptop, forms to document each procedure with user's approval at the end);- Support and monitor activities on Dell and IBM servers, IBM, data links and IBM library;- Reorganization of the information structure within the team

As Service Desk coordinator, I was responsible for the following activities:- reorganization of all internal and external customer service flow;- reorganization of the information structure within the teams;- reorganization of the telephony structure, mainly of the Service Desk;- reorganization of the ServiceDesk Plus system responsible for the control of requisitions in the company- management of teams: N1 (telephone and remote service), On Site (field service in Rio de Janeiro and other states), LOG (asset logistics) and Asset (asset control). These last two were added to the Service Desk for the good work performed;- training of the entire team for a new structure and updating of knowledge (about IT, procedures, methodologies, etc);- construction, analysis and reporting and proposal of improvements to key users

Citi Paulista Avenue - technical support for the systems and software used by Citi in its headquarters in Brazil- support for packed systems and software packages adapted to a bank-Support to Bloomberg systems for financial news, data and analysisCiti Jaguaré - Warehouse- coordination of the services provided by the computer lab;- assistance to logistics, the administrative department and warehouse;- control of more than 8000 assets of all Citibank warehouse from all over the country;- creation of the asset control system to keep history of each asset inside the Warehouse and maintenance of this database, - fast troubleshooting was crucial to the proper functioning of departments; - technical support to managers in internal and external administrative procedures;- review of processes and flows for greater dynamism of the hole teamFinally, due to my satisfactory performance, Citi's management evaluated me as a "highly recommended" professional when the transition between IT service providers

-analyze and elaborate the current processes of companies and prepare them for certification (QMS-TEC, ISO, PBQP-H, etc.);-conduct the certification process and ensure the understanding of the lowest to the highest position;-ensuring compliance with best practices;-create and / or standardize all existing documentation and workflows

- Support to micro-computing, software, systems and assets of VIP users;- Management of tickets for approximately forty people between secretaries, directors and presidents of the senior management of Souza Cruz and other users from outside the British American Tobacco group;- Elaboration of reports and action plans for the most recurring problems and services and presentation to the IT staff of HP and Souza Cruz;- Support for Souza Cruz's internal Lotus Notes-based control and reporting ticketing system

Responsible for answering telephone requests, remote and local support from the headquarters in Vila Velha/ES and all national retailers.Support to international offices and traveling executives.Support in the implementation of pocket pcs (over one hundred devices) for the automation of the company's salesman fleet. Implantation of the electronic point in this client and in the office in Vitória/ES. I taught some courses to improve the team's internal knowledge. From the second month hired on, according to reports and my manager, I was the best attendant of the team.

I participated in the implementation and coordination of the Service Desk of Penalty in João Pessoa based on PDCA and ITIL methodology. This center serves employees from all over the country and international factories of the company where I sporadically provided support in loco.I used the ASK ticket management system which provides support to methodologies like PDCA/SDCA, LEAN, SIX SIGMA. I was responsible for a Tier 1 and Tier 2 team. One of the activities was to generate, analyze and present monthly KPI reports of telephony, requests, analyst and system performance and provide improvements in the system as a whole, as well as support the implementation of free software such as Libre Office (formerly Open Office) and Jabber communicator, among others.

Main activities: - Implementation and management of the new Service Desk of Rede Gazeta (a subsidiary of LATAM's largest TV network, Rede Globo) based on PDCA and ITIL methodology.- Use of ASK ticketing system that provides support to methodologies like PDCA/SDCA, LEAN, SIX SIGMA. - Create agile workflows for real-time incident handling and resolution in TV, print and radio- Responsible for generating and analyzing monthly telephony reports, requisitions, analyst and system performance and providing improvements in the entire system- Create and deployed an application server for Tier 1 and Tier 2 to supply the need for high-performance stations for the analysts. Thus there were savings in expenses, rapid updating of software used and also the rapid solution of problems that might occur.- Implement the internal open source communicator Jabber that was later used by some sectors of Rede Gazeta for its speed, reliability, cost and ease of use.- Implementation of the electronic point following Brazilian working laws- Improve the internal team through coaching and courses- Support the implantation of free softwares such as Libre Office.

I managed national and international technical calls, operated the Unix-based Protempo program for IBM/Amadeus (ROP), Clarify, and Atlas, and assisted supervision in analyzing and resolving sector difficulties related to implementing new procedures.

At first, I was working at Vitoria/Espirito Santo and then I was promoted and had to move to Sao Paulo/Sao Paulo.On both cities I handled customer inquiries, issues, complaints, and suggestions via telephone and e-mail for both domestic and international clients. My responsibilities included registering new customers, providing technical support for technologies like ADSL, ISDN, and CABLE, assisting with various Internet software, ensuring ISO 9000 certification compliance, and developing and implementing a system for printing contracts and envelopes for new customers across all operators nationwide.

I performed assembly, installation, and maintenance of microcomputers, provided IT consulting services, handled software installations, and created advertisements for newspapers and magazines using Pagemaker and Coreldraw!

Introductory classes on Micro Informatics, Work, Excel, Powerpoint, Lotus 123, CorelDraw, PageMaker, Internet, and more. Additionally, I was responsible for the maintenance of all microcomputers and implemented a firewall system to the school