• Acting collaboratively with IT Management and internal controls to ensure thedelivery of IT services in line with local and global politics and regulators.• Monitoring and reporting indicators for all processes based on the management modelITIL Governance (Incident, changes and Problems)• Interaction with all IT Development teams (11 teams), and with global ITSM teams.

• As an application specialist, I work on the second level support team for the core business of company (Payments Gateway), having as main activities to monitor, identify, correct and solve problems related to digital payments through e-commerce platforms.• I highlight the ticket management process, reconciliation transactions, queries, reports and dashboards.• Review and report deviations from SLAs, contributing to the development of service improvement plans.• Report root cause analysis for major incidents and keep customer and stakeholders updated.• Work in escalations following the service governance structures agreed in the organization to solve and prioritize the problems that affect the service.• I also work/handle in internal and external meetings with customers, acquirers, banks and partners involved,presenting operational status and addressing outstanding issues for each party involved in the process.• I am responsible to generate and share with Latam audience, the weekly Newsletter, and also report of Latam defect Score Card (bi-weekly).

Responsable to provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.Keep extensive knowledge base of the industry, system, module and product, in order to assist the client.Facilitate complex client inquiries and conducts research to solve issues within established Service Level Agreements and methodologies. Responsible for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Including clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Primary contact with the client to either resolve client's issue or define client’s problem for subsequent action.Analysis and evaluation client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Prepares/makes recommendations to clients on solution options.Maintains client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Translation for internal teams and stakeholders. Advocates for the client within TSYS while striving to meet the needs of both parties.

- Responsible for creating and managing changes, following the whole lifecycle of a configuration item through ITIL good practices, such as: receiving all information provided by the project manager, review / coordinate and involve technical team and etc.- I work with ICAB scheduling and coordination;- Communicate and coordinate parties involved through the change management process;- Review all changes received and also align with the project managers the configuration items and implementation teams involved;- Support the implementation on the day of the change;- Assist and contribute with appropriate approval team to complete the processes of entry into service;- I update the inventory associated with a particular change;- Supervision / control of all BFG inventory data inputs and outputs.

- Monitors / Managed Backbone networks, providing analyzes of different environments and technologies;- Experience in NOC and work under pressure with focus on compliance with agreed SLAs.- Managed the service queues (Incidents);- Analyzed and diagnosed the reactive and proactive problems, managed the SLA and the technical displacement, analysis and request of parts and other items to maintain the services offered;- Accompanied the requisitions with the areas responsible for internal and external processes such as equipment exchange or alteration of the environment;- Performed troubleshoot by identifying faults and offering solutions for telecommunication environments and devices;- Among the results achieved, I highlight the agility in catching incidents, and improved documentation of customers and processes.

- Provided technical support of first and second level, working in a proactive and customized way and also to the problems reported by the client;- Performed fault diagnosis, and incident resolution through monitoring software and other network utilities and CISCO hardware;- Generated the opening of proactive cases for investigation, providing constant updates on failures and actions taken for repair, obeying the KPI's and SLA's of the process.

Develop my work with service level analysis reporting for customers.