Promoted to Support Engineer due to the field team need for customer support improvements. I havebeen playing a key role, acting as a valuable interface between the customer’s demand for help withthe optimizer product and internal increase for specialized personnel.• Customer support - Usage of Zendesk solution to support user/customer experience• Testing of XipLink WAN optimization product line features and scenarios, including but not limitedto client server topology, physical or virtual environment• Supported the test team during validation of new product builds and hardware• Remote and Onsite support• Maintenance, support and setup of test, development, and IT networks / services.• Setup of new infrastructure (including real and virtualized systems).

I fulfilled in this position the demands listed below, completing successfully all the tasks, refining thecompany’s operations. Maintaining the SLA’s as per contracts and milestones defined in the fiscal yearplan.• Migration from obsolete systems to newer technologies, such as JIRA, Confluence, Dropbox andO365. Including local and cloud migration.• Debugging and resolving internal network issues.• Maintenance, support and setup of test, development, and IT networks / services.• Worked directly with the Quality Assurance (QA) teams to ensure top level product relivery.• Servers’ installation and maintenance, such as, Dell, IBM and Supermicro blade servers.• Rack & cabling cleanup, reconfiguring equipment.• Monitored server and network resources.• O365 Management: SharePoint, Exchange, Teams.• Provided training for users to use new systems.

During my time at Dynamaze, I had the opportunity to familiarize myself with the Canadianinformation technology market. Initially, I was supposed to be an intern, as part of the requirement ofmy study program of Networking and Technical Support at MCIT institution, however, during theinterview I was invited to become a System Administrator. This occasion served for both purposes:professional and academical. My accomplishments were more intellectual and served more as apreparation to the next challenge at XipLink, since I was a recent immigrant searching for my first jobopportunity. My duties are described below, but not limited to:• Technical support on computer systems.• Maintenance of customer relationship and ensure the satisfaction of customer needs.• Maintain, troubleshoot, repair, and administer workstations and peripheral equipment.• Evaluate and install computer hardware, networking software, operating system (Windows andLinux) and software applications.• Operate master consoles to monitor the performance of computer systems and networks andmanage access and use of computer networks.• Provide problem-solving services to network and users connectivity.• Perform routine network start up and close down and maintain control records.• Monitor data backups and disaster recovery operations.• Install and manage procurement and inventory systems, such as Tradogram and Snipe-IT.

•Worked in a technical support center in order to provide telephone assistance to corporate clients in a multilingual tech support for North and Latin America - English, Portuguese and Spanish.•Answered, documented and resolved computer software, hardware, networking and remote connectivity related issues by telephone and email.•Modified, created and terminated windows accounts, distribution list, security groups.•Documented projects and technical solutions for further reference.

Managed overall IT operations with the IT team. The Federal University was founded in 2013 and in the first job selection process I was selected to be part of the team and help to build up the IT infrastructure from scratch. After some time, the dean of the campus gave me the responsibility to lead the local team to help him with the duties once the number of new users expected, including students and staff, were over three thousand. Achievements included:• Produced, managed and administered IT resources.• Designed and built the network infrastructure from scratch. This included engineering various technology initiatives including CAT6 cable network infrastructure, WiFi setup, DSL internet setup, patch panels, routers, switches, Windows and Linux servers and services.• Developed and implemented comprehensive test plans to ensure that systems and programs were tested and debugged.• Determined proper installation parameters for software and hardware, for smooth integration, transition and efficiency.• Planned, designed, built and maintained Microsoft Active Directory, Firewall, Virtual Private Network (VPN), DHCP Server, DNS Server, Kaspersky Antivirus Server, End Point Protection.• Created and maintained IT documentation resulting in increased asset and inventory management.• Collaborated with department heads to review, analyze, and evaluate needs to ensure technical solutions were in line with business goals and standards.• 1st and 2nd Tier Technical Support.Technical Environment: Windows 2012 R2, Cisco, Mikrotik, XEN Server, HP Swicthes (Layer 2, VLAN, Trunking, STP Lacp), PF Sense, Zabbix, Ubuntu Server, GLPI, IPv4, Subnetting, Redmine, Ruckus Wifi, Cabling CAT 5e/CAT 6.

Freelancer network technician.Router and switch installation .

Participated in the main IT operations with the IT team. The Federal Institute participated in a renewal program promoted by the federal government. At that point the campus had, including students and staff, over than a thousand users. I was in charge of rebuild all the network, including cabling, wireless, switches and routers. This project helped me to develop my final project in network post graduate course. Achievements included:• Redesigned and built the network infrastructure.• Rebuild determined requirements, designs, builds, tests, implements, maintains and enhances systems according to technical specifications.• Performed hardware and software installations.• Maintained and repaired technological equipment (e.g. routers) or peripheral devices.• Kept records of repairs and fixes for future reference.• 1st Tier Technical Support.Technical Environment: Windows 2008 R2, Firewall, Virtual Private Network (VPN), VmWare, Mikrotik, HP Swicthes (Layer 2, VLAN, Trunking, Lacp), GLPI, IPv4, Subnetting, Ubuntu Server, Cabling CAT 5e.

Embratel is one of the largest and most complete telecommunications operators in Brazil. It is part of the America Movil group, which is a leader in the provision of telecommunications services in Latin America. As a Field Telecommunication Technician, I participated in the installation and maintenance of all internet and datalink connection within the covered area. Achievements included:• Established communications systems by installing, operating, and maintaining voice and datatelecommunications network circuits and equipment with SLA 100%.• Verified service by testing circuits, equipment, identifying, correcting, or escalating problems.• Troubleshoot internet connection problems.• 1st Tier Technical Support.

Planned network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram.Verified service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.

Eka is a division of the Akzo Nobel, the one of the world’s leading chemicals companies. There I worked as Tier 1 service desk and computer technician, the main duties were:• Performed hardware and software assistance and troubleshoot computer problems.• Provided on-the-job training to new department staff members and computer orientation to new company staff.• Answered staff questions in person and via phone on all company supported applications.• Determined source of computer problems (hardware, software and user access).• Escalated and advised staff problems on appropriate action.Technical Environment: Windows XP, Vista, Cabling CAT 5e, Several Printers