Leadership role in overseeing IT support operations, guiding the team of IT professionals to ensure the efficient delivery of technical assistance and support for technological solutions that drive services.• Lead a team of IT support technicians and specialists, fostering a culture of collaboration and excellence.• Provide strategic guidance during technology-related projects, ensuring alignment with solution requirements.• Develop strategies to enhance delivery of technical support services, ensuring quality and timely solutions.• Collaborate with IT teams to design, implement, and improve support processes aligned with business goals.• Act as an escalation point for complex incidents and oversee the team's problem-solving efforts.• Act as an escalation point for technical and non-technical escalations.• Build and maintain vendor, partner, and internal relationships for seamless service.• Conduct Performance Appraisals, coaching, training, and objective settings.• Foster continuous improvement, enhancing efficiency, effectiveness, and satisfaction.• Oversee resource allocation, and workforce planning within the ITSC support department.• Report on key metrics of availability, incident resolution and service delivery performance.• Perform regular process improvement reviews to ensure ongoing optimization.

• Write and maintain the runbook for Deskside procedures for LatAm support . Created procedures for various setup of hardware and software . Created escalation matrix . Ticket handling procedures . Inventory control• Supplier management . Contract management . Budget management . Purchases and guarantees management• Lead a group of 12 employees . Training new employees and coaching . Assigning daily tasks . Conduct performance reviews . Conduct weekly meetings• Supported client through transition of ALECRIM to Cognizant international IT support . Worked with an international team to facilitate transition from Alecrim to Cognizant . Helped to provide realistic expectations• Conduct interviews for potential staff . Review resumes . Coordinate and conduct interviews• Support 2,000 + users including VPs and CEO . Level 3 support for software and hardware issues . Deploy and maintain hardware . Train new client employees on usage . Configure AD OUs . Ensure laptops and desktops are connecting to the domain properly and have the properpermissions• Support department meetings and new hire training . Train new employees how to receive help from IT/IM . Ensure meeting audio and visual devises are setup and working properly and troubleshoot issuesthat may arise

• Directly responsible for the IT management and support• Management and Support of AVAYA telephone system • Responsible for quoting and purchasing IT assets such as Laptops, Tablets, Smartphones• Support trilingual (Portuguese, Spanish and English) to IT teams outside Brazil• Support Cisco Routers and Switches• End user support

• Directly responsible for the management and IT support• Management and Support of AVAYA telephone system • Responsible for quoting and purchasing IT assets such as Laptops, Tablets, Smartphones• Support trilingual (Portuguese, Spanish and English) to IT teams outside Brazil• Support Cisco Routers and Switches• End user support

• Expertise in infrastructure projects• Managing Windows 2008 servers and 2008 R2• Quotation of services to be implemented• Follow of procedures for the design, installation, configuration and operation Support to specialists outside of Brazil

• Local and remote support of corporate clients• Telephony configuration systems (IVR, Recorder, Dialer, Telephony Server)• Troubleshooting techniques

• Monitoring and analysis of infrastructure from outsourced clients• Design and implementation of network cabling• Management of Windows 2003 and Windows 2008 servers• Implementation and monitoring from systems, firewall and proxy based on Linux

• Installation and configuration of the enterprise server• Evaluation, indication, deployment and training of the ERP system adopted by the company• Support decision making related to the IT area, analyzing proposals and contracts with suppliers in accordance with the interests of the company• Design and installation of the entire infrastructure of the company• Intranet configuration, administration and management of the services implemented• End-user support