Daniel G. Email & Phone Number

Portugal

As Support Engineer, I provide Windows Server support for enteprise customers around the world, mainly on EMEA region, working on cases of different severity types, along with another colleagues or teams when needed to resolve the customer's issues. As part of User Experience Team, I am focused on the following areas:WinRM (Windows Remote Management)Power Shell CoreDSC (Desired State Configuration)WMI (Windows Management Instrumentation)Task SchedulerServer ManagerCOM/DCOMMMC (Microsoft Management Console)

Porto

Mantain all the systems of a trade platform up, all linux based;Monitoring using proprietary monitoring systems; registration and resolution of service requests,incidents and problems using Jira; assistance to DevOps engineers, developers and QA engineers, collecting logs, status, graphics and whatelse is requested; Communicating with client and partner company representatives.Main tools used: Jira, Confluence, Splunk, proprietary monitoring tool.

Vila Nova De Gaia, Porto, Portugal

I worked as System Administrator for a specific client, during certain periods, the main duties were to manage: Office 365 accounts, Virtual private cloud (Nextcloud), network components, as switches and Access Points, and help others technicians to solve specific issues related to customers, and I had created and fed a knowledge base with the most common issues. In the periods at the Tecnologias Imaginadas, I helped other clients through the phone in general issues, as Windows problems, Citrix accounts, Remote Desktop, and to create and configure servers/roles, as RemoteApp, Active Directory, etc. I also work for the datacenter team, creating and managing servers, and I had the opportunity to be involved in a project to implement a High Availability Kubernetes Cluster, with 2 masters and 3 workers nodes.

Porto Alegre Area, Brazil

To create and configure many different types of monitoring, using SNMP, NRPE protocols and also Windows Performance Counters. General troubleshooting of the software (Nagios based) and also in the Operational System of the application (CentOS).

Eldorado Do Sul

Tech support for Dell's brazilians ProSupport customers (laptops and desktops lines). Remote access to the client's computer, collaborative support, guiding the customer how to perform software and hardware tests if needed. Hardware and field technician dispatch, follow-up of the case until the complete solution. Case openning and management following the company SLA.

Porto Alegre Area, Brazil

Monthly audit of the South American team tickets, performing the evaluation of the attendance quality and feedback of each analyst. Weekly meetings with the global quality team of John Deere Project, informing the status of the opeartion in South America, and general discussion about how to improve the team's performance.

Porto Alegre Area, Brazil

Level 1 of Technical Support for John Deere employees. dealers and contractors in South America. Configuration and maintenance of Windows, Office, Exchange Servers, Lync and software installation. Ticket escalation to levels 2 and 3 teams arround the world, using english for calls and ticket documentation, following the ITIL standards.

Porto Alegre Area, Brazil

Technical Support for internal customers (OS used: Windows and Mac). Projects creation and implementation (ex.: Network segregation of the company, contact a specified company to perform pentests, replication of AD, DNS and DHCP servers, backup routines and virtualization of physical servers), server configuration and maintenance (DHCP, DNS, Active Directory, File Server, Amazon Web Services), responsible of the technology park.