IT Operations and Field Service Coordinator

• Coordinate and monitor service desk activities• Follow up on improvement activities• Reporting progress of activities to line managers• Coordinate the work of the Service Desk team• Develop and implement IT projects• Carry out infrastructure projects in the office and shops• Developing operational emergency policies and procedures• Developing internal departmental policies and procedures• Negotiate with suppliers and financially analyses proposals• Acting as a liaison between departments to develop new IT strategies• Developing projects to implement, streamline and redesign processes• Develop and implement improvement plans to increase the utilization of internal systems• Promote continuous improvement of internal processes• Focus on the end user, putting them at the center of our responsibilities and providing a specialized service• Maintain partnerships that increase the credibility and reliability of the delivery of contracted services• Striving for excellence in service and customer, client and supplier care• Identify new business opportunities

• Coordinating the field service and back office team on IT projects• Planning, organizing and controlling all field service activities• Developing staff and improving systems and processes, simplifying and increasing the effectiveness of activities• Manage the internal and outsourced team, controlling and optimizing financial resources and agreed service levels (SLA).• Develop training and internal processes• Monitor support quality indicators and identify opportunities for improvement• Establish, monitor and ensure service standards and procedures• Produce technical reports• Propose solutions and continuous improvement of proposed activities performed

• Controlling and monitoring the progress of key performance indicators to manage results• Demand planning and coordination processes to maximize service levels• Partnership with suppliers, focusing on cost reduction, coordinating internal processes• Problem mapping with a sense of prioritization for resolution • Identify potential product availability risks and coordinate mitigation plans• Planning for cost reduction through stock optimization and control • Coordinate and control stock value

• Implementation of network and telecommunications technology with a focus on Collab, ISE and DNA• Troubleshooting Cisco routing and switches• Creating a virtual environment for network security and monitoring Network management with DNA• Implementation of ISE and management with ACI APIC, VOIP, wireless network, branch network in Rio de Janeiro and Brasília• Development of training and processes in Collab and automation expertise in Windows Server, AD, DHCP, DNS• Implementation of a Service Desk tool• 24x7 support for IT infrastructure management• Incident, problem and operational change mitigation planning• Optimization of service desk team management• Helped manage contracts and relationships with outsourced companies• Service Desk Leader• IT inventory control

• Service Desk Leader• Assisted the IT management team in the development of the department's processes and related projects• Supported the TV Engineering and Operations team in implementing the infrastructure• Setting up the machine park• Assisting the network team in setting up the local network and infrastructure in the area• Stock control of IT equipment• Responsible for the supply and quality of equipment provided to the station's talent and presenters• VIP support for the company's directors and VPs on MAC and Windows operating systems• Preparation of training and Collab processes• Supporting the teams at the broadcaster's offices in Rio de Janeiro and Brasília• Receiving and responding to IT and infrastructure related requests

• End-user and VIP service with excellence in processes and quality of service delivery to CNN Brasil in the initial phase• Management support in the initial phase of the creation of the channel's infrastructure project• Responsible for the local network and internet infrastructure• Management support in the acquisition of IT assets and inventory control• Responsible for the smooth operation of the environment• Install and configure operating systems and purchased software• Installing third party software and databases• Assist with firewall configuration and management• Installing, configuring and managing VPN to monitor the international broadcaster• Opening and answering calls on the presented solution platform