I'm an enthusiastic and results-driven Computer Engineer with over 15 years of IT experience. Adept at delivering advanced technical support and ensuring the seamless operation of complex IT infrastructures. Possessing a strong foundation in ITIL practices, I excel in troubleshooting intricate issues, providing expert guidance, and implementing robust solutions to enhance system reliability. Currently pursuing a postgraduate degree in Cyber Security and a second bachelor’s degree in Network Engineering, I am seeking opportunities to contribute to and expand my expertise in a challenging environment, with a focus on transitioning into cybersecurity roles such as Information Security Analyst, CISO, or Security Engineer.I'M PROUD OF:- Enhanced System Reliability: Proactively identified and resolved critical system vulnerabilities, resulting in a 30 percent reduction in system downtime.- Exceeded SLAs: Consistently surpassed service level agreements, achieving a 98 percent user satisfaction rate through timely issue resolution and effective communication.LET'S KEEP GOING!!!
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Senior Technical It GsdConcentrixDubai, Ae
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Senior It GsdConcentrix Nov 2022 - PresentSão Paulo, BrazilI do deliver expert technical support ensuring alignment with corporate goals, while in a cross-functional teams in deploying IT solutions, significantly improving system reliability and user satisfaction.I do implement ITIL best practices, resulting in improved service delivery and a 15 percent increase in operational efficiency.Most used tools daily:Microsoft Active DirectoryAzure Active DirectoryMicrosoft Entra IDBLOCKID MFADUO MFAMicrosoft MFAPower Shell and Cmd scriptingMicrosoft Systems Management Server (Microsoft System Center Configuration Manager)BMC Helix/Solvnow Ticketing SystemZOHO Assist
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Service RepresentativeConcentrix Nov 2021 - Nov 2022São Paulo, Brazil
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Iam DeveloperTata Consultancy Services Aug 2024 - Sep 2024Abu Dhabi Emirate, United Arab EmiratesApprenticeship - Job simulation involving identity and access management (IAM) for Tata Consultancy Services, collaborating with a Cybersecurity Consulting team.Acquired expertise in IAM principles, cybersecurity best practices, and strategic alignment with business objectives.Delivered comprehensive documentation and presentations, showcasing the ability to communicate complex technical concepts effectively. -
Cyber Threat AnalystNew York Jobs Ceo Council Aug 2024 - Sep 2024New York, United StatesAPPRENTICESHIP - AIG Shields Up: Cybersecurity virtual experience programCompleted a cybersecurity threat analysis simulation for the Cyber Defense Unit, staying updated on CISA publications.Researched and understood reported vulnerabilities, showcasing analytical skills in cybersecurity.Drafted a clear and concise email to guide teams on vulnerability remediation.Utilized Python skills to write a script for ethical hacking, avoiding ransom payments by bruteforcing decryption keys. -
Technical Support AnalystAtento Jul 2021 - Oct 2022São Paulo, BrazilAfter a career break due to health challenges and family loss, I returned to work in a field that was entirely new to me. Despite the initial challenges, I embraced the opportunity, discovering a passion for it, and gaining invaluable knowledge and experience along the way.- Provided technical support and account management through Salesforce CRM for Disney Streaming Services end-users. -
Information Technology AssistantOracle Sep 2016 - Feb 2017Dubai, United Arab EmiratesAn unforgettable lifetime experience!- Provided L1 technical support for Oracle's IT infrastructure, ensuring minimal downtime and maximum performance while assisting L2/L3 Technical Leaders. -
Information Technology TeacherEl-Quds International School May 2012 - Oct 2015Alexandria, EgyptWhat an experience! Dealing with children and teenagers while sharing our passion for Technology!- Developed and delivered a Basic Information Technology curriculum for Children and Teenagers students, focusing on practical skills. -
It InternshipHp Apr 2006 - Oct 2010São Paulo, BrazilIt was my Internship which I embraced as my second job! - Service desk support, providing timely resolutions to technical issues for HP end-users. -
Cx Agent SupportTivit Latam Jan 2007 - Dec 2009São Paulo, BrazilIt was my very first job!- Supported customer experience operations, ensuring seamless service delivery and high customer satisfaction.
Erica P. Education Details
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Cybersecurity -
Network Engineering -
FebrabanCybersecurity -
From 72% To 95% -
Colégio Morumbi SulInformation Technology
Frequently Asked Questions about Erica P.
What company does Erica P. work for?
Erica P. works for Concentrix
What is Erica P.'s role at the current company?
Erica P.'s current role is Senior Technical IT GSD.
What schools did Erica P. attend?
Erica P. attended Universidade Anhanguera São Paulo, Centro Universitário Fmu | Fiam-Faam, Febraban, Universidade Paulista, Colégio Morumbi Sul.
Who are Erica P.'s colleagues?
Erica P.'s colleagues are Rama Krishna, Christin Joy Juanillo, Nievia Afina M.p.a, M.pol Sc, James Jacalne, Arathi Shenoy, Rabindra Sen, Upender Rao Vuppalanchi.
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