Felipe Lourenco Dorocinski Email & Phone Number

Curitiba, Paraná, Brasil

Acting on a global level with Caterpillar, interacting with teams and area managers in England, India and the United States;Identification and resolution of problems and doubts related to ERP TOTVS Datasul and other applications, focusing on supporting the areas of manufacturing, logistics and finance;IT Service Management (ITIL) focused on managing Incidents, Problems, Changes, Risks and Vulnerabilities, to meet the agreed targets;Identification of improvements to permanently remove recurring issues that affect the business;Expertise in projects of small and large complexity, which involve more than one functional area;Documentation of business processes, projects and requirements;Assistance in the development / implementation of the main modules / programs / system infrastructure, under the direction of a more experienced team;Technical and functional test plans;Execution of processes in accordance with corporate standards and support for corporate audits;Acting with external suppliers to ensure the delivery of support and projects;

Curitiba, Paraná, Brasil

Provide 1st and 2nd level technical support for SaaS platforms developed by the company and integrated into SAP Business One, focusing on end-to-end e-commerce operations.Analyse, categorize, and prioritize IT tickets, in a high-volume environment, within agreed SLA (Incidents, Problems, Service Request, New Feature and Improvements).Working together with the Dev Team, identifying bugs, root causes and seeking corrections of problems that directly impact the business.Assistance to internal employees and external customers on the correct use of tools and business rules.Documentation of processes and manuals for the knowledge base.Complete management of the Jira Software Server and Cloud platform.Log Analysis generated by the internal SaaS platforms in Graylog and Postman.SQL Database reports.

Curitiba Area, Brazil

Provide 1st and 2nd level technical support per call, remotely and face-to-face to in-house employees and all the offices scattered throughout the country.Provide 1st and 2nd level technical support per call and remotely for LATAM Offices, encompassing 5 countries (Argentina, Peru, Mexico, Chile, Colombia), also in direct contacting with IT Support at Basel/SUI.Categorize, monitor, manage and resolve IT service desk requests and incidents, prioritizing and assigning to the appropriate internal or external IT resource for action, in a high-volume environment, within agreed SLA’s promptly.Build, install and configure new desktops and laptops, troubleshoot hardware errors, replacement or upgrade of PC components and maintenance of active registers.Install, configure and troubleshoot others peripheral such as Monitors, Printers, Smartphones, Tablets, Iphone and IPad`s.Deploy Images, Identify and resolve errors with Operations Systems MS Windows XP to MS Windows 10.Manage SCCM (Remote Access; Deploy Windows images; Control of software by equipment; Weekly control of active accounts and equipment; Sending software packages and Updates; MAC address management).Accounts management in Active Directory (File Directory, Group Access, Change Passwords).Create, modify and disable user accounts in IBM Tivoli Identity Manager (ITIM).Mobile line management in MobileIron System.Support and troubleshooting MS Office Suite 2013/365 and various internal business application support.Structured cabling, rack organization and repair on 1st level of network infrastructure problems.Support for the TOTVS DATASUL ERP, assisting all the business areas of the company in its daily activities (financial, accounting, logistics, human resources, sales, manufacturing).Create, update and maintain documentation and knowledge base articles to allow for accurate incident resolution and efficient service desk operations

Curitiba E Região, Brasil

Technical support at 1st and 2nd level in the ERP TOTVS DATASUL, providing telephone service, remote access and face to face with internal employees and all offices in the national territory.Parameterization of screens and system configuration in general.Supporting various system modules such as Commercial, Financial, Tax, Accounting, Logistics, HR, Manufacturing, Shop Floor, among others.Account administration and access control to screens and functions according to hierarchies and positions, also following requests from areas and managers.Understanding and Mapping the business rules of certain activities.Reproduction and simulation of incidents in the test bases, generating clientlog for the subsequent solution of the error by the development area or by the company responsible for the ERP.Access management and support in Fluig and SE SUITE tools.Documentation of routines and processes for the knowledge base.Responsible for coordinating the validation tests of new versions of ERP TOTVS in three situations before performing the migration.Intermediation between business areas and external suppliers in the implementation of new work tools that needed integration with ERP.Tool training for new users.

Curitiba Area, Brazil

Provide 1st and 2nd level technical support per call, remotely and face to face for approximately 10 small and medium-sized companies.Build, install and configure new desktops and laptops, troubleshoot hardware errors, replacement or upgrade of PC components and maintenance of active registers.Install, configure and troubleshoot others peripheral such as Monitors, Printers, Smartphones and Tablets.Deploy Images, Identify and resolve errors with Operation Systems MS Windows XP to MS Windows 10.Support and troubleshooting MS Office Suite 2010/2013 and various internal business application support.Structured cabling, rack organization and repair network infrastructure problems.Infrastructure projects of Networks and CCTV, in addition to analysis of possible improvements in the infrastructure of the client.IT consulting through a study of the client's infrastructure, understanding their needs and analysing the current scenario, points of attention and possible improvements.Search for new clients and performed contract negotiation.Sales of supplies, parts and tools.Inventory organization and equipment control.

Curitiba Area, Brazil

Provide 1st and 2nd level technical support per call, remotely and face-to-face to in-house employees and all the offices existing the country.Categorize, monitor, manage and resolve IT service desk requests and incidents, prioritizing and assigning to the appropriate internal or external IT resource for action, in a high-volume environment, within agreed SLA’s promptly.Responsible to make VIP face-to-face support for Vice President and Company President.Build, install and configure new desktops and laptops, troubleshoot hardware errors, replacement or upgrade of PC components and maintenance of active registersInstall, configure and troubleshoot others peripherical such as Monitors, Printers, Smartphones and Tablets.Deploy Images, Identify and resolve errors with Operations Systems MS Windows XP to MS Windows 8.Support and troubleshoot MS Office Suite 2010/2013 and various internal business application supportStructured cabling, rack organization and repair on 1st level of network infrastructure problems.Directly assisted the areas of Information Security, Network and Database when requested.Configure software for email access in Novell Groupwise and MS Outlook.Inventory organization and equipment controlCreate, update and maintain documentation and knowledge base articles to allow for accurate incident resolution and efficient service desk operationsLiaise effectively with internal teams, suppliers and business partners.

Curitiba Area, Brazil

Work activities within a multinational client (Global Village Telecom, currently Telefônica Brasil S/A).Provide 1st and 2nd level technical support per call, remotely and face-to-face to in-house employees and all the offices existing the country.Categorize, monitor, manage and resolve IT service desk requests and incidents, prioritizing and assigning to the appropriate internal or external IT resource for action, in a high-volume environment, within agreed SLA’s promptly.Build, install and configure new desktops and laptops, troubleshoot hardware errors, replacement or upgrade of PC components and maintenance of active registersInstall, configure and troubleshoot others peripheral such as Monitors, Printers, Smartphones and Tablets.Responsible for inventorying and controlling all of the company's IT actives in the national territory.Structured cabling, rack organization and repair on 1st level of network infrastructure problems.Inventory organization and equipment controlCreate, update and maintain documentation and knowledge base articles to allow for accurate incident resolution and efficient service desk operationsLiaise effectively with internal teams, suppliers and business partners.

Curitiba, Paraná, Brasil

Fazenda Rio Grande, Paraná, Brazil

Pos Graduação, Auditoria E Segurança Da Informação, Especialização

Graduação Tecnologa, Redes De Computadores

Ensino Medio Integrado, Informática