Felipe Girardi Email & Phone Number

Rio Grande Do Sul, Brazil

Working with Level 3 Support and acting as SME (Subject Matter Expert) on Global Team providing support to internal customers (Development and Test Teams) to an environment with approximately 1k databases (SQL, Oracle, MongoDB) and 800+ Linux and Windows Servers.Debug of Salesforce Lightning CRM application logs and development code to identify issues arising from infrastructure environment.Usage of Zabbix, Splunk, Dynatrace, Grafana and Catchpoint to ensure comprehensive and real-time monitoring of the application and infrastructure.Perform weekly Incident analysis creating KPIs (Key Performance Indicators) to identify recurrent issues, and proactively identify potential future issues.Created Confluence Knowledge Base with over than 50 Articles, How to, Self Help and Internal Process procedures.Management of Defects with Jira.Reduced application troubleshooting from 40min to 5min using Splunk, Dynatrace, Grafana and Zabbix.Reduced weekly incident creation from 260 to 110.

Support Atlassian Access product on Cloud Platform.Working with SMB tickets for Atlassian Access, ensuring prompt resolution and exceptional customer support.Conducts scheduled calls with customers, offering guidance and solutions through phone and screen-share sessions to address their specific needs and challenges.Configure and troubleshoot SAML Single Sign-On and Provisioning Integration using SCIM protocol on Atlassian Access, product which allows the integration of Atlassian Products like Confluence and Jira with various Identity Providers such as Active Directory, Azure AD, Okta, Google Workspace, and OneLogin to manage user access and permissions across Atlassian Products.

Working as Team Lead of Brazil shift managing a Team of 6 individuals, providing guidance and support to team members on internal processes, procedures, and technical knowledge.Monitoring ETL process of Global Data Warehouse ecosystem making sure critical loads got completed during CST time zone.Leading Major Incident Management (MIM) calls, handling high-complexity and escalated issues with a focus on swift resolution.Act on ETL data issues debugging databases query including Teradata, Oracle, SQL and debugging files on both Linux and Windows platforms by applying temporary fix to allow ETL process complete during SLA, and address issues to development team fix the source code.Manage and configure jobs using Control-M for efficient data loading processes. Hands-on experience with Power Center Informatica, Streamsets, Kafka, Hadoop.

Support of Dell IT Infrastructure with around 48k+ Virtual and Physical Servers.Acting as Shift Lead during Brazil time zone, managing two intern resources, facilitating their onboarding and skill development.Provide Level 1 support for Dell Hardware and Operation Systems like Linux (Red Hat Enterprise Linux, Oracle Enterprise Linux, CentOS), Windows and VMWare.Troubleshooting hardware and Software issues, performance challenges, crash dumps, packet loss, and malfunctions in features or roles.Collaborated closely with other teams, including Network and Storage Teams, to resolve high-complexity issues related to the environment. Created Server Knowledge Base, by creating over 100 articles covering topics such as Internal Processes, Linux, Windows, VMWare, and Dell Hardware.Conducted weekly analysis and evaluation of incidents, identifying recurrent issues to automate them.Created multiple automations utilizing PowerShell and Bash scripting to automate daily manual tasks. Used Zabbix to monitor IT Infrastructure and Service Now to handle Incidents.

Support for Dell Servers Hardware and Operation Systems.Answer customer call offering guidance through phone and screen-share sessions to identify issues.Communicate support expectations based on the nature of the problem, delivering recommendations and clear action plan based on analysis to establish and maintain customer trust.Provide support for Dell PowerEdge Servers, offering expertise in hardware-related issues.Proficiency handling operating systems such as Linux, Windows, and VMWare addressing performance issues, crash dumps, packet loss, or malfunctions in features or roles by delivering recommendations for effective problem resolution based on analysis.

Support for University IT InfrastructureInstall and maintain desktop systems with expertise in Microsoft Windows platforms, including Windows XP, Windows 7, and Windows 8.

• Support for Operation Systems and Applications for employees and students.• Installed and maintained desktop systems with expertise in Microsoft Windows platforms, including Windows XP, Windows 7, and Windows 8.

Graduation In Internet Of Systems, Information Technology

Master Of Business Administration - Mba, Technology For Business: Ai, Data Science And Big Data

Technical In Network And Maintenance Of Computers, Information Technology