Felipe Da Motta Freire Email & Phone Number

Rio De Janeiro, Brasil

• Performs process mapping and implements ITIL practices within InfraOps operations and for clients.
• Creates processes, policies, and procedures, submitting them for approval and implementing them in production.
• Manages support and continuous improvement efforts for a bilingual service desk project at a multinational oil and gas company, suggesting process improvements on the ServiceNow platform.
• Coordinated the implementation of Jira ITSM for a major logistics client.
• Developed a standardized English proficiency test with structured levels and 6 badges

• Supervised support teams, recruited analysts, and provided individual feedback.
• Trained teams in Incident Management, Problem Management, and Service Desk practices.
• Managed scheduling for field technicians.
• Served as the primary contact between clients and the operations team.
• Created and delivered training programs using the EAD platform.
• Compiled and presented monthly performance reports to clients.

• Responded to incidents and requests, conducting follow-up within the agreed SLA.
• Prioritized major incidents, ensuring proper escalation.
• Participated in training to enhance knowledge.
• Obtained certification in Sophos and PRTG tools.
• Monitored systems and networks, ensuring service availability.
• Collaborated with the team to resolve issues and improve processes.

• Assisted in the migration from on-premises infrastructure to AWS.
• Coordinated the migration of IT infrastructure to a new manufacturing plant.
• Participated in the implementation of a call center project with 35 positions.
• Monitored third-party IT providers to ensure service quality.
• Implemented Help Desk Ticketing and Knowledge Base using Zoho.
• Trained and supervised Level 1 technicians.

• Delivered technical support to ERP and PCP users, resolving minor issues and facilitating IT-related problem resolution.
• Participated in the implementation of ERP and PCP systems and modules.
• Provided support to VIP users.
• Facilitated assistance with specialized infrastructure and network providers

Associate'S Degree, System Analysis

Bachelor'S Degree, Aeronautical Sciences