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.• Focused on value, enhancing the quality of managed services for 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.• Produced performance and status reports for the team and management.

• 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.• Monitored networks and cloud resources.• Provided support for ERP, PCP, VoIP, Zebra, Windows, and other applications.• Additional Responsibility: Managed FSC® certification since 2013.

• 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