Key Tasks: - Agile ticket management in ITSM (Freshdesk/CA and ServiceNow), ensuring compliance with SLAs to guarantee customer satisfaction, achieving a 95% satisfaction rate.- Installation and configuration of systems, including cloud integration to keep users up to date with the latest security updates and patches, as well as ensuring full connectivity with AD and SRM accounts.- Specialization in migrating local technologies to the cloud (Oracle OCI), contributing to a more scalable and efficient infrastructure.- Hardware management and maintenance, from installing computers and printers to sending equipment to RMA for repair, ensuring continuous operations and minimal disruption to users.- Implementation of network equipment, including wireless routers, cabling and managed switches, to ensure stable and reliable connectivity.- Excellence in server service management, using Hyper-V, Windows Server, VMware vSphere and ESXi to guarantee high standard technical support.- Use of Zabbix as an observability tool, improving management and efficiency in collecting and displaying incidents in conjunction with Grafana.- AnyDesk is used as a remote access tool, playing a crucial role in reducing support calls by 20%.- Comprehensive documentation of customer interactions and issue resolutions, ensuring clear and consistent support ticket tracking, improving support ticket tracking and resolution.

Main tasks:- Leadership and team management in the project to digitize the process collection of the Commercial Board of the State of Mato Grosso, supervising all phases of the project, from planning to successful implementation.- Development and implementation of effective strategies to ensure achievement of project objectives, including setting productivity goals and coordinating resources to maximize operational efficiency.- Preparing and sending detailed productivity reports to headquarters, providing comprehensive analysis of project performance and highlighting areas for improvement and optimization opportunities.- Providing ongoing support and guidance to teams involved in scans, ensuring the efficient resolution of any technical issues or challenges that arise during the process.- Close collaboration with internal and external managers to ensure clear and effective communication at all stages of the project, facilitating collaboration and alignment of expectations.- Implementation of change management practices to minimize the impact on existing operations and ensure a smooth transition to new digital systems and processes.- Continuous monitoring of project progress and proactively identifying areas of risk or opportunities for improvement, implementing corrective measures as necessary to ensure overall project success.

Main tasks:- Active participation in the development of the Unemat Mathematics Olympiad System in partnership with CTMAT, using JavaScript and the Node.js framework to guarantee an efficient and functional platform.- Conducting research on the use of applied tests, analyzing data and metrics to evaluate participants' performance and the effectiveness of questions.- Development and implementation of research methodologies for the preparation of mathematics questionnaires, ensuring the accuracy and relevance of the data collected for analysis and decision making.

Main tasks:- Analysis and diagnosis of root causes of customer problems using internal ticket system, increasing resolution efficiency.- Provided step-by-step guidance for troubleshooting, providing support to users via Skype and physically at JUCEMAT.- Managed and updated a FAQ repository on the company's support portal, which reduced customer queries.- Support for users of the REGIN system when opening and changing firms; pointing out corrections, improvements and helping accountants and users. Thus contributing to the development of the accounting area and consequently to the development of companies.

- Installation of Dell Physical Servers and Dell Infrastructure.- Migration of the Hospital's SHIL System to the new Server.- Installation of network cabling based on NBR5810 and EIA/TIA 568B standard.- Working with users on routine maintenance, preventive maintenance and corrective maintenance.

Service and Maintenance in unity government JUCEMAT (Junta Comercial do Estado de Mato Grosso).

Computer maintenance, configuration and Network Assets and Liabilities. Installation, configuration, and updating software. Students and staff training in this area of ​​computing.

Technical Assistance in Computer Networks and Computer Classes.

Technical Assistance in Computer Networks and Technical Assistance.

Teacher of Laboratory of Computer in the technical area of free software.

Technical Assistance in Computer Networks.