Backup Management and Data Recovery: Daily backup monitoring, audits, and weekly/monthly reporting to ensure data integrity and availability.Antivirus Management (Bitdefender): Security policy administration, alert analysis, and definition management for protection against malware and viruses.Remote Support (AnyDesk): Simultaneous support for over 10 clients through remote sessions, ensuring quick problem resolution.Infrastructure Support: Maintenance of servers, networks, and devices to ensure continuous operation of IT infrastructure.Active Directory: User, group, and permission management, including password resets, account creation, and security policy administration.Firewall Management: Configuration and monitoring of firewall rules, network traffic management, and log analysis for corporate network security.Field Support: On-site support ensuring resolution of technical issues related to infrastructure and software.Ticket Management: Handling over 50 daily tickets, focusing on maintaining SLAs and ensuring efficient problem resolution within established deadlines.Office Suite Support and Printer Installation: Technical assistance with Office applications (Word, Excel, PowerPoint, Outlook), troubleshooting installation, configuration, and advanced features. Printer configuration and installation on networks or servers, ensuring accessibility and functionality.

Data Management and Quality Specialist for Technology Solutions:• Responsible for accurate input of critical data into the system, ensuring consistency and integrity of information throughout operations.SLA Alignment and Incident Optimization Facilitator in Collaboration with the Development Team:• Leads weekly meetings with the development team to discuss timelines and incident resolution efficiency, aligning stakeholder expectations with system deliverables.Ticket Management and ServiceNow Performance Consultant:• Administration and proactive monitoring of tickets via ServiceNow dashboards, prioritizing high-impact requests and tracking metrics to ensure SLA compliance.Test Environments and Software Quality Administrator:• Supervises test environments and quality control (QA), conducting procedures to validate stability and reliability of new implementations.Database Analyst and PRB Resolution Specialist:• Performs data analysis and administration to support strategic initiatives, resolving system issues (PRBs) and implementing continuous improvements.Digital Solutions Certification and Validation Coordinator:• Provides comprehensive support for solution certification, including scheduling and managing user tests, focusing on realistic scenario creation to ensure functional excellence.User Acceptance Testing (UAT) Oversight and Validation Specialist:• Conducts and supervises tests to validate new functionalities with clients, covering adjustments, enhancements, and full project implementations.

Active participation in quality meetings to enhance processes and logistics in asset management.Outcome: Improved customer service and increased positive feedback from clients.Leadership in the Rollout project, overseeing the replacement of 600 IT devices at Jeep.Outcome: Successful replacement of all project equipment and targets met ahead of schedule.Conducting detailed analyses of service quality and implementing improvements.Outcome: Delivered training focused on addressing improvement points and enhancing strengths identified in the analyses.Conducting training sessions aimed at improving quality and team skill development.Outcome: Significant reduction in SLA during ticket handling.Direct collaboration with the Jeep ICT team, attending meetings and ensuring prompt response to demands and user requests.Comprehensive support for VIP users in the Stellantis network, including the FIASA plant and Stellantis Bank.Supervision of service quality across all Stellantis client teams.Outcome: Enhanced service quality, reduced incidents, and improved team alignment with client expectations.Ticket management, responsible for identifying, filtering, forwarding, monitoring, and ensuring prompt ticket resolution.Outcome: Reduced average resolution time, increased client satisfaction due to improved management and follow-up on support requests.Creation of spreadsheets and dashboards for KPI tracking and productivity monitoring.Outcome: Improved data visibility and analysis, facilitating decision-making based on accurate and up-to-date information.N2 and N3 support for Stellantis users.Outcome: Efficient resolution of complex problems, minimizing user impact, and ensuring the continuity of essential services.

High-Level Support:Successfully addressed the needs of Jeep Stellantis users, ensuring satisfaction and operational efficiency.Played a key role in the user support project for IVECO-CNH Industrial, collaborating on problem resolution and meeting user demands.Incident Management:Exhibited exceptional skills in analyzing and resolving critical incidents with a direct impact on user operations.Maintained high performance while working alongside the Service Desk team, continuously enhancing my competencies.Quality Focus:Actively participated in quality meetings, providing valuable insights to gradually improve processes.Worked closely with the ICT team in N3 support, ensuring issues were handled promptly and effectively.Broad Technical Skills:Demonstrated expertise in troubleshooting software issues, maintaining computer hardware, and installing and configuring software and machines.Led efforts in malware prevention, identification, and repair, safeguarding systems against cyber threats.

Durante um período de trabalho voluntário, tive a oportunidade de contribuir significativamente para o funcionamento eficiente de uma papelaria gráfica. Minhas responsabilidades incluíam fornecer suporte técnico abrangente, abordando diversas áreas de atuação:Suporte Técnico:Prestei suporte especializado na manutenção de impressoras Lexmark e HP, garantindo que esses equipamentos essenciais estivessem sempre operacionais e funcionando com eficiência.Ofereci suporte técnico para dispositivos móveis, tanto para sistemas Android quanto iOS, ajudando os colegas de trabalho a resolver problemas e otimizar o uso de seus smartphones.Suporte de Software:Garanti um ambiente de trabalho produtivo ao fornecer suporte ao pacote Office, ajudando os funcionários a utilizar eficazmente as ferramentas de produtividade.Manutenção de Hardware:Contribuí para a durabilidade e desempenho dos sistemas de informática ao realizar montagem e limpeza de desktops e notebooks. Isso incluiu a manutenção preventiva para garantir que todos os dispositivos estivessem em perfeitas condições de funcionamento.Suporte aos Funcionários:Colaborei com a equipe, oferecendo suporte técnico direto aos funcionários da empresa, solucionando problemas de hardware e software, bem como fornecendo orientações para maximizar a eficiência operacional.Gestão de Estoques e Inventários:Assumi a responsabilidade pelo controle de estoque de equipamentos e produtos, garantindo que os recursos estivessem disponíveis quando necessário.Realizei inventários regulares para manter registros precisos e facilitar a tomada de decisões informadas em relação aos recursos disponíveis.Essa experiência voluntária permitiu-me desenvolver minhas habilidades técnicas, ao mesmo tempo em que contribuí para a eficiência operacional da papelaria gráfica. Estou entusiasmado em aplicar essas habilidades e conhecimentos em futuras oportunidades profissionais.