• Created business requirements, technical specifications and increased revenue by $12M, implementing integration IT projects and meeting aggressive budget constraints.• Overseed a team of 15+ cross-functional professionals such as IT, Financial, Accounting, Sales, Help Desk, Operational and Technical departments to successfully manage 5+ major technology new projects release per year with projects ranging from $500,000 to over $2.000,000 requiring 6,000+ resource hours.• Leaded all aspects of projects, including capacity planning, resource allocation, project documentation, client engagement, and change management.• Onboarded 70+ new junior Supervisors and Specialists per year through coaching and standardizations reviews.• Managed many advanced issues and implemented appropriated policies when necessary.

• Investigated and responded to support requests via email, phone, ticket CRM and remote-control software.• Enhanced support process and procedures, resulting in a 94% end-user satisfaction rate.• Researched new technologies and provided training to companies’ staff across all departments optimizing companies’ productivity 90%+.• Installed, configured, and managed laptops, phones, printers, desktops, servers, workstations, storages, firewalls, DVRs and others devices for 150+ employees.• Conducted Onboarding and offboarding, including administering email and user accounts.

• Performed network, software and hardware troubleshooting to ensure all systems and 30+ workstations were operating optimally.• Created IT support policies and standardizations, leading up to 70% decrease in tickets.• Migrated all workstations from Windows to Linux as part of a project with a tight deadline, saving millions of dollars in an aggressive budget by the Brazilian Federal Government’s constraints.• Managed the IT Section as a Session Head Soldier in command by S4 Captain collaborating with IT reports and IT strategies.• Investigated arising incidents caused by malicious virus and solving the infections and invasions tentative quickly.