João Paulo Confessor Email & Phone Number

Toronto, Ontario, Canada

- Uses professional concepts in developing resolution to critical issues and broad design matters- Creates formal networks with key decision-makers, serves as external spokesperson for the organization- Advanced knowledge of Python and using the BlueCat API.- Provide technical and architectural guidance to Support teams- Trusted advisor to the team, bringing shared visibility and influencing business decisions (i.e. product solutions)- Point of escalation for all Support teams- Collaboration with other Technical Leads on cross-team technical proficiencies

Toronto, Canada Area

- Partner with clients and help them optimize the use of BlueCat products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge - Become the 'trusted advisor' with the customer, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously - Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to root cause of the customer’s issue. Set up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data. Apply testing methodology and debugging skills to narrow down the problem as needed. Communicate effectively with the BlueCat Engineering team with step-by-step instructions to reproduce the issue and findings to identify root cause - Partner with clients and help them follow best practices and optimize use of BlueCat Software. Identify opportunities to upgrade or provide additional products or services so that they meet customers’ needs effectively and address customer pain points - Work closely with and be responsible for escalating issues across multiple business units within BlueCat (e.g. Sales, Professional Services, Engineering, Product Management, etc.) - Own the technical relationship with the customer and ensure that both their short and long term needs are known internally at BlueCat so that we can properly align our strategic planning

Toronto, Canada Area

- Provide customers with electronic and telephone-based technical product support- Participate in a high level of customer engagement and develop strong relationships with key customers- Configure and troubleshoot the full suite of BlueCat’s products including: DNS/DHCP Server, Address Manager, Device Registration Portal and new products in the future- Track support case activity in an automated support portal- Produce and publish customer facing knowledge base content- Participate in on-call rotations, after hours maintenance activities & holiday support

Toronto, Canada Area

Oracle Hospitality Team- Provide guidance and real time resolution on a wide range of technical and non-technical customer issues; product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. - Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system.

Natal, Rio Grande Do Norte, Brazil

• Provided 2nd/3rd level technical support by phone and email for 38 companies around the country• Debug skills on SIP, RTP, IAX2, E1 (ISDN+R2) calls using Wireshark, SIPP and Sngrep• Responsible for some minor bug fixes and automation tasks using fabric• AWS Management (servers, backups, DNS, network policies)• Deployment on clients nationwide• Managed Vyatta/VyOS router/firewall• Improved the monitoring infrastructure by using sensu + uchiwa for checking performance data• Improved monitoring dashboard using Grafana and Prometheus• Improved VoIP monitoring through a statistical analysis using scoutapp• Improved redundancy by using Heartbeat (HA) + DRBD• Improved wireless network by using Ubiquiti APs• Migrated telephony platform of VoIP servers from Asterisk to Freeswitch

Toronto, Canada Area

• Technical support for school staff• Created a Windows Deployment Service for improving the deployment process on windows machines, formerly done by FOG/Ghost• Developed a monitoring infrastructure consisting of Nagios Server with Icinga as web interface for monitoring errors, alerts and warnings by checking performance data.• Created a Windows Update Server for saving bandwidth and time during client’s windows updates.

Natal, Rio Grande Do Norte, Brazil

- Provided 1st and 2nd level technical support by phone and email for 20 clients around the country.- Reduced the time for the first reply from almost 12 hours to less than 1 hour, using ZenDesk- Implemented a monitoring infrastructure consisting of Nagios Server with Icinga as web interface for monitoring errors, alerts and warnings by checking performance data.- Responsible for administration of VoIP Servers running Asterisk.- Created automatic backup procedures for linux servers.

Natal, Rio Grande Do Norte, Brazil

- Provided technical support by phone and email for the whole University.- Responsible for administration of monitoring infrastructure consisting of Zabbix Server.- Managed VoIP Servers running Elastix.- Migrated analog to VoIP telephony in various departments of the University.- Oversaw vital services like email (postfix, courier), web server (apache), dns (bind), dhcp, ldap and samba

Natal, Rio Grande Do Norte, Brazil

- Provided technical support for the Department of Informatics and Applied Mathematics.- Provided helpdesk for iMacs, laptops and desktops (OS X, Linux, Windows) by solving common software/hardware problems.- Implemented an infrastructure consisting of Nagios + Cacti server for monitoring errors, alerts and warnings by checking performance data.- Oversaw vital network services like postfix, apache, dns, dhcp, nis, ldap, samba.