* Work as Subject Matter Expert (SME) Level 2 in Hardware and Software environments including Dell Storage (MD, EqualLogic, Compellent), Microsoft Clustering (MSCS), Active Directory, Exchange Server, Windows Core, Hyper-V, VMware and Backup Applications* Provide guidance and leadership to groups of Senior Analysts in implementation and troubleshooting of customers complex issues* Responsible for training creation (Material, Lab, etc.) and deliver. Areas of focus are Exchangeand Windows 2012/2016.* Deep technical troubleshooting skills for issues involving Microsoft's most technically complex or politically sensitive support situations* Focused on Microsoft Exchange, participating in a global message team of L2’s* Drive successful Critical Situation issues from a technical perspective by effectively collaborating with Dell and customers* Successfully working in a global team, supporting customers all over the world

* Team member of the Remote Services team, designing and delivering IT projects in a diverse portfolio of Hardware and Software for Dell customers* Delivering from basic to complex projects, involving multi-vendor technologies, including, Dell Storage, Active Directory, Cluster, Exchange, VMware ESX, XenServer and Backup Applications* Focused on Microsoft Exchange, performed various implementations and migrations* Actively worked with Project Managers in USA providing technical guidance* Successfully deployed 150 projects per year with a revenue of $ 200,000

* Responsible for Latin America cases regarding Product Safety issues, performing level 2 analysis for high-risk escalated cases and level 1 for global cases, working directly with the Regulatory team in USA* Led the creation of a global system capture process with more than 10 teams worldwide* Successfully trained 175 Technical Support agents in Latin America, regarding process and procedures, increasing the Product Safety policy compliance in 95%* Actively participated on cost and system exchange reduction, this project saved $ 1,300,000

* Participated on the successful launch of the SaaS Technical Support in Brazil* Providing support and consulting solutions to Software as a Service (SaaS) such as: managing e-mails archives, e-mail high availability and crisis management* Worked globally with teams in USA, Mexico, Ireland and Malaysia* Technical focal point of the Sales team, providing technical knowledge in pre-sales phase, the pipeline was increased in $ 2,100,000 during this period

* Administered complex environments with more than 100 sites, performing routine maintenance and management of more than 300 servers with Windows Server OS or/and Linux