Luiz Goy Email & Phone Number

Gzira, Mt

Malta

• Monitor systems• Coordinate the handling and resolution of any events or incidents which occur within the infrastructure and providers• Managing the ticket system for incidents, events, and maintenance• Follow up on pending incidents• Dispatch and escalate tickets to the correct support group• Direct contact with our 3rd party providers• Detection, correlation and analysis of events in the technical environment• Being the single point of contact for all communication in relation to production issues

Hortolândia, São Paulo, Brazil

• Acting as a focal point in delivering services to national and international clients, building strong relationships• Escalating and following up critical incidents resolution• Managing crisis war rooms, providing executive reports until issue resolution• Validating and approving RCA reports• Ensuring high availability and performance of environments through best practices implementation• Dealing and coordinating change requests with clients and technical teams• Creating and providing contract billing reports• Driving clients transformation to a more agile model• Creating technical proposals for projects (over 300 created) and managing small-scale projects• Supporting in the architecture development and upgrade of environments

Hortolândia, São Paulo, Brazil

• Supporting, managing and updating Windows servers, virtualenvironments (Vmware), Symantec anti virus, System X, Blade Centerfor national and international clients• Troubleshooting service requests, incidents and problems• Creating, scheduling and performing change requests. Alsopresenting and requesting approval of change records on changeapproval board meetings.• Developing plans and upgrading system and subsystemenvironments• Performing problem determination and creating RCA (root causeanalysis) reports• Working as a resolver on incident and crisis resolution.• Participating in the planning and execution of 4 system recoveryexercises in USA.

Hortolândia, São Paulo, Brazil

• Leading a team of 13 employees in operations, who provided systemmonitoring and technical support escalation to clients in the USA• Participating in crisis meetings, documenting troubleshootingactivities• Creating shift team schedules and coordinating team cross trainingbetween supported clients• Providing internal training to employees• Facilitated the transition of a client system monitoring and issueescalation services from one of the company's sites in USA to Brazilsite (Traveling, absorbing knowledge and training the team in Brazil)

Hortolândia, São Paulo, Brazil

• Monitoring distributed systems (Windows / Linux) and mainframe (Z/OS) systems for internationalclients• Providing Customer support via telephone and email for incident and crisis logging• Opening hardware incident tickets with third party companies• Performing basic change requests to operating systems• Engaging technical support teams, creating conference calls for critical incident troubleshooting andresolution, documenting timeline of activities taken• Participated on a system recovery exercise for a client in USA• Acting as a substitute leader on some occasions during the leader's vacation and business trips

Hortolândia, São Paulo, Brazil

• Monitoring distributed systems (Windows / Linux) and mainframe (Z/OS) systems for internationalclients• Providing Customer support via telephone and email for incident and crisis logging• Opening hardware incident tickets with third party companies• Performing basic change requests to operating systems• Engaging technical support teams, creating conference calls for critical incident troubleshooting andresolution, documenting timeline of activities taken