Luiz Zanchin Email and Phone Number

Global Applications & Process Services Analyst – Aggreko - Applications technical administration: Salesforce, Phalanx, M3 Cloud Suite and others - Maintenance and troubleshooting of Integration layer within several applications Cloud based and hybrid environments.- Incident management :Restore services as quickly as possible and minimize the business impact during incidents.- Manage and prioritize business requests generated by several application platforms, across incident, problem, change and Dev Ops.- Event and alert creation, management and monitoring across multiple Application environments - Monitoring and debugging of data and workflows issues within the environments.- Engagement of several teams to investigate and troubleshoot integration issues across multiple applications.- Review proposed changes to make sure they will not have a negative impact several application integrated environments. (Salesforce - M3 - MMS – Phalanx Spartan, and others)- Deploy new functionality via changes/ releases.- Improving existing business process.- Identifying opportunities for performance improvement with internal development teams and third parties.Work Experience- Web application security assessment | Vulnerability testing- Ensure adherence to ISO 27001 Standards- Collaboration with cross-functional teams to identify and mitigate risks- Multi Cloud experience Azure | AWS- Hybrid Solutions (On premises | Azure)- Microsoft SC-900 | AZ-900 Certified- Cloud Cybersecurity Experience - Dev OPS experience as Technical Product Owner actively engaged through the Development Life Cycle (Sprint planning, Backlog Refinement and Daily stand-up sessions).- Agile | Scrum methodology- SQL | PL.SQL scripting- Advanced network | infrastructure troubleshooting- Linux advanced knowledge- GMUD, Change control | Risk management- Good communication skills | Fluent English- SD experience (Active directory management, GPOs, Power shell scripts, etc.)

Systems Specialist – Sitel Group :- Queue management ensuring tickets within the SLA. - Implementation of new customers and projects in the company.- Assistance to executives and staff during the resolution of technical problems.- Reports of highly complex incidents and categorization of criticality (P3, P2 and P1).- Engagement of global teams / specialists to troubleshoot and resolve massive failures.- Working together with global teams/experts to implement systems and Changes- GMUD validationsSkills:-Service Desk experience (Active directory management , GPOs, Power shell scripts, etc.)- Application experience ( Salesforce, ITSM, SCCM.)- Network experience- Advanced network troubleshooting- Infrastructure experience- Advanced infrastructure troubleshooting- IT Security student- Linux knowledge- GMUD, Change control / risk management- Process implementation and tuning- Fluent English- Good communication skillsRelated skills: GMUD · ITIL · Amazon Web Services · Windows Azure · Scrum · ITSMC · SLA · Active Directory · MS PowerShell----------------------------------------------------------------------------------------------------------------Gestão de fila de chamados garantindo tickets dentro do SLA de atendimento. -Acompanhamento em implementações de novos clientes e projetos na empresa. -Atendimento á equipe de Staff e executivos durante a resolução de problemas técnicos. -Envio de reports de incidentes de alta complexidade e categorização de críticidade (P3,P2 e P1).-Engajamento de times globais / especialistas para troubleshooting e resolução de falhas massivas.-Engajamento de times globais / especialistas para implementação de sistemas e Changes.-Validações de GMUD.

Analista de Suporte Dell:- Suporte técnico remoto ao usuário final.-Troubleshooting avançado Software / Hardware-Conceito de SLA e gestão de fila.

- Implementação e gestão de ferramentas em ambiente de produção- Validações de segurança-Gestão de permissões aos usuários / Bloqueios e restrições de rede .