Function: IT Business Analyst● Front Office IT Business Analyst● Front Office systems, CRM (system and database), MS Power Platform and IT Technical support ● Customer Voice Project implementation● CRM Migration Project from bespoke CRM system to Microsoft Dynamics 365● Process automation using Power Platform (Power Automate, Sharepoint, Power BI)

Function: CRM Administrator● Technical support for requests/reports on CRM system and Microsoft Office 365 Power Platform.

(Credit Union, a Rabobank and IFC partner)Function: IT Sustaining Analyst.• Responsible for the presentation of the sustenance processes KPI improvements to the executives core team.• Responsible for the PST process, planning the support to transition.• Maintenance of disponibility plans for the Checking Account, Insurances and Covenant services.

Function: Services Safety Lead Latin America Region.● Responsible for driving Safety Policy compliance globally and with local Tech Support teams (LATAM)● LATAM Local/Single point of contact for reported Product Safety issues.● Key analyst for defining and improvements of KPIs and global policy updates.● LATAM Product Safety trainer for new hires classes.Key Achievements: ● Redefined the return capture process for LATAM, improving 2x the successful rate.● Managed the Product Safety Training for LATAM project, training all Tech Support teams in Brazil and Panama, improving 3x times the LATAM participation.● Received 2 Honour and awards: A On-the-Spot Award and a Certificate of Appreciation.

Function: Gold Premier Enterprise Support Services Analyst. ● Provided senior technical support over the phone for enterprise pro support customers, on hardware, network operational systems, backup systems, networking and mission critical solutions.● Coaching for new hires.● Advanced technical support interfacing for escalated cases to guarantee a positive customer experience, in various areas such as customer care and sales department.

(the 3rd biggest Electrical Power Company in Brazil)Function: IT Change Management lead and PM for IT projects.● Planned and managed business analysts’ demands for IT infrastructure through the change management process and PMO. ● Worked as change management lead for internal and external demands for IT Infrastructure, helping to define and improve the change management process.Key Achievements: ● Worked at the full datacenter migration (on-line) Project, from the old to the new headquarter office (more than 200 physicals and virtual servers and 2 storages) with no unplanned indisponibility.● PM for the Telemetry Project using GPRS technology to exchange data between the main office manager system and the remote electric plants (more than 350 counters), centralizing the control and avoiding federal penalties.● Worked as IT project manager for internal and cross-functional demands, including platforms migration, implementing NAS, Antivirus, Blade systems and defining and implementing data communication on remote electric plants.

Function: Microsoft Tech Support Analyst (IT Services Support Company)• Worked as Microsoft analyst, implementation, maintenance and support for Microsoft infrastructure for business customers and companies.

Function: Microsoft Tech Support Analyst (as a local support at UNIVALI-SC university) ● Technical support and maintenance for Active Directory, Exchange 2003, SMS 2003 and MOM 2005.Key Achievements: ● PM and conducted the on-line migration on mail services from Linux to MS Exchange 2003 Project (more than 2000 users), standardizing the messaging system.● Implemented the Microsoft Remote Installation Services, decreasing the student's labs downtime and speeding the new systems rollout.

Function: started as Desktop Support, moving to Server support analyst and Datacenter admin• Maintenance of AD, SMS 2003, MOM 2005, WSUS, backup Arcserve and eTrust antivirus servers.