Marcio Nascimento Email & Phone Number

State Of Pernambuco, Brazil

Olinda, Pernambuco, Brazil

The role of an Azure Senior Tech Support Escalation Engineer involves a blend of technical expertise, problem-solving skills, and customer service. The position requires isolating and solving complex technical problems, often through analyzing trace data and source code. Engineers in this role are expected to interface with product groups to discuss and resolve common issues, providing solutions that may include hotfixes. Additionally, they play a crucial role in mentoring other engineers, contributing to team knowledge, and driving support cases towards resolution.• Technical Expertise: Utilize advanced debugging tools to analyze problems and develop solutions to meet customer needs.• Customer Interaction: Provide direct support to customers in highly sensitive situations, helping to resolve complex technical issues.• Collaboration: Work closely with the product group to provide solutions, which may include hot fixes and changes to help resolve support cases.• Leadership: Mentor and coach other engineers, contributing to their technical and professional development.• Problem-Solving: Own, troubleshoot, and solve customer technical issues, enhancing problem-solving, collaboration, and research skills.• Continuous Learning: Engage in self-study and receive training to stay up-to-date with the latest information for the next version of the product.

Remote Location

As an Azure Encryption Specialist, I provide expert support and training to engineers worldwide on Azure encryption. I help engineers solve Azure encryption cases effectively, efficiently, and solve encryption issues. I also serve as a Subject Matter Expert in Linux on Azure, assisting engineers worldwide in identifying, troubleshooting, and solving Linux issues.I am enthusiastic about helping customers and engineers solve issues. I am always looking for new ways to improve my skills and knowledge. Responsibilities• Deliver excellent customer support experience with Microsoft• Troubleshoot and resolve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)• Work on Escalated cases that require technical or strategic intervention• Create and maintain incident management requests to product group or engineering group• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience• Provide ramp activities, knowledge sharing, technical coaching, and mentoring• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)• Build communities with peer delivery roles; may be workload or specialty specific

Brazil

As a lead engineer, I have demonstrated outstanding performance and leadership in the following achievements:• Completed an audit project for all fulfillment centers in Brazil ahead of schedule, leading a team of engineers with excellence and efficiency.• Built one of the largest fulfillment centers in Brazil as the Lead Engineer in charge of the IT infrastructure, overseeing every aspect from design to deployment.• Led a team of technicians and L4 engineers, providing them with mentorship, feedback and troubleshooting support.• Ensured compliance and quality standards by planning and coordinating change management processes and templates.• Executed projects on time and within budget by collaborating effectively with internal teams and vendors.• Identified and implemented best practices and innovative solutions as part of continuous improvement efforts.• Enhanced team efficiency and productivity by automating manual tasks and creating/improving small tools.• Resolved complex IT issues without SOPs as the first point of escalation.• Contributed to hiring, training, and development of new team members.

Recife Area, Brazil

As a key member of the air traffic control systems team, I have extensive experience in working with UNIX-based (Linux, Solaris 10) and windows operational systems. I also lead a small group of talented professionals who ensure the successful implementation of innovative technologies and provide excellent support to hardware, software, and users.As the Technical integration leader of the Landell Project (https://tinyurl.com/3nc8jju4) implementation team, I oversaw the integration and configuration of the SAGITARIO Air Traffic Control Software for the Brazilian Air Force. I also trained and mentored the team members on how to use and maintain the software across all CINDACTAs in Brazil.Would like to share with you my experience in the CPV Project, which involved the integration of the Flight plan centralization system with the SAGITARIO system, the Air Traffic Control system in Brazil. This project had been stalled for two years at this stage. When I joined this team, I was assigned to develop and implement an integration solution using Elasticsearch, a technology that I was not familiar with. I took on this challenge and I managed to create a proof of concept in less than a week. This enabled us to get the approval to proceed to the improvement phase and start the implementation in the Brazilian Airforce. I successfully set up an Elasticsearch cluster using the existing resources that were already deployed, which reduced the time and costs for both parties. I also became the main liaison with the CPV team to test, improve and configure the solution. Assumed the role of Lead Analyst, responsible for implementing, training the team, and overseeing the deployment in all sites. The sites were in all regions of Brazil. (https://tinyurl.com/324whfx3)▪ CX Obsessed orientation▪ Leading technical teams▪ Support to all OS's▪ Admin of Virtualized Systems▪ Creation of Shell Scripts▪ Linux Server▪ Support and maintenance to Flight Control systems

Recife E Região, Brasil

As part of my first project, I documented the existing network and managed the network update project at the Getulio Vargas hospital. This project involved migrating the entire network environment to a more modern one with fiber connections, switches, routers, firewalls, and servers.I also implemented the domain integration between remote sites across the state of Pernambuco using Microsoft Servers. This improved the efficiency and convenience of deploying Windows to different devices using the Windows Deployment Server tool.▪ Led and mentored the technical team.▪ Senior position responsible to be the first point of escalation▪ Mentoring technicians so they would be able to grow in their career▪ Windows Server Administration. AD, DNS, DHCP, WDS, WSUS, File Server▪ Active Directory Forest with six remote domains▪ Firewall Administration (Endian Firewall)▪ VPN Connections and Configuration▪ HP Data Protector Administration▪ Trend Antivirus Administration▪ VMWARE Administration – More than 60 Servers with Storage SAN and NAS▪ Linux Server Installation and Basic Administration▪ Support to Users

Recife, Pernambuco, Brazil

Led the design and execution of a service desk project based on the ITIL Framework. Upgraded all network servers and deployed a Windows based domain server with advanced features.Secured the funding and oversaw the migration of legacy servers to a virtualized environment.Spearheaded the transition of e-mail servers to cloud based services, resulting in an annual savings of around 22k. Enhanced the reliability and accessibility of e-mail services for the company.▪ Management of Service Desk’s Implantation Based on ITIL▪ Creation, Planning and Execution of E-mail Migration to Office 365▪ Windows Server Implantation and Administration of AD, DNS, DHCP, WDS, WSUS, File Server▪ Symantec Antivirus Administration▪ Active Directory Forest with two remote domains▪ VPN Connections and Configuration▪ XENSERVER Administration▪ Linux Server Installation and Basic Administration▪ Support to Users

• Management and Configuration of Cisco’s Equipments• VPN Configuration• Trend Antivirus Administration• Windows Server Administration. AD, DNS, DHCP, WSUS, File Server• Active Directory Forest with seven remote sites• Support to Users• Network Administration

▪ Installation, Configuration and Management of Computers▪ Responsible for Training Users To Operate Computers▪ VPN Configuration and Connections▪ Windows Server Administration. AD, DNS, DHCP, WSUS, File Server▪ Active Directory Forest with a Single Domain▪ Support to Users

• Installation, Configuration and Management of Computers in fifteen stores• Responsible for Training Users To Operate Computers• VPN Configuration and Connections• Windows Server Administration. AD, DNS, DHCP, WSUS, File Server• Active Directory Forest with a Single Domain• Support to Users

Suporting users and computers;Network cabling;

Graduate Course – Information Security, Information Technology

Technology Degree In Computer Networks, Computer/Information Technology Administration And Management