I am responsible for scaling the automation infrastructure, using tools such as Puppet and Ansible to manage infrastructure through Infrastructure as Code (IaC). I design and implement workflow and configuration strategies that optimize deployment processes and enhance system reliability. I also implement integration between applications with the ITSM tool, facilitating seamless communication and end-to-end automation workflows. Collaboration with other teams is an essential part of my… Show more I am responsible for scaling the automation infrastructure, using tools such as Puppet and Ansible to manage infrastructure through Infrastructure as Code (IaC). I design and implement workflow and configuration strategies that optimize deployment processes and enhance system reliability. I also implement integration between applications with the ITSM tool, facilitating seamless communication and end-to-end automation workflows. Collaboration with other teams is an essential part of my work. Together, we identify automation opportunities and implement innovative solutions that contribute to continuous improvement initiatives and improve operational efficiency. Show less

I provided leadership and support to enhance team productivity and improve service delivery performance. I implemented strategies to reduce workload and enhance customer satisfaction, while also monitoring key performance indicators (KPIs) to drive performance improvements. Additionally, I assisted managers in creating new work processes.I led major incident response efforts, coordinating cross-functional teams to minimize downtime and mitigate business impacts.I participated in… Show more I provided leadership and support to enhance team productivity and improve service delivery performance. I implemented strategies to reduce workload and enhance customer satisfaction, while also monitoring key performance indicators (KPIs) to drive performance improvements. Additionally, I assisted managers in creating new work processes.I led major incident response efforts, coordinating cross-functional teams to minimize downtime and mitigate business impacts.I participated in automation and innovation squads, contributing to automation initiatives by delivering scripts and driving process improvements to enhance operational efficiency. I acted as a connection between teams to address issues and drive continuous service improvement. I collaborated with peers to assist in their daily tasks and development, fostering a culture of teamwork and shared success.As the regional service owner and first point of contact for the Monitoring Team, I identified opportunities to improve monitoring systems, driving enhancements to support overall service excellence.I played a crucial role in monitoring, escalating, and communicating any issues affecting the production environment, ensuring smooth resolution and minimal disruption to operations. Show less

Delivered high-quality support to English and Portuguese-speaking customers, exceeding SLA targets and maintaining high customer satisfaction.Developed custom solutions to automate workflows and improve team efficiency, reducing ticket resolution time and enhancing productivity.Built strong customer relationships and demonstrated expertise in handling complex technical issues, ensuring timely resolution.Identified opportunities for process improvement and implemented solutions to… Show more Delivered high-quality support to English and Portuguese-speaking customers, exceeding SLA targets and maintaining high customer satisfaction.Developed custom solutions to automate workflows and improve team efficiency, reducing ticket resolution time and enhancing productivity.Built strong customer relationships and demonstrated expertise in handling complex technical issues, ensuring timely resolution.Identified opportunities for process improvement and implemented solutions to streamline support workflows, increasing efficiency.Collaborated with cross-functional teams to address systemic issues and drive continuous improvement initiatives. Show less

I provided support to end users, resolving incidents and requests following ITIL best practices, and helping to improve service levels.I developed PowerShell scripts to automate tasks, improving team efficiency and reducing errors in routine operations.I collaborated with senior team members to identify opportunities for process optimization and contributed to the implementation of new technologies.Demonstrated problem-solving skills and technical proficiency, earning… Show more I provided support to end users, resolving incidents and requests following ITIL best practices, and helping to improve service levels.I developed PowerShell scripts to automate tasks, improving team efficiency and reducing errors in routine operations.I collaborated with senior team members to identify opportunities for process optimization and contributed to the implementation of new technologies.Demonstrated problem-solving skills and technical proficiency, earning recognition for contributions to the team.Assisted in managing service operation alerts and referrals, ensuring the resolution of critical issues. Show less

I Provided technical support to customers, resolving hardware and software issues and maintaining high levels of customer satisfaction.I Developed software solutions to automate tax filing processes, reducing manual effort and ensuring compliance with regulatory requirements.I Conducted training sessions for end-users, facilitating effective use of software tools and enhancing productivity.I Managed hardware deployments and software implementations, ensuring smooth… Show more I Provided technical support to customers, resolving hardware and software issues and maintaining high levels of customer satisfaction.I Developed software solutions to automate tax filing processes, reducing manual effort and ensuring compliance with regulatory requirements.I Conducted training sessions for end-users, facilitating effective use of software tools and enhancing productivity.I Managed hardware deployments and software implementations, ensuring smooth transitions and minimal disruption to operations.I Identified opportunities for system improvements and contributed to the development of innovative solutions. Show less

Supported document management in the maintenance department.Performed the troubleshooting and repairs to mechanical equipment. Represented the team in monthly audits.