Responsible for creating and directing users requests in CITSmart for levels 1, 2 and 3, according to the service to be executed.Treatment by user requests at level 1 support remotely: creation and modification and revocation of e-mails, ldap user accounts, Cisco solutions such registering mac adresses, in accordance with best practices and IT security policies, thereby ensuring the information security; software installation, Windows solutions; monitoring of servers and links through Nagios and openings orders in providers such as Embratel, RNP and Simpress.Resolution of users requests in support level 2 in person: formatting, hardware maintenance and cleaning of computers, maintenance in nobreaks.Elaboration of reports and knowledge base articles, helping the employees in the resolution of users requests guaranteeing a standard and quality in the service.

Working in customer support with Information Security in the SAP; Creation and modification of user profiles, granting and revocation of access, guaranteeing the user and the company the addition of the best corresponding roles based on the function performed by each user and also based on the risk analysis via Virsa and GRC.

Treatment by user requests in Footprints to assist with SAP modules and SAP applications;Redirecting requests to the responsible persons for each module.Creation and modifications of SAP profiles (accounts) by GRC tool, ensuring the user the best roles based on risk analysis.Development and modification on reports from BO/BI4 and BW as well on daily broadcasts from them.

Treatment by user requests to assist in the follwoing issues:Installation and maintenance of computers (hardware/software)Support on Windows system, as well it's softwares like Internet Explorer, Microsoft Excel, Microsoft word, etc.Maintenance of applications like Java Plugin, Oracle database, Punchclock, Avaya, etc.Maintenance and configuration of connections on computers and Switches.