In my role as Services Support Coordinator at Agtech, I was responsible for overseeing the local and regional Tier I and II support teams. My tenure was marked by active participation in various projects, emphasizing service quality and team management. My experience at Agtech was instrumental in honing my skills in service management, team leadership, and data-driven strategy implementation. It was a period of significant professional growth, contributing to my expertise in IT support and… Show more In my role as Services Support Coordinator at Agtech, I was responsible for overseeing the local and regional Tier I and II support teams. My tenure was marked by active participation in various projects, emphasizing service quality and team management. My experience at Agtech was instrumental in honing my skills in service management, team leadership, and data-driven strategy implementation. It was a period of significant professional growth, contributing to my expertise in IT support and project management.Key Achievements and Responsibilities:Performance Monitoring: Diligently monitored performance indicators and dashboards, ensuring that services aligned with established SLAs. Utilized tools such as Alloy Navigator and QlikView to produce insightful executive reports.Service Plan Development: Conceptualized and implemented comprehensive service plans, focusing on improving efficiency and customer satisfaction.Tool Development for Data Extraction: Developed and implemented tools for data extraction and dashboard creation, leveraging Microsoft's .NET architecture. This initiative enhanced data accessibility and decision-making processes.Team Building for Projects: Assembled and managed teams for specific projects. My responsibilities included interviewing and hiring technicians, ensuring the recruitment of skilled professionals to deliver high-quality service. Show less

At Reichhold, my role as IT Coordinator marked my first leadership experience, challenging me to develop new skills and take on significant responsibilities. Reporting directly to the IT Director in France, I oversaw various strategic and operational aspects of IT within the organization. My time at Reichhold was not only a testament to my ability to adapt to and thrive in a leadership role but also an opportunity to utilize my programming skills in administering the IT environment… Show more At Reichhold, my role as IT Coordinator marked my first leadership experience, challenging me to develop new skills and take on significant responsibilities. Reporting directly to the IT Director in France, I oversaw various strategic and operational aspects of IT within the organization. My time at Reichhold was not only a testament to my ability to adapt to and thrive in a leadership role but also an opportunity to utilize my programming skills in administering the IT environment, demonstrating my versatility and commitment to continuous learning and improvement.Key Achievements and Responsibilities:Leadership and Management: Supervised the IT team in Brazil and the intranet/internet development team in the United States. Collaborated closely with the HR Director to transition into this leadership role, participating in leader training and coaching to enhance my management capabilities.Cost Management: Achieved a 20% reduction in annual costs through outsourcing services, implementation of new technologies and the use of internally developed auditing tools. Reviewed existing service provider contracts to align with company policies.IT Infrastructure Implementation: Played a supervisory role in the establishment of IT infrastructure in Reichhold's factory and offices in India.IT Policies and Help Desk System: Implemented IT policies and procedures across Brazilian operations and successfully introduced a Help Desk system.Process Automation and Documentation: Automated and documented IT routines and processes, significantly reducing failure points by 90% as audited by Deloitte.Hardware and Software Management: Updated the hardware and software park, managing 240 workstations. Also implemented a new video conferencing room. Client Satisfaction: Conducted an internal client satisfaction survey for 240 users to guide the IT team's focus and improvements. Show less

I was transferred to EDS as part of the IT department outsourcing process from TAM, where I continued my work focused on optimizing and innovating IT processes. During my time at EDS, I concentrated on bringing continuous innovations and improvements, reinforcing my commitment to excellence in information technology and the development of solutions that meet the specific needs of a dynamic IT environment.My main contribution was the continuous evolution of the application for… Show more I was transferred to EDS as part of the IT department outsourcing process from TAM, where I continued my work focused on optimizing and innovating IT processes. During my time at EDS, I concentrated on bringing continuous innovations and improvements, reinforcing my commitment to excellence in information technology and the development of solutions that meet the specific needs of a dynamic IT environment.My main contribution was the continuous evolution of the application for distributing system and software updates.Key Achievements and Responsibilities:Enhancement of Distribution Application: I implemented significant improvements in the update distribution application, which now included a web interface, database connectivity, and enhanced performance using COM components developed specifically for this purpose.Technological Innovation: The application, due to its innovation and effectiveness, was nominated for an innovation award at the end of 2006. Although it did not rank among the top three for the year, the nomination was a significant recognition of the value and impact of the developed solution. Show less

As a third-level support analyst at TAM, my experience was marked by the ability to adapt advanced technologies to meet the specific needs of the company, significantly improving the efficiency and effectiveness of operations in stores and airports. I optimized and automated IT processes, dealing with significant technical challenges and implementing innovative solutions for workstations running Windows XP.Key Achievements and Responsibilities:Advanced Technical Support: I… Show more As a third-level support analyst at TAM, my experience was marked by the ability to adapt advanced technologies to meet the specific needs of the company, significantly improving the efficiency and effectiveness of operations in stores and airports. I optimized and automated IT processes, dealing with significant technical challenges and implementing innovative solutions for workstations running Windows XP.Key Achievements and Responsibilities:Advanced Technical Support: I provided high-level technical support for workstations in various locations, ensuring the efficient operation of the company's critical systems. I implemented management and auditing tools for the installed machine park, using VB with an ASP.NET/VB.NET interface.Innovation with Microsoft BITS: I developed an innovative application using Microsoft BITS (Background Intelligent Transfer Service), a native component of Windows XP, to update systems and software on local and remote machines. The decision to use BITS instead of conventional solutions like Microsoft SMS was based on the need for a more suitable solution for our environment, which had many dial-up connections. BITS proved to be more efficient, avoiding the overhead of existing solutions and reducing implementation and maintenance costs, which would have been higher with the need for additional distribution servers.Managerial Graphics Visualization: I created ASP.NET/VB.NET pages for displaying managerial graphics on system updates, automating reports previously created manually in Excel. The automation of these execution reports transformed the management information process, providing managers with access to updated data more efficiently. Show less

It was through Alcoa that in November 1996 and June 1997, due to a hardware and software standardization project, I first traveled to the United States. This enriching experience not only broadened my global vision in IT but also allowed me to actively contribute to important projects.My time at the company was marked by enriching experiences and significant challenges, greatly contributing to my professional development. I had the opportunity to expand my horizons, both in terms of… Show more It was through Alcoa that in November 1996 and June 1997, due to a hardware and software standardization project, I first traveled to the United States. This enriching experience not only broadened my global vision in IT but also allowed me to actively contribute to important projects.My time at the company was marked by enriching experiences and significant challenges, greatly contributing to my professional development. I had the opportunity to expand my horizons, both in terms of technical skills and international experiences.Key Achievements and Responsibilities:International Learning: In the first year, I participated in a hardware and software standardization project intended for implementation in Brazil. My responsibility was to configure and keep desktops and notebooks updated. This international experience was crucial for my professional development.Development of the Staging Process: I was responsible for developing an innovative staging process. This process involved automated computer configuration, installing operating systems, applications, and necessary settings efficiently and in a standardized way, as cloning software was still expensive and had limitations that prevented its use.Certification for the Millennium Turnover: I participated in the certification process of the sites for the millennium turnover, proactively addressing challenges associated with the Millennium Bug.Internal Network Administration: I participated in managing the network (LAN and WAN), always focusing on clients (desktops and notebooks), in addition to supporting the administrators of remote sites. I installed, updated, and maintained Windows 9x/NT 4.0/2000 clients through SMS (Microsoft Systems Management Server), developing specific applications and tools using languages like VB, Pearl, Kix32, and Java. Show less

I began my career at Brasimet as an office assistant, quickly advancing to the position of support analyst. This initial role was crucial in shaping my professional path, providing a solid foundation in both technical skills and interpersonal abilities.Key Achievements and Responsibilities:Career Transition: My progression from office assistant to support analyst reflects my dedication to professional development and adaptability.Software Development: I created a simple… Show more I began my career at Brasimet as an office assistant, quickly advancing to the position of support analyst. This initial role was crucial in shaping my professional path, providing a solid foundation in both technical skills and interpersonal abilities.Key Achievements and Responsibilities:Career Transition: My progression from office assistant to support analyst reflects my dedication to professional development and adaptability.Software Development: I created a simple text editor operating on the MSDOS platform, integrated with the network's fax sending system, demonstrating innovation and practical programming skills.IT Solution Validation: I was responsible for testing and approving IT solutions, ensuring they met the company's standards and requirements.Comprehensive Technical Support: In addition to providing support for a wide range of software and operating systems, I also offered technical hardware support for computers and printers.Network Expertise: I contributed to supporting Novell and Windows for Workgroups networks, gaining valuable knowledge in IT infrastructure.Continuous Growth: It was at Brasimet that I solidified my technical abilities and strengthened values such as professional ethics and an unceasing pursuit of knowledge and excellence. Show less