Thiago Coutinho Email and Phone Number

Local responsible for technology procedures at the IFF fragrance factory in Rio de Janeiro. I work directly in internal customer service, asset management and infrastructure for the entire factory. As responsibilities I have: Level 03 technical support, national projects with internal teams and international project scopes with goals and results. Implementation of ITIL processes and continuous improvements in all IT processes. Support for the entire manufacturing area of ​​the factory, process design and support for automation scopes to optimize and improve production performance. Routine: Global Support Champion - Selected to be a global tech support in IT projects.Local technical support (N2 and N3) – hardware and software (updates, security and image deploy). Management of resources and tools: O365, TEAMS, Onedrive, Sharepoint, AD, AAD among other routine tools. Network Monitoring (BI) as Solarwinds - Graphana. Tickets control with Service Now (SNOW). Management of local infrastructure, computer network and wireless. IT asset management (Intunes and MMD). Third party and vendors management. Costs management. Customer training on IT tools and resources.

Responsible for all IT in Rio de Janeiro office, following the guidelines and parameters of the Headquarters in São Paulo. I work directly in the internal customer service for Rio de Janeiro and for all other sites remotely in Brazil. After my high-performance new tasks were assigned to me as corporate IT projects and the leadership of the company's Service Desk team located in the Headquarter. As responsibility I have to lead national projects with national and international teams, the leadership of the Service Desk team with SLA and KPIs and responsibility for direct support to the manager in organizational activities. The Rio de Janeiro office is now the pilot for any new project from Maersk in Brazil and my customer service is used as example in excellence and quality to training new team members from IT.Routine: Service Desk team Leader. Efficiency reports, SLA and Quality Answer measurement.Technical Support (N2 and N3) – hardware and software (security, updates and image deploy).Tools and resources Management: O365, TEAMS, Onedrive, Sharepoint, AD, AAD and many other tools.Network monitoring (BI)Tickets Management with Service Now (SNOW).Local Infrastructure management, local network and wireless.IT Assets Management (Intunes and MMD).Management of local IT providers.Budget Management.Trainer.

Big project to update the company's hardware technology, about 2.200 assets were changed for new ones. Support, helpdesk and customer service with focus in companies VIPS from international teams.Routine: IT Assets Management.Windows Image Deploy.Tickets Management with Service Now (SNOW).

My first experience as responsible for all IT department, as head of it, I had the responsibility of the entire IT of the company in Brazil. Managing IT in: 5 Offices; 24 Projects and 400 employees.All hardware, servers and network equipment, mobile, internet contracts, backup routine (DR - Disaster Recovery), Windows Server Administration with services and features, cybersecurity and technical support as routine. Here I could create and implement HELPDESK’s routine, drawing a system which was designed to attend all demands form the company based and structured on ITIL methodology. I was responsible to control all IT assets and resources, management of contracts and costs of the department to the company director with budgets.Routine service and support to users and network administration. Elaborated IT standards and policies for the company and cybersecurity protocols. The entire IT area was restructured to meet the new global demand of the company where the integration with the headquarters (Spain) was carried out. I was leader of an IT team with 1 developer and 2 interns.Routine: Technical Support (N2 and N3) – hardware and software (security, updates and image deploy).Windows Server Management.Power Shell Scripts for automation.Network monitoring (BI).Virtual Machines Management.Tools and resources Management: O365, TEAMS, Onedrive, Sharepoint and many other tools.Local Infrastructure management, local network and wireless.IT Assets Management (MDM).Management of local IT providers.Budget Management.Trainer.

I started at Nike during the Rio Olympics Games period in order to carry out all local IT support in Rio de Janeiro for 10 stores and 2 local offices, with focus in maintaining the entire network and operational IT structure, technical support, Telecom and all store systems throughout Rio de Janeiro, leading a team of 4 technicians during the Olympic period. I was responsible for the entire infrastructure at Nike stores and Rio de Janeiro offices, managing partner service providers, suppliers with costs and deadlines and performing maintenance and support at all levels required. I worked with telecommunications, mobile phones, IP telephony, internet links and administration of Windows servers, Virtual Machines and demands from international NOC and SOC teams. My experience in the area was more operational but I was able to perform management demands as asset control. I worked as a trusted man of the Regional Manager Lead in Rio de Janeiro. I had contact and constant integration with international teams having English as an interaction language.Routine: Technical Support (N1 to N3) – hardware and software (security, updates and image deploy).Classification: InternalLocal Infrastructure management, local network and wireless.IT Assets Management (MDM).Management of local IT providers.Virtual Machines Management.Network monitoring (BI)Phone Management.Tools and resources Management: O365, TEAMS, Onedrive, Sharepoint and many other tools.Tickets Management with Service Now (SNOW).Trainer.

I worked as a temporary professional for 4 months at the sports channel FOX Sports, where I was able to deal with the routine and processes of a TV station. A great experience despite the short time. I carried out the support to all employees of the company.Routine: Technical Support (N1 to N3) – hardware and software (security, updates and image deploy).Local Infrastructure management, local network and wireless.IT Assets Management.Management of local IT providers.

I worked in the support of 90 administrative users and VIPs. I supported the entire IT from the headquarters and 7 vessel’s company that each have their independent corporate network with their own routine and unique characteristics. I was directly responsible for 3 of these vessels and all their IT management. Technically my experience at Elcano was to provide N1 to N3 local support, manage the local infrastructure, administrate physical and virtual servers, storage, Thin Clients WYSE; Monitoring tools as PRTG; Anti-virus Kaspersky; Control of IT assets; Mobile telephony and learned a lot about satellite technology due to our vessel’s routine; Information Security, firewall and hardening features. My first contact with IT bureaucratic and administrative processes was at Elcano where I learned about quotations and purchasing processes, asset control and technology resource management. We have implemented mobile device manager (MDM) technology. Management and support for IOS.Technical support company ERP as RM, Shipnet and other AMOS Business Suite.Routine: Technical Support (N1 to N3) – hardware and software (security, updates and image deploy).Local Infrastructure management, local network and wireless.IT Assets Management (MDM).Management of local IT providers.Virtual Machines Management.Network monitoring (BI)Phone Management.Software Tools and resources Management.Database management and ERP support.Trainer.

My purpose in the company was to assist the project implementation of the ERP tool AMOS Busines Suite, where the main objective was the management of maintenance, control and management of the ships of our clients. I went from translating manuals to computer technician, performing technical support where I fulfilled the role of analyst and consultant, where I was invited to be part of the client to help with the implementation of the tool in addition to providing technical support and maintenance in the system database (SQL) doing corrections solving queries issues. Soon I was promoted to be an onboard team leader and system instructor. Technically I had contact with the following functions / tools: ERP system; SQL management tool; Adaptive Server Anywhere 9 and 11; SQL language and tables, queries and internal maintenance of databases; Projection, installation and administration of the ERP System AMOS Business Suite and its modules of Maintenance, Purchasing and Inventory Control; Detection and correction of system and database errors; Training clients users; Control and management of the system; Technical support to customers; Help Desk; VIP Direct channel to VIP users clients such as DEVON, MODEC, SHELL, Petrobras among others.Routine: Suporte técnico local (N1) – Hardware e Software.Database management and ERP support.Printer Support.Phone Support.