Development and maintenance of the iOS app DynaSens, which allows the creation of sensory inspection routines for industrial assets.

Years later, with experience in the role of Duty Manager (Incident Manager), IBM underwent a spin-off process, leading to the creation of Kyndryl, which took over IBM's infrastructure services. Thousands of IBM employees, including myself, were transferred to Kyndryl. Here, similar activities were carried out, just as in the previous role, as all the clients we served also transitioned to Kyndryl. The tasks involved the resolution of both automatic and manual incidents, now all of high criticality and importance (product and service unavailability directly or indirectly impacting the business) for the clients. This encompassed guiding in problem resolution, mobilizing necessary resources, escalating to higher levels when required, and direct communication with the clients.During my journey at Kyndryl, I had the opportunity to acquire my first AWS cloud certification, something I particularly enjoyed as Kyndryl was established with the spirit of encouraging its employees to specialize further through continuous education. My time at Kyndryl was interesting as I underwent an adaptation process to the new company, which further developed my resilience.

In 2016, I had the pleasure of starting a new role that posed a significant challenge for me, that of Duty Manager (Incident Manager), receiving guidance from two great friends who joined the team at the same time. This position involved the resolution of both automatic and manual incidents, but now all of high criticality and importance (product and service unavailability directly or indirectly impacting the business) for our clients. In this role, the interaction with technical teams from various IT areas (both within IBM and third parties) and the clients was more extensive, consequently leading to increased use of conferences, whether via Cisco IP phones or conference applications, to communicate with everyone. This role immensely assisted in honing my soft skills as I engaged more extensively with people, guiding in problem resolution, mobilizing necessary resources, escalating to higher levels when required, and directly communicating with the client. During this time, I had my first experience in a leadership role where I had the opportunity to delve into this fascinating subject through conferences with clients. This position also provided greater autonomy in the way I work, leading me to further enhance my knowledge in customer service.

In my first role at IBM, I had the pleasure of learning from various senior operators (internally known at the time as Blues) about monitoring and resolving automatic and manual incidents of low to medium severity related to server, network, and application issues. This involved interactions through chats, conferences, and emails with professionals from various technical areas such as database, networks, servers, developers, middleware, SAP, backups, and even executives. I also learned how to correctly and chronologically log all actions involved in resolving incidents in a timeline format. During this tenure, I was fortunate to receive mentoring on performing and verifying backups using TSM (Tivoli Storage Manager) technology related to low-priority tickets. Finally, I can only express my gratitude to IBM for providing this opportunity at the beginning of my professional career. It allowed me to enhance my English skills by engaging directly with people from other countries, alleviating the tension in conversing in a foreign language. Moreover, it enabled me to deepen my knowledge of servers and IT services in general, as well as asynchronous teamwork.