Experience

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  Aol

  Jan 2001 - Aug 2002

  It attendant representant

  Telephone support for AOL customers, installing and connecting the internet access application (browser and dialer), Support for Windows 95/98 and Me Operating Systems, PcTel Modem and Internet Explorer browser;Assistance with billing services, changes to payment plans (from bank slips to credit cards) and issuing new billing slips;Assistance to the loyalty department by reversing subscriber cancellations.

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  Linx

  Aug 2002 - Jun 2004

  Network support analyst

  Implementation of network infrastructure for the "ConecTEF" solution in several Shopping Centers, in the cities of São Paulo, Ribeirão Preto, São José do Rio Preto, Brasília and Goiânia.Support users of this credit card system, both software, hardware and network.Configuration of Invoice and Label forms for the company's customers (Vila Romana, Brooksfield, Crawford, Siberian, Luigi Bertoli, Yatchsman and Cori).

• 

  Amadeus it group

  Jul 2004 - Feb 2006

  It help desk analyst

  Global company focused on the airline market, developing solutions for these companiesMain responsibilities:Support for 1st, 2nd and 3rd level users, in Windows XP, Office 2000 and 2003, SAP ERP, Network, PABX and extensions, corporate applications, antivirus and printers;Installation and maintenance of the Windows Server 2003 environment, including MS Domain Controller, Printer, WebServer,Antivirus, PABX ticketing servers;I participated in moving the office to another building, supporting the entire infrastructure of desktops, servers and networks (LAN/WAN). Show less

• 

  G&p

  Mar 2006 - Aug 2006

  Support analyst level 2

  Brazilian company focused on service desk outsourcing.Allocated at Alcatel Brasil LTDAMain responsibilities:Implementation of the trilingual Centralized Service Desk, traveling to Mexico to obtain information on the range of IP addresses, servers, printers, applications and processes and training for the 1st and 2nd level support team.Support for 2nd and 3rd level users, on Windows 2000 Pro and XP, MS Office97 and 2000, corporate McAfee Antivirus, for the entire region: Latin America, Portugal and Spain; Show less

• 

  Stefanini brasil

  Aug 2006 - Oct 2008

  Support analyst (trilingual)

  (Allocated at Louis Vuitton)Support for users in desktop applications, Windows XP, PABX - extensions, MS Office 2003, network, location in offices and points of sale in stores;Maintenance of the Windows Server environment - 10 servers, 2 local and 8 remote, including DC, Backup, Citrix server (applications), File Server, Inventory Server, Antivirus Server;Installation of LANDesk, IT inventory and inventory control tool, across the entire environment in the Latin America region;Implementation and configuration of the Corporate Antivirus Solution (Kaspersky) in the region, replacing Symantec Corporate Antivirus;Installation of IT and Communication infrastructure in a new Group store in São Paulo, SP. Show less

• 

  American tower do brasil

  Oct 2008 - Oct 2023

  I managed the team of IT User Support Analysts for the São Paulo and Minas Gerais offices (office and home office). Evaluated annual and semi-annual performance, and monitored SLA and key performance factors. I improved and maintained service levels at 97% Response and Resolution and 92% service satisfaction for the last 3 years (2021/2022/2023). I controlled the team's hours, including time bank and overtime, days off, vacations, and shift schedules.Managed and maintained the IT Infrastructure, including its optimization, such as migrating application and database servers to the cloud and file servers for Sharepoint—optimized cloud resource usage costs (AWS) by 80% in 2022 and 10% in 2023.I carried out migration projects for IT Services, including cloud services such as File Sharing, Windows and Linux Servers, and fixed telephony services (MS Teams SBC).Coordinated support activities and projects with regional teams in Latin America (Argentina, Chile, Mexico, Peru, and Paraguay), at Headquarters (USA), and with Cisco partner in IndiaPlanned, controlled, and presented Brazil's IT Infrastructure budget (approximately 1 million dollars). I optimized and saved costs by an average of 10% annually over the last 3 years. Show less Managed and maintained the IT Infrastructure of American Tower Latin America (Brazil, Mexico, Peru, Colombia and Chile), including Server Rooms, Windows Servers, Communications (Network and PBX) and Data Storage.Managed IT suppliers (mobile telephony, server and network equipment warranty, internet providers, fixed telephony and PABX and systems support), with the hiring process, contract management, payments, renewals and termination.I coordinated the IT team in the construction and moving of corporate offices, including Brazil, Chile, Colombia, Peru, Uganda and Mexico. Show less I implemented the support area for the company's users in Brazil. Implemented the ticket system to control attendance and service level.I maintained and managed the infrastructure of physical servers installed in the office, including electronic file services, printing, access control, electronic mail and corporate applications.Managed and maintained the PABX (Alcatel) and fixed telephony.I managed IT suppliers, such as mobile telephony, internet provider, maintenance of HP servers and printers. Show less

  • Technical support manager

    Jan 2021 - Oct 2023

  • Systems Engineer IT

    Jun 2011 - Jan 2021

  • Senior Information Technology Support Analyst

    Oct 2008 - Aug 2011
• 

  Sika

  Apr 2024 - now

  Coordenador de ti

  Coordenei as atividades de Infraestrutura de TI, suporte e projetos de implementação e melhorias com tecnologias Extreme Netowrks, servidores Windows on premises e nuvem.Gerenciei as finanças da área de TI no Brasil, custos operacionais, gestão e pagamento a fornecedores e projetos de investimentos em TI.