Mauricio Cardoso

Experience

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  Unisinos

  Nov 2014 - Oct 2016

  Scientific Research Trainee (CNPq) of Graphics Computer at Unisinos

  Developed projects using C++ programming language and OpenGL with focus on medical technology. Translated scientific papers for international conferences. Owner of a project which simulated the impact of missing or low sun light in big cities.

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  Dell

  Nov 2016 - Mar 2020

  Team lead and IT services operations analyst in a segment responsible for the availability, performance and functionality of monitoring, ITSM, middleware, virtualization and automation applications in the DELL EMC production environment.● Support all the type of incidents, including cases with high impact in the company;● Data analysis to identify knowledge gaps and problems which need permanent fix;● Delivering of automations or eliminate repetitive work, as well, identify new process opportunities and any other action which can improve the KPIs.Some applications supported:● Monitoring: Team lead and IT service operation analyst in a segment responsible for the availability, performance and functionality of monitoring, ITSM, middleware, virtualization and automation applications at DELL EMC production environment., Zabbix, Oracle Enterprise Manager, SCOM and CatchPoint;● Middleware: MFT, SCG, Boomi Bie and SSFD;● Automation: Control-M (BMC), BladeLogic and SCCM;● Virtualization: Citrix XenApp and VDI;● ITSM: ServiceNow and Troux.Some of my daily activities to make our team capacity to work on a comfortable and prepared form to perform the best service:● Knowledge transfer process;● Provide trainings needed and the schedule;● Knowledge base improvement;● Individual meetings (1:1s);● Team meetings to instigate innovation and teamwork;● Metrics analysis to identify gaps on the segment or environment defects;● Guidance for individual metrics improvement. Show less Team lead and IT services operations analyst in a segment responsible for the availability, performance and functionality of monitoring, ITSM, middleware, virtualization and automation applications in the DELL EMC production environment.● Support all the type of incidents, including cases with high impact in the company;● Data analysis to identify knowledge gaps and problems which need permanent fix;● Delivering of automations or eliminate repetitive work, as well, identify new process oportunities and any other action which can improve the KPIs.Some applications currently supported:● Monitoring: Foglight, Zabbix, Oracle Enterprise Manager, SCOM and CatchPoint;● Middleware: MFT, SCG, Boomi Bie and SSFD;● Automation: Control-M (BMC), BladeLogic and SCCM;● Virtualization: Citrix XenApp and VDI;● ITSM: ServiceNow and Troux.Some of my daily activities to make our team capacity to work on a comfortable and prepared form to perform the best service:● Knowledge transfer process;● Provide trainings needed and the schedule;● Knowledge base improvement;● Individual meetings (1:1s);● Team meetings to instigate innovation and teamwork;● Metrics analysis to identify gaps on the segment or environment defects;● Guidance for individual metrics improvement. Show less

  • Senior Analyst, IT Services Operations

    Oct 2019 - Mar 2020

  • Analyst, IT Services Operations

    Oct 2018 - Sept 2019

  • Specialist, IT Application Management

    Sept 2017 - Sept 2018

  • Analyst, IT Application Mgtm

    Nov 2016 - Aug 2017
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  E-Core

  Mar 2020 - Sept 2021

  Premier Support Engineer

  The E-Core company is one of the Atlassian support centers around the globe. I am part of an Enterprise Support team focused on providing advanced support and product expertise to the world's largest companies, where I am currently supporting JIRA tickets raised by these customers.Our team is accountable for triaging issues, performing root cause analysis, debugging and troubleshooting all the Atlassian supported products.

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  Dell Technologies

  Oct 2021 - now

  IT Infrastructure Engineer - SME for Monitoring Solutions

  As part of my role, I ensure optimal IT infrastructure performance, integrity, consistency, and synchronization across infrastructure components. Additionally, I make sure that the application environment meets stakeholder requirements, legislation, policies, standards, and best practices.To achieve this, I:● Monitor, mitigate, and apply fixes for vulnerabilities, as well as environment and application issues;● Enhance application usage and efficiency by developing and implementing roadmap plans aligned with company and user objectives;● Establish and follow operational procedures for maintaining and upgrading technology as needed, while supporting both new and existing applications;● Collaborate with other IT teams and business units to troubleshoot and resolve technical issues;● Develop and deliver training sessions for customers;● Work closely with stakeholders to gather feedback and identify opportunities for new solutions. Show less