Jonathan Oliveira

Experience

• 

  IBM

  Mar 2014 - Jan 2021

  Acting as a Team Leader of technical team for Server Management Distributed division.Focal point in support of International Projects with customer interface. Responsible to Manage and implement defect reduction program with continuous improvement methodology. Coordinate support team Level I and II, 24x7x365, 25 staff. Escalation contact point for critical problems. Responsible for improvements in the supported environment and increase customer satisfaction.Incident, problem and change management. Patch Management Focal for Windows environment. Responsible for troubleshooting Intel platform and Infrastructure Decommission Management.Responsibility for process definition and technical documentation used to handle Intel IT environments. Lead critical incidents, supporting system analysts and reporting to management and final customer. Responsible for developing the skills of more than 250 employees. Planning and monitoring of metrics for the level of development of each employee.- Process optimization, deep analyze the processes pursuing improvements, restructuring and automation for cost reduction.- Build an environment based on innovation, trust and client dedication - Coach and help develop team members - Maintain delivery quality- Hands-on execution- Results-oriented- Leadership on global projects- Root Cause Analysis (5 Why´s)- Continual Improvement Process- Team leadership and motivation Exibir menos As Shift Leader I am responsible labor demand and balance between the team's resources according to their knowledge. I am also responsible for manage team’s work schedule, functional team id, being the focal point to solve the critical first level problems and manage critical calls and analyze who is qualified to solve them. In addition, I am responsible for providing data to the metrics of each analyst, monitor ticket tools, requests, problems and changes in the environment. I am had to be always attentive to provide all the information, for the 1st line and 2nd managers, as well as helped them to assess the resources and provide improvements to the area.- Technical Leader in all 4 platforms that supports my client – Distributed, Network, Mainframe & Production.- Knowledge and experience in all 4 platforms.- Coordinate support team Level I 24x7x365, 16 staff- Experience in dealing with unusual situations and with the personal problems of my co-workers.- Experience in Delivery Management Support.- Technical knowledge in several issues.- Leadership & Management skills.- Experience in dealing with the emotional intelligence.- Experience in Change Coordination & Execution Process.- Supporting the most important applications from my client.- Work Schedule Management- Conflict resolution- Monitoring and developing feedback- First point of contact for Critical Incident Management- Acting in the escalation process to high levels- Vendor Engagement- Execution of executive reports- Monitoring and Crisis Management- Processes management- Development and improvement of operation processes Exibir menos Distributed and Middleware Analyst, acting as primary level support for Windows Servers, Unix/Linux systems and Middleware applications.- Responsible for deploying in WAS (websphere application server) 7.0 and 8.5;- Responsible for performing tickets related to the MQ middleware product;- Responsible for making changes related to the products (MQ, WAS, BROKERS);- Responsible for creating routines and scripts in powershell and shell script;- Administration and support to the Windows Server environment. Active Directory DHCP, File Sharing, DNS, NTFS permission, print management, WSUS, GPO tools;- Responding to user incidents/requests and monitoring alerts;- Support for improvements in configuration and Windows Server solutions;- Resolution of SLA Compliance incidents/user requests;- Application of hotfixes in Windows Server;- Support via phone/email with international users to solve problems;- Resolution of incidents/requests in VMWARE vCenter Server 6.5 environment;- Experience in controlling and planning the resolution of security vulnerabilities in a Windows environment. Exibir menos Responsible for monitoring and maintaining the day to day operations, which includes all nightly processes such as:- Technical support of my team.- Performing changes in several Mainframe & Production applications;- Providing 24x7 active support/monitoring of the customer systems Z/OS, CICS, DB2, CA-7, JCL;- Maintaining, monitoring, and responding to status of tasks, applications, hardware alerts, and events;- Performing maintenance IPLs and SAD on the Mainframe;- Performing Disaster Recovery;- Monitoring performance of online system related problems;- Monitoring and responding to system and application alerts;- Provide support and recovery for any of the tasks/subsystems running on customer systems;- Analyzing first level problems for all systems,Recording and routing problems to appropriate IBM Support Groups;Also, working with agile methodologies to improve comunication, service delivery and transparency. Exibir menos

  • Team Leader

    Jan 2020 - Jan 2021

  • Shift Leader

    Jun 2017 - Jan 2020

  • Distributed Systems Analyst

    Mar 2016 - Jun 2017

  • Mainframe/Production Control Analyst

    Mar 2014 - Mar 2016
• 

  Kyndryl

  Jan 2021 - now

  Acting as a Team Leader of technical team for Server Management Distributed division.Focal point in support of International Projects with customer interface. Responsible to Manage and implement defect reduction program with continuous improvement methodology. Coordinate support team Level I and II, 24x7x365, 25 staff. Escalation contact point for critical problems. Responsible for improvements in the supported environment and increase customer satisfaction.Incident, problem and change management. Patch Management Focal for Windows environment. Responsible for troubleshooting Intel platform and Infrastructure Decommission Management.Responsibility for process definition and technical documentation used to handle Intel IT environments. Lead critical incidents, supporting system analysts and reporting to management and final customer. Responsible for developing the skills of more than 250 employees. Planning and monitoring of metrics for the level of development of each employee.- Process optimization, deep analyze the processes pursuing improvements, restructuring and automation for cost reduction.- Build an environment based on innovation, trust and client dedication - Coach and help develop team members - Maintain delivery quality- Hands-on execution- Results-oriented- Leadership on global projects- Root Cause Analysis (5 Why´s)- Continual Improvement Process- Team leadership and motivation Exibir menos

  • Service Delivery Manager

    Jun 2022 - now

  • Team Leader

    Jan 2021 - Jun 2022