Daniel Silva

Experience

• 

  Rom System

  Jan 2011 - Jan 2016

  IT Support Analyst

  - Delivered technical support via chat, phone, and in-person, achieving a first-call resolution rate of 92%.- Managed SQL Server databases, including data migration, backup, and recovery.- Assisted in the migration of on-premise infrastructure to AWS, ensuring minimal downtime.- Documented technical processes and created knowledge base articles for internal and external use

• 

  Raffinato Softwares

  Jan 2016 - Jan 2025

  - Provided multi-level technical support (N1, N2) to resolve complex IT issues for clients and internal teams.- Managed and optimized AWS cloud infrastructure, reducing cost by 20% and improving system performance.- Administered SQL Server databases, including backups, performance tuning, and query optimization.- Delivered remote support via chat, phone, and in-person, achieving a customer satisfaction rate of 88%.- Automated repetitive tasks using scripting and DevOps tools, saving X hours per month. Show less - Led and managed the N2 support team, ensuring high-quality technical assistance and timely resolution of complex issues.- Spearheaded projects and implemented agile methodologies to improve team efficiency and project delivery.- Managed databases (RDS) and data center operations on AWS, ensuring optimal performance and security.- Developed and optimized SQL Server queries to enhance database performance and resolve issues.- Analyzed database logs and system performance to identify and implement temporary or permanent fixes for tool errors and performance bottlenecks.- Conducted analysis and validation of electronic tax documents (Sped Fiscal, Sintegra, NFCe, NFe, Paf-ECF) to identify issues and generate solutions.- Created and managed key performance indicators (KPIs) to track team performance and drive continuous improvement. Show less

  • IT Support Specialist

    Mar 2021 - Jan 2025

  • IT Support Manager

    Apr 2016 - Jan 2025

  • Technical Support Engineer

    Jan 2016 - Mar 2018