Henrique Gibi

Experience

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  Sorocaba Technological College (FATEC)

  May 2007 - Jun 2008

  Internship in Mechanical Design (CAD)

  ✔ Approved in an internal selection process, I was assigned to:➤ Attend students (like myself, at the time) in the Mechanical Design Lab and support the use of AutoCAD® software, solving doubts about its operation.➤ I provided range of services in Multidisciplinary Laboratory so that students could use the academic computers for academic purposes, although it was not related to mechanical design.➤ Participate in various activities such as posters and slideshows at science fairs and for candidates for the entrance exam. Show less

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  Medsystem Hospitalar

  Jul 2010 - Jun 2011

  Internship in Clinical Engineering

  ➤ Internship in a Clinical Engineering company that provides services in a hospital in Sorocaba. Preven Preventive and corrective maintenance of medical equipment and supply of hospital compressed air. Provision of technical support in the sectors, for example, emergency room, intensive care unit for children and adults, operating room, maternity. Zeal to the stock of medical gases in order to never let him end up in the hospital.➤ Support urological surgery video, accompany the doctor during the procedure, assisted by: surgical camera, laser, surgical arcing device (on live radiography), and any complications related to the equipment.➤ Despite the above mentioned. I developed a list of preventive maintenance protocols for an anesthesia cart, which made the process of checking the items more practical, taking less time. Show less

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  Santa Casa de Misericórdia de Belo Horizonte

  Sept 2011 - Aug 2012

  Clinical Engineering Team Leader

  ➤ Technical team supervisorning➤ Deployment of a system to manage the medical device's maintenance ➤ Inventory control➤ Reduction of Clinical Engineering costs through suppliers and third parties: saving resources and time

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  Mühlbauer, Inc.

  Aug 2012 - Oct 2015

  Service Engineer - RFID Smart Label & Chip Module

  ➤ Installation and maintenance of RFID machines Worldwide➤ Daily report about project status, technical issues, solutions, etc➤ Multitask Troubleshoot: IT, machinery, process, material, level 2 support➤ Traveling to participate in international training, meetings and courses➤ Living abroad (Argentina) for 1 year to provide support to a customer➤ Machine operator training (English and Spanish)➤ I was also in charge of training and ramp-up of resourcefulness on the part of the client machines. Therefore, I had previous training in Germany and Malaysia, the company's subsidiaries. Show less

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  Stefanini

  Nov 2015 - Oct 2017

  Help Desk and Backoffice Trilingual Analyst

  ➤ Technical support (Helpdesk and Backoffice)➤ Analysis of internal system processes, creates operational and management reports➤ Application installation and removal➤ Technical support daily user's issue, keeping servers and system working correctly in all Latin America and any country when needed with Office 365 and IBM solutions Being part of an organization that works to turn dreams into reality, makes value-based decisions such as integrity, respect, and seeks to be the best provider of technology is invaluable! Show less

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  Foudever

  Jan 2018 - Jan 2021

  Kaspersky Certified Technician – available only for Kaspersky AnalystsEnd customer technical support provider◦ Reach a service level of 96% (efficiency and customer satisfaction)◦ Tickets: 75% solved in a First Contact Resolution◦ No escalation needed: 96% of tickets ◦ General Troubleshoot (Windows, Android and MacOS)Network configuration to prevent ransomware attack◦ Generate and maintain a backup copy, for prevention◦ Control access: avoid using remote access (most attacks occur through this way)Remote access to workstations and servers (remote offices is not a problem)Setup DNS and Windows registry manipulationLOGs collections (Wireshark, ProcMon, Traces)◦ Possible errors may not have been detected when designing the software◦ Some of these errors happen only in certain environmentsBUG tracing◦ Problems can happen with each operating system update◦ There are many different programs in several different branches, and we can detect incompatibilities Show less

  • Technical Support Trilingual Analist

    Sept 2019 - Jan 2021

  • Technical Support Trilingual Agent Jr

    Jan 2018 - Sept 2019
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  GFT Group

  Jan 2021 - Aug 2021

  AWS Builder | System Analyst

  Serverless Architecture with AWS:• Development of serverless solutions using Amazon CloudWatch Events and Scheduled Events.• Solutions with AWS Lambda for efficient and scalable systems.• Significant optimization of operational costs.• High availability and quick response to real-time events.Application Design for Fault Tolerance:• Focus on creating applications with maximum fault tolerance and self-healing.• Careful design practices and rigorous testing.• Resilience and reliability in high demand scenarios or unexpected failures.Optimization and Redesign of Critical Components:• Identification and analysis of critical components in technologies used.• Proposed and executed redesigns to increase robustness and reliability.• Contribution to increased operational efficiency• reduction of downtime risks.Global Accessibility and Reliability:• Ensured applications were accessible and trusted globally.• Implementation of data replication strategies and load balancing services.• Consistent, high-quality user experience regardless of location. Show less

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  Itaú Bank

  Jan 2022 - Nov 2023

  IT Engineering Analyst

  Systems Development with Java and Python:• Building robust and adaptable solutions for various business challenges.• Efficient use of Java and Python to develop complex systems.Experience with AWS for Cloud Solutions:• SQS implementation for reliable and scalable messaging.• Using Fargate to efficiently run containers.• Use of Lambda for serverless computing, promoting scalability and cost optimization.Integration of Advanced Tools and Technologies:• Using Docker for effective containerization.• Application of Kafka for processing real-time data streams.• Implementation of Grafana and Prometheus for monitoring and visualizing metrics.• Using Splunk to analyze and obtain in-depth data insights. Show less

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  Concentrix

  Oct 2024 - now

  Senior Software Support

  🔹 Professional Responsibilities and Expertise in Customer Service📞 Multichannel Contact and Record Keeping: Experienced in receiving and managing user contact through phone, email, and web, ensuring comprehensive documentation in specific tools according to each operation.⏱ Work Hours Monitoring: Accurately tracked work hours through software integrated with telephone systems, ensuring precise time management.🔹 Key Responsibilities:• Conducting initial user interaction, understanding their requests, and directing them to the appropriate solution specialist as per defined processes.• Proactively contacting users to gather additional information when needed for efficient issue resolution.• Ensuring adherence to high-quality standards set by the department and management.• Recording incidents in management systems with the detail and formatting defined in operational processes.• Consulting second-level support for guidance on processes and technical issues not outlined in current documentation.• Leveraging operational support tools to provide solutions for reported cases, ensuring positive user experiences.• Effectively directing cases to the appropriate support levels as established in the processes, ensuring SLA (Service Level Agreement) compliance.• Continuously monitoring operational results and user satisfaction, suggesting improvements for process enhancement.• Staying connected with support systems and tools necessary to ensure comprehensive and quality service.✨ Results and Continuous Improvement: I have consistently aligned my performance with user satisfaction goals and process improvements, actively contributing with suggestions and innovations that added value to the service provided. Show less