Wesley Silva

Experience

• 

  SINT sistemas e integração LTDA

  Oct 2007 - Apr 2012

  IT Support Leader

  • Management and administration of small, medium and big projects• Team leadership with 15 employees and in all company projects• Thorough review of all elements of the infrastructure of projects to always comply with the final delivery date• Customer service and support 2nd and 3rd level• Supported remotely users on Scheduling and Server Management• Assembly and infrastructure management activities for inventories and events• Provided infrastructure enhancements such as software & hardware upgrades, performance tuning • Upgrades and Configurations Reviewed, prioritized and troubleshooted requests and issues• Established, owned and managed standards, policies and maintenance plans for all databases including security, server monitoring, backups, disaster recovery and performance management• Site Survey through AutoCAD and in Client• Administration of internal and external infrastructure • Achievements: Provided leadership for projects and Level 2 and 3 support for over 200 clients and 50 local users requiring hardware and software support via phone, email, remotely and desk side• Creation of best practice documentation and procedures for all company systems Show less

• 

  Hewlett-Packard

  Jun 2013 - Nov 2015

  IT Support Analyst

  • CUCM – Call Manager, configure and managing, Cisco IP phone configuration• Cisco network support and management, installing and maintenance• Monitored and tracked incidents to provide quality and timely technical support to employees• Resolved complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting. Troubleshooted network connectivity and repaired computer systems and peripheral equipment• Assisted with infrastructure maintenance and enhancements. Monitored and maintained backup & replication jobs and file recovery as needed• Monitored and troubleshooted system health; adjusted volumes and VMs as needed• Decreased downtime, and increased client satisfaction, by aggressive resolution of support issues• Provided infrastructure enhancements such as software & hardware upgrades, performance tuning • Performed Database Installations, Upgrades and Configurations• Achievements: Provided "Level 2" and "Level 3" technical support to 500+ on-site and remote end-users, software training and System Administrator• Trained users on connectivity software Show less

• 

  Simetrias Informática Ltda.

  Nov 2015 - Aug 2017

  IT Support Analyst

  • Development of a Website for registration of technical support tickets• Support in Development with .Net and SQL Server systems, extraction of managerial reports, creating requirements, participation of technical and functional alignments with the client, development of stored procedures, triggers, views, functions.• Administration of Windows Server 2003/2008/2012, Active Directory, DNS, SQL Server, Oracle Database• Infrastructure management, Switches, Routers, Local and Wifi network• Troubleshooted issues and diagnosed customer problems through systematic root cause analysis• Assembly and maintenance of computers, Laptop and Desktop • Performed basic computer hardware and software installations. Responded to escalated technical issues by web portal, telephone and e-mail. Delivered an outstanding customer experience remotely• Interfaced directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution. Monitored the Transaction activities• Achievements: Provided "Level 2" and "Level 3" technical support to 100+ on-site and remote end-users, software training and System Administrator Show less

• 

  Aspira

  Mar 2018 - Oct 2018

  IT Helpdesk Engineer

  • Windows Administrator• Windows Support• Azure Backup Server• Azure Site Recovery• G-Suite• Microsoft Office 365• Provide Level 1, Level 2, and Level 3 end-user software and hardware support.• Create technical solutions for laptops and desktops to push end-user innovation.• Deal with customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with Company procedures.• Implement and manage backup, anti-virus systems, and system servers.• Exchange migration using Google Apps or Office 365.• Maintain an up-to-date level of service, systems, and procedural knowledge.• Documentation-oriented tasks and hands-on technical tasks including design, implementation and management for Windows server and collaboration platforms (email, instant messaging, and mobile device management).• Desktop Support experience, supporting a team of 100+ members of staff.• Maintain ongoing communication with other departments within the organization to maintain target levels of performance and ensure top-class collaboration and customer service.• Help maintain a good team and working environment through assisting fellow team members, particularly in relation to technical matters.• Ability to work well as part of a team and also the ability to work independently and demonstrate initiative• Excellent communication and call handling skills, demonstrating fluency in written and verbal communications and the ability to articulate detailed technical instructions.• Strong customer focus, able to interact with internal and external stakeholders at all levels• Encryption by Deslock+ Software and Bitlocker• Conitnuum Certified • AutoTask (open and close tickets) Show less

• 

  Sina Indústria de Alimentos Ltda.

  Jan 2019 - Jul 2019

  Windows System Administrator

  • Windows Server configuration and administration (2008, 2012, 2016)• Windows Support.• SCCM/WSUS (Install and Configuration) • VMWare administration 3 host with 10 virtual machines• Developing a strong culture of operational standardization within the company• Ensuring that all operational tasks are attended in line within the SLA.• Cluster Analysis.• G-Suite (Google apps)• Customer service and support 2nd and 3rd level• Supported remotely users on Scheduling and Server Management• Attention to detail – appropriate use of change control procedures and communication• Assembly and infrastructure management activities for inventories and events• Provided infrastructure enhancements such as software & hardware upgrades, performance tuning • Providing direction to all team members in the execution of their operational duties• Resolved complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting. Troubleshooted network connectivity and repaired computer systems and peripheral equipment. • Failover.• Keeping the team abreast with industry developments in the relative technological field• Upgrades and Configurations Reviewed, prioritized and troubleshooted requests and issues• Implementing and constantly improving operational processes with documentation to ensure service excellence• Established, owned and managed standards, policies and maintenance plans for all databases including security, server monitoring, backups, disaster recovery and performance management• Network Administration• Achievements: Provided leadership for projects and Level 2 and 3 support for over 200 clients and 50 local users requiring hardware and software support via phone, email, remotely and desk side• Creation of best practice documentation and procedures for all company systems Show less

• 

  Black Box do Brasil

  Jul 2019 - Nov 2023

  Network Analyst

  • Resident at Bank of America• Project Coordinator.• Ekahau Survey.• Microsoft Office 365 Administrator.• Microsoft Office Azure Active Directory.• Microsoft Azure Cloud Administrator.• Microsoft Azure Backup Server Administrator.• Virtualization using VMWare ESXi • Onsite support at client premises performing tasks such as hardware, software, networking, troubleshooting, image server, deployment, configuration, rebuilding, and decommissioning.• Perform network cleanup, switch optimization, inspection, and work as needed.• Implement hardware and software upgrades that will improve network system performance and reliability.• Ensure satisfaction by dealing professionally and effectively with all internal and external customers.• Physically install, configure, and test network assets (i.e. switches, routers, firewalls, networking tools, and test devices) in the data center.• Windows Support.• Failover.• Cluster Analysis.• Hyper - V Administration.• VMWare Administration.• Shortel IP Phone Administrator.• CUCM - Cisco Call Manager Configuration and Administration. Show less

• 

  Vivo Vita

  Dec 2023 - now

  Senior Network Analyst

  • Resident at Allianz Group.• Project coordinator.• Wireless Network manager.• CUCM – Call Manager, configure and managing, Cisco IP phone configuration.• Cisco and HP network support and management, installing and maintenance.• Perform network clean-up, switch optimization, inspection, and work as needed.• Hyper - V and VMWare Administration.• Implement hardware and software upgrades that will improve network system performance and reliability.• Ensure satisfaction by dealing professionally and effectively with all internal and external customers.• Network and Wireless Network troubleshooting.• Network monitoring via Zabbix and others tools.• Customer service and support 2nd and 3rd level• Physically install, configure, and test network assets (i.e. switches, routers, firewalls, networking tools, and test devices) in the data center.• Creation of best practice documentation and procedures for all company systems Show less