Experience

• 

  Banrisul

  Jul 2007 - Oct 2008

  Suporte local de ti - diskoffice

  Suporte remoto e/ou local a DG (Direção Geral) do Banrisul de software, impressoras, aplicações locais e hardware.

• 

  Procempa

  Mar 2009 - Mar 2010

  Suporte a campo de ti - telemática

  Técnico de campo (atendimento local às unidades da PMPA).Atividades: configuração e manutenção de computadores. Instalação e configuração de impressoras. Suporte a sistemas utilizados. Configuração de rede e servidores.

• 

  Gerdau

  Mar 2010 - May 2017

  Analyst field support it

  Trabalhos em equipe de TI para atendimento ao negócio, bem como participação e gestão em projetos de TI e participação em grupos de trabalho.Suporte de nível 2 local no Escritório Porto Alegre e para público VIP;Gerenciamento de contas no AD;Gerenciamento de contas de e-mail;Configuração e atualização de servidores e endpoints;Configuração de Switch, APs e Roteadores;Configuração e instalação de dispositivos móveis em redes corporativas como iPad, iPhone, Galaxy e Windows Phone; Show less

• 

  Skaylink brasil

  Jul 2018 - now

  In this role I am responsible for overseeing the end-to-end delivery of IT services to customers located in different countries or regions outside the Americas by our Skaylink Americas team.Customer Relationship Management: Building and maintaining strong relationships with international customers, understanding their IT requirements, and ensuring customer satisfaction.Service Level Agreement (SLA) Management: Collaborating with customers to define SLAs, ensuring that they are aligned with customer expectations, and monitoring the team's performance against SLAs.Team Management: Managing a team of IT professionals based in the Americas, coordinating their activities, and ensuring timely and efficient delivery of IT services.Incident and Problem Management: Overseeing the resolution of incidents and problems related to IT services, coordinating with the team to identify root causes and implement effective solutions.Change and Release Management: Facilitating the planning and execution of changes and releases for international customers, ensuring minimal disruption to their operations.Communication and Reporting: Regularly communicating with international customers, providing updates on service delivery, addressing concerns, and preparing performance reports to demonstrate the team's effectiveness.Vendor Management: Collaborating with third-party vendors and suppliers to ensure seamless delivery of IT services, monitoring their performance, and addressing any issues that may arise.Knowledge Management: Promoting knowledge sharing within the team and documenting best practices to enhance service delivery efficiency. Show less

  • Service Delivery Manager

    Jan 2021 - now

  • IT Support Specialist

    Jul 2018 - Jan 2021