Mauricio Borges B.Sc.

Experience

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  7COMm Informática Ltda

  Sept 2006 - Mar 2014

  Information Technology Specialist

  • Designed and implemented a disaster recovery site for business continuity • Implemented a ticket system to manage support requests for the IT area, and was responsible for organizing the service structures, creating users and releasing access rights • Implemented a knowledge base that helped the support team and streamlined problem solving • Developed continuous training, serving new users and recycling the knowledge of old users • Created reports to serve the company's board with performance indices of the areas, which made it possible to apply improvement processes and reduce the time and cost of internal processes • Implemented ITIL methodology processes that reduced the response time of calls from the internal support team by 30% and customer satisfaction rose to 90% • Developed several systems in MS Access Database for financial, recruitment and a selection of commercial areas, generating time savings (around 50%) and generating reports that helped the board in the decisions • Mapped business processes through meetings with key users, generating UML documents for the development of new functionalities for the systems involved • Monitored and guaranteed projects were progressed according to the schedule Show less

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  Point Systems Ltda

  Jun 2014 - May 2022

  Senior Information Technology Specialist

  • Used agile methodology techniques with the support team that ensured a significant improvement in the level of internal customer satisfaction• Managed a team of more than 20 professionals, which provided support for sales force management software• Developed network integration projects using equipment such as routers, switches and data links (wired and wireless)• Installed Microsoft features and explained to employees how to effectively use them• Ensured periodic system reports were accurate, up to date and submitted on time• Developed metrics to control and monitor the quality of the service provided by the support team, including % historical service, goals, and response time, allowing for decision making and necessary adjustments• Removed obstruction points, worked with technical and development teams, to find the best path tosuccessfully complete the projects• Built a strong, collaborative, and productive environment which contributed to the growth of the company• Understood and matched business client´s requirements and interacted with high-level stakeholders, including Directors, Vice-Presidents, and a Senior Vice-Presidents• Modeled high and mid-level requirements and submitted them to the technical team, ensuring thatrequirements are clear and well covered• Mapped and modelled the internal processes of the IT areas, generating better performance Show less

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  PSA Halifax

  May 2022 - now

  Information Technology Team Lead

  IT Production Systems ManagerManagement of IT providers (Sys Admin, Network, TOS, CCTV)Financial Management (acquisition of software, hardware)Management of the migration project from Office 365 to the Global Environment, profile analysis, purchase of auxiliary software, negotiation with suppliers.Management of the migration project from conventional telephones to IP telephones, negotiation with suppliers, acquisition of equipment, risk analysis and implementation.