Vinicius Silva

Experience

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  Instituto Butantan

  Apr 2013 - Aug 2014

  IT Trainee

  • Monitored ticket metrics and delegated various tasks to technicians when required.• Provided 1st line technical support; answering support queries via ticketing tool, phone, and email to over 1000 employees.• Hardware and application troubleshooting.• Prepared reports and analyses of help desk metrics.• Responded to incidents within SLA (service level agreement).• Responsible for user access rights changes, action active directory changes, reset passwords, and checking connectivity issues as required. Show less

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  Grupo DASA

  Oct 2014 - Jun 2018

  Business System Analyst

  • In charge of Integration activities between the quality system and corporate systems.• Validated complex business rules within the quality system, ensuring compliance with regulatory requirements and maintaining high standards of data integrity.• Played a pivotal role in testing and monitoring the development of solutions, ensuring successful implementation and user satisfaction.• Monitored systems and supported users with their queries.• Supported business areas in the development of tools.• Proactively participated in weekly team meetings with managers and the Board of Directors to the approval of environments.• Successfully managed the built-in DASA Quality System (SQDASA), overseeing its performance, identifying areas for improvement, and implementing enhancements.• Mapped and created processes to build indicators to ensure the good performance of the team.• Demonstrated strong analytical skills by collecting and analysing requirements for new systems, upgrades, and changes, ensuring alignment with business needs and objectives.• Prioritisation of changes, implementation, and rollout.• Generated detailed documentation such as Dashboards, functional and non-functional requirement definitions, as part of all implementations. Show less

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  DIGISYSTEM

  Oct 2014 - Jun 2018

  Business System Analyst

  Consultant at DASA