Raphael Carmo Sartor

Experience

• 

  7COMm

  Nov 2009 - Nov 2010

  Office Boy
• 

  Lopes Consultoria de Imóveis

  Oct 2011 - May 2012

  Operations Analyst

  System training for employees. System support. Preparation of daily reports. Meetings and training in stores.

• 

  IBM

  May 2012 - Oct 2012

  Marketing Assistant

  Purchase and Stock of Gifts and Folders. Preparation of reports and spreadsheets. Assistance to events.

• 

  Todo!

  Oct 2012 - Jan 2015

  Perform comprehensive monitoring of infrastructure assets with support from monitoring tools (HP / others); Responsible for opening calls according to monitoring alarms; Ensure the attendance and resolution of tickets according to SLA and agreed metrics; Schedule according to Matrix, scope of action and SLA response; Support and initial handling of alarms from the HP / other monitoring platform; Survey of information / data to generate Technical Note, Report and other documentation and communication actions of the events (knowledge base); Responsible for communicating all incidents, crises and reporting to those involved; Document events on the monitoring platform for further treatment (known errors); Control and prepare technical documentation with specialized support; Operation and configuration of monitoring Dashboards; Support to all other areas. Show less

  • Technical Support Analyst II

    Sept 2013 - Jan 2015

  • IT Intern

    Oct 2012 - Sept 2013
• 

  Globalweb Corp

  Aug 2017 - Dec 2020

  I participated in the implementation of the CAOA project, Project Analytical Structure, Service Desk management plans, Field Services and IT Governance, RACI matrix, using Agile methods and always based on the ITIL framework. Responsible for the Service Desk, Follow UP, Access Management and Control and N2 teams. Initial training of the team, training of new demands, sending communications regarding procedures, control and auditing of call records, SLA, service level, book of indicators, telephony, bilingual service and contractual items. Directly responsible for the relationship with the client via email, phone, whatsapp, Teams or in person. Responsible for monitoring the calls acting on notes on items of Assurance and good practices. Responsible for controlling the performance of the Service Desk / Operation team. Responsible for applying behavioral, operational and correctional feedbacks. Performance with project management, with motivational projects. Creation of procedures and updates in the knowledge base. Monitoring of improvements, deployments and insertion of new items with the customer on the Service Now platform. Show less Responsible for initial training of the team, training of new demands, sending communications regarding procedures, control and auditing of call records, sla, service level, book of indicators, telephony, bilingual service and contractual items. Responsible for points control, telephone system, (Comunix and xcally), controls and reports via Service Now. Responsible for contacting the customer via email, phone, WhatsApp and Skype. Responsible for administrative requests. Responsible for monitoring the calls acting on notes on items of Assurance and good practices. Responsible for controlling the performance of the Service Desk / Operation team. Responsible for applying behavioral, operational and correctional feedbacks. Performance with project management, with motivational projects. Creation of procedures and updates in the knowledge base. Monitoring of improvements, deployments and insertion of new items with the customer on the Service Now platform. Use of agile methodologies such as Scrum, use of tools such as Trello and implementation of Itil rules. Show less Preventive action on servers, Backup and Database;Multiplatform monitoring - SAP, Dataprotector and PI ProcessBook SAP: Transport of requests JOB routines Inclusion, exclusion and change of user registration Among other functions of the areaProcessBook: Monitoring of routines of the requested area (Industrial software) Dataprotector: Monitoring of routines of daily backups. Servers: Preventive routines of server resources (CPU, memory and disk space) Backup files Show less

  • IT Coordinator - CAOA

    Jul 2020 - Dec 2020

  • Team Leader JR - Suzano

    Feb 2018 - Jul 2020

  • Technical Support Analyst II

    Aug 2017 - Feb 2018
• 

  Proative Technology

  Dec 2020 - May 2021

  Support II (NOC) - Elo Card

  NOC focusing on financial transactions and settlement files (Batch Mesh). ISO 8583 messaging. Environment monitoring using NAVA Flexvision, Grafana, Micro Strategy, Zabbix and Sensedia API Kibana tools. Use of Palo Alto Firewall.

• 

  Ambev Tech

  May 2021 - Jun 2023

  CyberSecurity Analyst I

  Vulnerability Management and Endpoint Protection & Endpoint Defense and Response (EP & EDR)• Azure environment;• Management of antivirus tools for Endpoint Detection and Response (EDR);• Management of Cybersecurity assets and inventory;• Endpoint Protection management and reporting dashboard via Power BI;• Baseline, Endpoint and VMS;

• 

  Globalweb Corp

  Jun 2023 - now

  ITSM Analyst - Military Police of the State of Sao Paulo

  Cherwell Consultant (Ivanti)Support - Bug fixes, software updates, performance improvements and support;Development - Develop and implement improvements;Administration - Access, ticket handling and general support at Second Level