Luis Moura

Experience

• 

  McDonald's

  Feb 2011 - Feb 2015

  Treinamento de funcionários;Organização de estoques;Gerenciamento de áreas;Controle de Desperdícios;Preventiva e calibragem dos equipamentos;Fechamento de equipamentos pós-plantão Atendimento ao cliente.

  • Instrutor

    Oct 2012 - Feb 2015

  • Atendente

    Feb 2011 - Oct 2012
• 

  LafargeHolcim Brazil

  Jul 2017 - Jul 2019

  Higher Intern

  - User life cycle management;-Server Administration (Active Directory, Folder access and GPO control;-Windows Server tool usage -1st and 2nd level IT support using ITIL procedures;-SAP life cycle (creation, attributes, control and follow-up jobs);- Hardware control and configuration for new employees

• 

  Wittel Comunicações LTDA

  Dec 2019 - Mar 2022

  Trainee

  - Customer support via Service Now- VOIP management via Genesys- User Management via Genesys Cloud- SAP BI User management & Report mgmnt.- Data Backup

• 

  Kemek IT Solutions

  Jul 2022 - Sept 2022

  IT Support Analyst

  IT Support for Users;Firewall/ Network MonitoringEquipment management;Server Administration

• 

  DISYS Brasil

  Sept 2022 - Jan 2023

  Analista de suporte
• 

  Ball Corporation

  Jan 2023 - now

  ITS Analyst, Service Desk Analyst L2

  Responsibilities:- Training of level 1 and level 2 Service Desk analysts globally.- I am the escalation point for level 1 analysts, answering questions and providing guidance in cases of greater complexity.- I am, together with the team of level 2 analysts, responsible for interacting with IT teams, to deal with high priority tickets, ensuring that the problem is reported, and the responsible teams are contacted as quickly as possible.- I work with multiple IT teams globally to ensure clean and concise communication whenever there are problems at plants, from the moment of reporting, to the details of what happened.- Quality support for plant users, providing guidance as needed.- Support for key users (VIP), providing support at different levels with maturity and complexity.- I am responsible for assigning tickets to level 1 analysts globally to develop the procedures carried out by the Service Desk.- Weekly reports to leadership, ensuring that all points of attention are properly informed.- I am responsible for ensuring that the next shift is aware of any notable issues, and providing support with key communications given by leadership, so analysts can start their shift aware of important situations.- I use the ServiceNow platform to create and organize reports, filters and also historically manage requests, incidents and changes.- I am responsible for partially managing the lifecycle of user profiles in key company systems.- I am responsible for tracking critical access, acting to protect and report any problems that are identified. Show less