Etrading Access Management Analyst

• Apr 2022 - Present

Senior Business Analyst

• Mar 2020 - Oct 2020

(Heineken): Responsible to manage the software licenses and installation for Americas (USA, MX and Caribbean), providing a weekly and monthly basis report throughout the meetings, strategies of management, plan of improvements, support about the licenses’ acquisition and renewals, cost savings, report management and presentation for the internal and external stakeholders. (ISA): Responsible to manage the software licenses, installation, control the acquisitions and renewals for several countries around South America for CTEEP, Internexa, Intercolombia and XM. Plan of improvements, weekly meetings for strategies, cost savings, report management and presentation for the internal and external stakeholders.

Senior Support Analyst

• Jul 2018 - Jan 2020

Position: Senior IT Support Analyst Main activities: request and incident management, (Create/Follow-up/Solve) (L1 to L3), plan of improvements, problem escalation performing the follow up up to solve it with all the analysis and resolution, performed in Portuguese, English and Spanish language. Remote access support and IT best practices advice. Position: Senior IT Support Analyst Main activities: request and incident management, (Create/Follow-up/Solve) (L1 to L3), plan of improvements, problem escalation performing the follow up up to solve it with all the analysis and resolution, performed in Portuguese, English and Spanish language. Remote access support and IT best practices advice.

Junior Support Analyst

• Jan 2015 - Jul 2018

Position: L2 IT trilingual support Main activities: Troubleshooting, request and incident management, (Create/Follow-up/Solve) for end users and internal general IT related issues, interacting to other collaborators and local IT staff in Portuguese, English and Spanish. Remote access, presencial support and IT best practice advice. Position: L2 IT trilingual support Main activities: Troubleshooting, request and incident management, (Create/Follow-up/Solve) for end users and internal general IT related issues, interacting to other collaborators and local IT staff in Portuguese, English and Spanish. Remote access, presencial support and IT best practice advice.