Information Technology Specialist

• Jul 2016 - Present

Service Relationship Manager

• Sep 2014 - Feb 2015

• Management of strategic Global clients for Americas region, maintaining strong professional relationship, and responsible for overall client satisfaction with Services.• Management of ‘in life’ development of a contract with a customer to enhance the customer experience. Development of new initiatives and Service Improvement Plans to increase customer satisfaction.• Working with a global team to manage Project Management, Service Desk, Business Management and Delivery to achieve customer contractual and business requirements. • End to End responsibility for contractual Service Levels. • Development and presentation of Quality of Service monthly reports.

Shift Lead

• Jan 2012 - Sep 2014

Promoted again holding the position of Shift Leader (Shift Supervisor), Incident Manager (Manager Incident / Crisis) and Queue Manager (Responsible for the progress of the incidents on the ticket queue). Responsible for leading all critical incidents during the shift, leading and managing meetings with global customers (Spanish and English) and ensuring that incidents are being worked properly and updating the client on the progress as shift leader and leading the shift being point of escalation within the company, such as queue manager is responsible for ensuring that the ticket queue is being worked properly following their proper priorities and responsible for the division of tasks and activities within the group, being responsible for updating documentation and processes.

Operations Supervisor

• Nov 2011 - Jan 2012

Promoted to the Team Supervisor, being responsible for the international customer SABMiller Breweries, the second largest brewery in the world. Contact with the client directors in Europe and Latin America with conversations in English and Spanish. My duties are to manage the queue of incidents and motivate team members to meet the targets, updating spreadsheets and documentation, mediating critical issues with the client and conducting trainings with internal teams and with client Service Desk. I was responsible for creating all the documentation that the team has until today as well as its update.

Major Incident Manager

• 2010 - 2011

Promoted to the position of Incident Manager (Incident Manager) working in the role of broker and ensure that the most critical incidents will be worked properly by analysts and that the client is informed of our steps and progress, responsible for coordinating and leading technical conferences and ensuring that the incident is working correctly, responsible for all customers of BT Brazil.

Network Analyst 2nd Level

• 2009 - 2010

Hired as a Network Support Level 2, supporting routing and switching for international customers as FIAT, SABMILLER, AMCOR, SCANIA and Nexans, also responsible for correcting processes and implementation of new services, relationship with customers around the world with conversation in English, Spanish and Portuguese .

Security Analyst

• Sep 2008 - Oct 2009

Support Linux server DHCP, DNS, Vital QIP (IP Management), support for Nokia Firewalls and Sun Solaris products using Checkpoint and Cisco (ASA, PIX, FWSM), and Websense servers supporting customers worldwide with Dow Chemical reading, speaking and written in English and Spanish. Support Linux server DHCP, DNS, Vital QIP (IP Management), support for Nokia Firewalls and Sun Solaris products using Checkpoint and Cisco (ASA, PIX, FWSM), and Websense servers supporting customers worldwide with Dow Chemical reading, speaking and written in English and Spanish.

Network Analyst 2nd Level in IBM Brazil

• Aug 2007 - Aug 2008

Level 2 Network Support, working at IBM supporting the customer DOW Chemical NOC (Network Operation Center), with monitoring of LAN / WAN / Wireless settings, Routers and Switches CISCO, troubleshooting and VPN settings (AT&T Network Client) and VPN Concentrators. Contact with the DOW and IBM employees around the world, spoken and written. Level 2 Network Support, working at IBM supporting the customer DOW Chemical NOC (Network Operation Center), with monitoring of LAN / WAN / Wireless settings, Routers and Switches CISCO, troubleshooting and VPN settings (AT&T Network Client) and VPN Concentrators. Contact with the DOW and IBM employees around the world, spoken and written.

Server Analyst in IBM Brazil

• Feb 2005 - Aug 2007

Windows Server Support. Support for IBM servers worldwide, with the main tasks of monitoring systems using the Netmonitor IBM Tivoli TEC tool and supporting web and application servers on IBM Notes environment, also taking a leadership role leading the Night shift as a Shift Leader. Windows Server Support. Support for IBM servers worldwide, with the main tasks of monitoring systems using the Netmonitor IBM Tivoli TEC tool and supporting web and application servers on IBM Notes environment, also taking a leadership role leading the Night shift as a Shift Leader.

Volunteer Service - Missionary

• Aug 2002 - Sep 2004

Volunteer service for two years as a missionary of The Church of Jesus Christ of Latter-day Saints in the states of Paraiba and Rio Grande do Norte ,Brazil, responsible to give religious lectures and leading a team of over 100 people. Contact in English with American missionaries. Volunteer service for two years as a missionary of The Church of Jesus Christ of Latter-day Saints in the states of Paraiba and Rio Grande do Norte ,Brazil, responsible to give religious lectures and leading a team of over 100 people. Contact in English with American missionaries.

IT Support

• Jan 2000 - Jul 2002

Customer Service Desk responsible for the installation of hardware, software and support on all Company IT services and telephony. Customer Service Desk responsible for the installation of hardware, software and support on all Company IT services and telephony.