Experience

Senior Infrastructure & Support Engineer (BizOps) | Distilled SCH, Ireland | 11/2016 – Current

• Primary point of contact for Corporate IT issues and tech-based decisions.

• Responsible for buying process for all the IT equipment, managing suppliers and contractors

• Creation of processes and documentations for multiple teams

• Hiring and tutoring of junior team members

  • Achievements:

  • Planned and Implemented a corporate support ticketing system that provides us with insights on user's needs generating KB articles that reduce the general down time.

  • Redesigned part of the network to allow secure remote access to employees, based on a OpenVPN solution.

  • Consolidated 6 different G Suite email domains into one, reducing necessary management team in 80% and annual costs in 60%.

  • Designed and implemented new production infrastructure for approx. 50k daily hits based on pfSense cluster, Cisco stack and VMWare

  • Wrote Java and Apex apps to use RESTful APIs to integrate Salesforce, Zuora, Slack and G Suite.

  • Wrote and hosted a Java app that leverages Google Calendar’s API to display only pertinent information about scheduled events for company users

  • Implemented LDAP based single sign-on for multiple services, including VPN, WiFi, analytics tools and conference systems

  • Creation and deployment of Python apps for integrating Slack and Google Calendar

  • Python RESTful API to integrate Salesforce and Google Ad Manager

Account Manager for SuccessFactors | SAP (Outsourced by CPL), Ireland | 04/2016 – 06/2016

• Provided white glove customer centric service for key SAP Success Factors customers from LATAM & NORAM regions

• Reason for leaving: Career change back to Infrastructure and Support. SAP manager is willing to give references in relation to this episode/experience

Sabbatical Leave to acquire Italian citizenship and move to Ireland | 03/2015 - 03/2016

Spring Mobile Solutions, Brazil | 06/2010 – 03/2015

• 3^rd Level IT Support Engineer | 06/2013 – 03/2015

• Managed all I.T. infrastructure including Active Directory, Google Apps, AWS, pfSense, development and test servers for main headquarters, 5 remote branches, over 50 servers and approx. 600 users.

• Administered the corporate support tool (Atlassian Jira) and Wiki (Atlassian Confluence)

• IT Management tasks; Administered the support team (8 members in 5 countries), incident management, metrics and follow up. Liaised between CTO and global tech team

• General MDM tasks: deployment and support of corporate mobile devices (iOS & Android). Setting up for corporate e-mails and VPN.

  • Achievements:

  • Deployed pfSense as the company’s new VPN/Board Firewall solution

  • Migrated on-premises services to the cloud using EC2/Amazon Web Services

  • Deployed “medialess” backup solution based on CA’s ARCServer and Amazon’s S3 and Glacier

• 2nd Level IT Support Engineer & Infrastructure Analyst | 06/2011 - 06/ 2013

• Supported VIP/Executive face to face and over the phone customers for mission critical applications and servers. Created and monitored batch jobs to ensure that the process is performing

• Prepared thorough checklists, reports, and network maps, documenting network layout and equipment after site survey

  • Achievements:

  • Planned, implemented and administered backup solutions based on ARCServe and DPM

  • Presentation of our migration from on-premises Exchange to Google Apps for Business as a Success Case on 2014 Google’s CIO Summit

• Tech Support | 06/2010 - 06/2011

• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions

• Technical point of contact to the rest of the team

• Support to audio and video conferencing equipment (Polycom)

• Effectively communicated (verbally & written) information with team members & customers alike

  • Achievements:

  • New network infrastructure planning and deployment, eliminating bottlenecks and avoiding physical re-working

1st & 2nd IT Level Support | WestLB (Outsourced by Mahyndra Satyam), Brazil | 08/2009 – 06/2010

• Responsible for VIP/Executive support, active Directory administratives services, server administration and backup

• Installed, maintained and supported new applications

• Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems. Provide exceptional Service support to the business

• Incident and problem management; Provided solutions to incidents and Problems.

• Contributed to policies, processes and procedures; Designed and implemented Group Policies

• Worked to SLA thresholds for incidents, requests and problems

• Prioritised and managed several open cases and mini projects at one time

  • Achievement:

  • Planned and implemented deployment Services

Network Administrator | Cidade Jardim Elementary, Brazil | 10/2008 – 08/2009

• Windows 2003 design, implementation and administration. IT team management (2 employees)

• Established network specifications by checked with users, analyzing workflow, access, information, and security requirements; designed router administration, include interface configuration and route protocols

• Established network by evaluated network performance issues include availability, utilization, throughput, goodput, and latency; planned and executed the selection, installation, configuration, and tested equipment; defined network policies and procedures; established connections and firewalls

• Maintained network performance by performing network monitored and analysed, and performance tuning; troubleshoot network problems; escalated problems to vendor.

• Secure network by developing network access, monitoring, control, and evaluation; maintaining documentation

  • Achievements:

  • Design, implementation and administration of backup services

  • LAN expansion (planning and deployment of switches and wireless routers)

Infrastructure Analyst | EDS (Currently HP), Brazil | 08/2007 – 10/2008

• Provided backup system support (BackupExec, ARCServe and TSM) for the following clients of HP: Carrefour Asia, Kraft, Bimbo & Foamex. Oversaw customers including LATAM, Mexico, US, France and China.

• Multi-client, multi-systems, multi-tools environment

2nd Level IT Support Analyst | Microsoft (outsourced by Siemens), Brazil | 04/2005 – 08/2007

• Provided technical support and VIP/Executive support for hardware (PCs, Laptop, Tablets and Smartphones), applications (including MS Office, MS VPC, MediaCenter, Acrobat, etc) and MS Active Directory for over 500 Microsoft employees

• Completed thorough documentation via internal ticketing process (Remedy) to ensure each issue has accurate tracking from problem reporting to problem resolution.

• Maintained productive and satisfactory relationships with clients and employees to ensure dispute resolution.

• Responded, resolved and troubleshoot 2nd level Support issues on all IT areas such as desktops/laptops, smartphones, tablets and printers

• Resolved issues escalated by the 1st level support team. Diagnosed and rectified any problems with installed Desktops and associated peripherals

• Support to audio and video conferencing equipment (Polycom)

• Co-ordinated hardware repairs & replacement equipment where required. Prepared relevant documentation to support

• Provide improvement opportunities that will lift IT department performance

  • Achievements: Automated the workstation rebuild process using internal tools. Reduced overall process time in around 80%, without added costs or need for new applications or licenses.

  • Created an automated user's backup system through scripts, raising productivity of support team.

  • In charge of local office’s deployment and migration to Windows Vista

Multilingual Technical Support | Volkswagen & Audi of America (outsourced by Gedas), Brazil| 03/2004 - 04/2005

• Maintained computer systems and networks for overseas customers (Volkswagen and Audi employees) and team members to provide services and help resolve computing problems

• Installed and configured computer systems, diagnosed hardware and software faults and solved technical and applications problems

• Troubleshoot system and network problems

• Collected detailed information to categorize requests in order to determine method of resolution

  • Achievements:

  • Entrusted to be member of pilot team of Volkswagen and Audi's helpdesk project from US to Brazil

  • Primary contact for processes and procedures implementation from the head-office

  • Created technical documentation for future teams

IT Managing Partner | Ranking Cybercafe, Brazil | 06/2003 – 03/2004

• Planned, deployed and administrated networks, games and internal systems. General management duties

• Responsible for Customer service of over 200 customers daily

Network administrator | Orion ZL Informática, Brazil | 06/2002 – 06/2003

• Worked with Windows 2000 and Active Directory implementation (migrating from NT network), centralized administrative tasks

• Administrated Network tasks including account management, security, group policies and performance

  • Achievements:

  • Created a simple database application to manage the IT department’s equipment and assets.

  • Implemented a new email system (Exchange), enabling access to e-mails from outside the office

  • Implemented Outlook as means to document and standardize intra-department communication, speeding up the data flow