Senior support technical analyst
Keywords
Skills
Córdoba (Argentina), Windows Vista, Datacenter, Virtualization support team (UNIX, Windows, VMware, Citrix, virtualization, backup, UNIX, Release Management, ITIL, mainframe
Project history
04/2020
-
04/2020
started at first level attendance, focused at incident resolutions and monitoring. Work at
support second level attendance, in incident resolutions and change executions. After
worked as responsible for third a forth levels support a client with sites in all Latin
America, focused in critical incident resolution, root cause analyses, patch appliance,
production environment maintenance, also, extensive corrective actions to prevent and
eliminate recurrences.
Team Leader of process and metrics - Córdoba - Argentina.
Responsible for creation of the area and development of productivity metrics of
operation support teams. Development of metrics Incidents, Problem, Change and
Release Management, also ensuring, the all teams follow the best practices, using the
ITIL methodology.
Quality analyst . - Work at attendance, in critical severity incident resolutions and
change executions conferences management, working in Change Management and
serving as a point of contact between the client, first level and the areas responsible for
the environments
Helpdesk analyst - Wintel and mainframe first level client support, also responsible for
productivity team metrics.
support second level attendance, in incident resolutions and change executions. After
worked as responsible for third a forth levels support a client with sites in all Latin
America, focused in critical incident resolution, root cause analyses, patch appliance,
production environment maintenance, also, extensive corrective actions to prevent and
eliminate recurrences.
Team Leader of process and metrics - Córdoba - Argentina.
Responsible for creation of the area and development of productivity metrics of
operation support teams. Development of metrics Incidents, Problem, Change and
Release Management, also ensuring, the all teams follow the best practices, using the
ITIL methodology.
Quality analyst . - Work at attendance, in critical severity incident resolutions and
change executions conferences management, working in Change Management and
serving as a point of contact between the client, first level and the areas responsible for
the environments
Helpdesk analyst - Wintel and mainframe first level client support, also responsible for
productivity team metrics.
04/2020
-
04/2020
IT Intern
IT Intern . - working with training and development personal team, had as
responsibilities, administrative functions and organize internal trainings.
responsibilities, administrative functions and organize internal trainings.
01/2019
-
04/2020
Service Delivery Manager and Project Manager
OLR Retail
Responsibilities: Main point of contact for 3 clients based in Europe and United States
acting as Service Delivery Manager and responsible for Project Management activities
for those clients.
Service Delivery Manager activities acting as the main point of contact between clients
and support team. Ownership of incident management control, change management
execution, detect and follow up on recurrent problems on the environment and control
the action plans of all support teams to the clients.
Control and follow up on improvement plans and application stabilization, points of
failure identification and address those issues.
Contract Management of the clients being responsible for the time spent, approving and
controlling of those efforts, financial control and also control the health of the contract.
KPI's control and presentation to the executive teams of the client weekly and monthly.
As Project Manager, control execution activities being on time and effort under
estimation, financial control and health of the projects. Guarantee that no project
implemented will generate impact on operational environment after implementation.
Monitoring post implementation of the project and report any deviation in case it can
happen.
acting as Service Delivery Manager and responsible for Project Management activities
for those clients.
Service Delivery Manager activities acting as the main point of contact between clients
and support team. Ownership of incident management control, change management
execution, detect and follow up on recurrent problems on the environment and control
the action plans of all support teams to the clients.
Control and follow up on improvement plans and application stabilization, points of
failure identification and address those issues.
Contract Management of the clients being responsible for the time spent, approving and
controlling of those efforts, financial control and also control the health of the contract.
KPI's control and presentation to the executive teams of the client weekly and monthly.
As Project Manager, control execution activities being on time and effort under
estimation, financial control and health of the projects. Guarantee that no project
implemented will generate impact on operational environment after implementation.
Monitoring post implementation of the project and report any deviation in case it can
happen.
08/2017
-
10/2018
IT Manager
Via Varejo
Responsibilities: Operations Management controlling action plans to guarantee
production environment stability and best practices implemented, propose projects to
contribute to best infrastructure utilization, implement automation activities to reduce
manual activities, preventing human errors and providing to the company best team
utilization, operational control and meet strategic KPIs.
Act as Vendor Management for all infrastructure contracts, including a full outsourcing of
part of infrastructure operations team and control all budget of internal infrastructure
team, responsible for control and implement OPEX and CAPEX reduction plans and
Datacenter asset management.
Also, is responsible for control transition to production of all projects which involves
infrastructure transformation. Conduct team to guarantee that all projects are following
the best practices. Close participation with infrastructure architect teams to define new
technologies and to plan architecture reference for the company.
production environment stability and best practices implemented, propose projects to
contribute to best infrastructure utilization, implement automation activities to reduce
manual activities, preventing human errors and providing to the company best team
utilization, operational control and meet strategic KPIs.
Act as Vendor Management for all infrastructure contracts, including a full outsourcing of
part of infrastructure operations team and control all budget of internal infrastructure
team, responsible for control and implement OPEX and CAPEX reduction plans and
Datacenter asset management.
Also, is responsible for control transition to production of all projects which involves
infrastructure transformation. Conduct team to guarantee that all projects are following
the best practices. Close participation with infrastructure architect teams to define new
technologies and to plan architecture reference for the company.
03/2015
-
08/2017
IT Manager
Telefonica/Vivo
Responsibilities: Manager of Operational system and Virtualization support team (UNIX,
Windows, VMware and Citrix).
Manage the technical team a and extra time approval, actions plan to meet operational
KPI´s. Contract Management of external suppliers. Definition of actions to reduce OPEX
and CAPEX, manage actions plans to reduce time and efforts in operational team.
Team management on troubleshooting process and critical incidents resolution,
supporting decision-making on resolutions to root cause analysis, also, extensive
corrective actions to prevent and eliminate recurrences. External suppliers' interface,
support and production teams.
Managerial report team and board of directors, providing information and presenting
defined plans.
Support to all IT projects implementations.
Conducting the team in big important projects as: Datacenters migration, cleanup
actions, version of legacy systems migration, automation of manual activities on the
environment with high task force optimization and so on.
Windows, VMware and Citrix).
Manage the technical team a and extra time approval, actions plan to meet operational
KPI´s. Contract Management of external suppliers. Definition of actions to reduce OPEX
and CAPEX, manage actions plans to reduce time and efforts in operational team.
Team management on troubleshooting process and critical incidents resolution,
supporting decision-making on resolutions to root cause analysis, also, extensive
corrective actions to prevent and eliminate recurrences. External suppliers' interface,
support and production teams.
Managerial report team and board of directors, providing information and presenting
defined plans.
Support to all IT projects implementations.
Conducting the team in big important projects as: Datacenters migration, cleanup
actions, version of legacy systems migration, automation of manual activities on the
environment with high task force optimization and so on.
05/2013
-
03/2015
IT Coordinator
Nextel Telecommunications
Responsibilities: Work as operations (Windows, virtualization, backup, storage and site
support) infrastructure coordinator.
Team management on troubleshooting process and critical incidents resolution,
supporting decision-making on resolutions to root cause analyses, also, extensive
corrective actions to prevent and eliminate recurrences. External suppliers' interface,
support and production teams.
Managerial report team and board of directors, providing information and presenting
defined action plans.
Provide support to technical team in implementations and control action plans to
implement correction on operational environment through periodic health checks and
study of top offenders, also, ensure the success of those implementations.
Support to all IT project implementations and being part of committee responsible to
define best practices and reference architecture defined by the company. Guarantee the
transition to run process in order to maintain the production environment stable after
project implementation.
Manage the analyst's activities as controls and extra time approval, operational daily
activities control, define performance and operational metrics. Administration of
contracts with external suppliers, support in RFP process. Conduction on actions to
reduce OPEX and CAPEX, manage actions plans to reduce time and efforts in operational
team.
Responsible for the transition project (insource) of infrastructure team, As well as the
creation of teams and stabilization of the operational environment after the migration
completed.
support) infrastructure coordinator.
Team management on troubleshooting process and critical incidents resolution,
supporting decision-making on resolutions to root cause analyses, also, extensive
corrective actions to prevent and eliminate recurrences. External suppliers' interface,
support and production teams.
Managerial report team and board of directors, providing information and presenting
defined action plans.
Provide support to technical team in implementations and control action plans to
implement correction on operational environment through periodic health checks and
study of top offenders, also, ensure the success of those implementations.
Support to all IT project implementations and being part of committee responsible to
define best practices and reference architecture defined by the company. Guarantee the
transition to run process in order to maintain the production environment stable after
project implementation.
Manage the analyst's activities as controls and extra time approval, operational daily
activities control, define performance and operational metrics. Administration of
contracts with external suppliers, support in RFP process. Conduction on actions to
reduce OPEX and CAPEX, manage actions plans to reduce time and efforts in operational
team.
Responsible for the transition project (insource) of infrastructure team, As well as the
creation of teams and stabilization of the operational environment after the migration
completed.
07/2000
-
05/2013
IT Manager
EDS Argentina/EDS Brasil/HP Enterprise Services
Responsibilities: I played several rules, acting in many different sectors in the
organization in during 13 years.
Manager of Operational system support team (UNIX, Windows, VMware, Backup
and Storage).
Manager of operational of infrastructure for clients in Brazil, Latin America and United
States.
Main activities are participation as part of the resolution of critical incidents, also
support in decision-making for resolution and reporting at managerial level, both for the
service provider, and for the end customer.
Analyses process of top offenders and implementation plans to reduce incidents/outages
at operational environment, support action plan control and improvements, identifying
opportunities of new projects.
Participation in implementation of IT projects.
Responsibility for billing process and asset control with the financial team also final
client validation.
Creation and implementation of operational and performance metrics of the operating
teams
Direct Report to the Director in the United States.
Responsible for the transition (outsource) of infrastructure attendance areas in HP.
organization in during 13 years.
Manager of Operational system support team (UNIX, Windows, VMware, Backup
and Storage).
Manager of operational of infrastructure for clients in Brazil, Latin America and United
States.
Main activities are participation as part of the resolution of critical incidents, also
support in decision-making for resolution and reporting at managerial level, both for the
service provider, and for the end customer.
Analyses process of top offenders and implementation plans to reduce incidents/outages
at operational environment, support action plan control and improvements, identifying
opportunities of new projects.
Participation in implementation of IT projects.
Responsibility for billing process and asset control with the financial team also final
client validation.
Creation and implementation of operational and performance metrics of the operating
teams
Direct Report to the Director in the United States.
Responsible for the transition (outsource) of infrastructure attendance areas in HP.
Local Availability
Only available in these countries:
Portugal
