Engineer Support

Henrique Guimaraes

e mail: *************@*******.***

Green Card Holder

Summary

More than 12 years of experience in Support and Infrastructure, Network Management and

Second Level Support, mature, balanced and global vision.

Working knowledge combined with academic knowledge reduces hesitation in times of crisis.

Posture pro active, cooperative, looking for results, focus on quality, productivity and responding

quickly to new challenges.

Windows client support, LAN switch configuration, troubleshooting connectivity issues.

Major strengths are familiarity with multiple software systems, tools and the ability to learn quickly

new technologies and adapt to new environments.

Excellent communication, analytical skills and capacity to accurately identify and resolve

problems.

Responsible for daily review of workload support needs and meeting contractual Service Level

Agreement (SLA) requirements.

Technologies

AS400 Job Monitoring and backup routine

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Brooktrout Hardware installation Basic knowledge

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Teamviewer, LogMeIn (Remote Assistance)

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Service Desk “Ticket” Second Level Support

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Right Fax user customization and administration – Fax Over IP (FOIP)

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Lotus Notes Client – Configuration and support

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Voip Administration using CISCO Unified Personal Communicator Configuration and

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support

Administration of Windows Server 2003/2008 using Active Directory

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Vmware Workstation 8.0

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SQL Server Admin

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Windows OS, Microsoft Office 2003/2007/2010

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Outlook Anywhere

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Exchange 2010 email administration

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Well rounded experience in managing of network infrastructure. Excellent communication

skills (verbal and written). Ability to work in a fast paced environment, as well as excellent

experience in development of work and system documentation.

SPECIALIZATIONS

o CCNA In course

o ITIL V3 Foundations

Trainning Education Services

Belo Horizonte – MG Brazil

13 14, july, 2013)

Windows NT 4.0 Core technologies Microsoft Official Curriculum

Administering Windows NT 4.0 Microsoft Official Curriculum

EXPERIENCE

Banco do Brasil – Private Bank Orlando, FL

Client ID Agent, Temporary Position (Sept 2011 – Jan/2012)

Responsible for updating client’s account’s at the proprietary software E IBS;

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Research on client’s files;

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Responsible for updating the system with client’s debit/credit card replacement;

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Use of Microsoft Excel to filter data to search for client’s missing information;

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Organization of the file room archiving documents on client’s folders;

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Scan and upload client’s documents to the system E IBS;

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Help coworkers to solve connectivity network issues and set up network printers;

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Stefanini Techteam International Corp Orlando, FL

Support and Infrastructure Engineer, ( Project duration: May 2010 – June 2011)

Responsible for keeping VOIP softphones working and interacting with the vendor to

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meeting contractual Service Level Agreement (SLA) requirements.

Second Level support;

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Domain Administrator of Webhosting Services;

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MX records management for email/domain migration;

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As a second level support, responsible for accessing end user’s machines remotely using

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Team Viewer in order to fix and solve issues;

Responsible for conducting an inventory for all the branches and headquarter in USA;

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Stefanini International Corporation

Contractor at Banco do Brasil – Private Bank Orlando, FL and New York, NY

Support and Infrastructure Engineer, (Project duration June 2008 May 2010)

Responsible for processing the ACH files received from FED through AS400

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environment.

Monitored VMware Workstation 8.0

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Performed some tasks using Active Directory such as resetting passwords and creating

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users;

Monitored AS400 jobs as a daily basis.

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Followed up the user’s ticket opened with partners help desk as second level support.

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Responsible for connecting the Polycom equipment setting up video conferences

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between branches.

Organized the cabling between the patch panel and the core inside data center.

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Set up Konica Minolta Scanner’s to be shared throughout the network.

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Processed check images from Bank of New York Mellon.

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Managed the fax system of the Branch using RightFax.

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Acted as second level support for Lotus Notes Client.

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Monitored the system process of Gifts for Payment Department.

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Created, configured, and assigned extensions using CISCO voice over IP phones and

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CISCO Unified Personal Communicator.

Documented processes software installations and procedures.

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Worked on a daily basis with Lotus Notes, among several other applications.

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Responsible for daily review of workload support needs and meeting contractual SLA

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requirements.

Stefanini International Corporation – New York, NY

Technical Support, (Nov 2007 June 2008)

Served as point of technical support for all Stefanini corporate office and clients in the New York,

Atlanta, and Florida.

Worked on a daily basis with Lotus Notes, MS Exchange, MS Outlook client, ACT, among

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several other applications.

Responsible for daily review of workload support needs and meeting contractual SLA

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requirements.

Answered inquiries and resolves customer issues.

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Provided on site troubleshooting, training and tech support at the desktop level.

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Set up PCs, printers, peripherals and networking equipment.

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Managed Computers, users and policy in Active Directory.

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Assisted in administration of Network equipment, servers, and configuration.

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Exerted excellent communication skills for end user training and tutorial.

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Worked closely with decision makers in business areas to identify, recommend and

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support cost effective technology solutions for all aspects of the organization

Support for the Client Unibanco – Private Bank New York, NY

Support and Infrastructure Engineer, (Project duration: Nov 2007 June 2008 )

Supports and monitors data back ups based on daily, weekly, and monthly schedules to

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include executing month end backups for AS400 according to run schedules (Iron

mountain);

Control of repository tapes shipped from and to outside security facility (Iron Mountain)

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Organized the cabling between the patch panel & the core inside data center.

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Participation on Disaster Recover Test

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Stefanini Consultoria e Acessoria em Informatica S.A. Belo Horizonte, Minas

Gerais Brazil

Support and Infrastructure Manager, (Nov 2006 Nov 2007)

Supervised a staff group of 12 trainees responsible for the administration of the domain

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server using Active Directory involving the creation of users, grant permissions in groups,

unlocking passwords and other facilities and creation of users and email address in Lotus

Notes.

Maintained the oversight of IT staffing including: recruitment, supervision, scheduling,

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development, coaching, evaluation, and disciplinary actions of 4 Support Analysts which

executed the migration of the NT domain to Active Directory, upgrade of Exchange Server

to Version 2003, installation of printers and other long distance support using Trauma

Zero remote access.

Stefanini Consultoria e Acessoria em Informatica S.A. Belo Horizonte, Minas

Gerais Brazil

Contractor at CNH – CASE NEW HOLLAND – FIAT ALLIS – Belo Horizonte, Brazil

Support Analyst (Project duration: Sept to Nov/2006)

Support at the migration of the NT domain to Active Directory;

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Support at the migration of Exchange Server to 2003 version;

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Installation of printers and other long distance support using Trauma Zero remote access

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Use of the application Hyena as a support inside the domain controller;

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Support in the configuration of Wirelless data collectors;

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Support as a translator in the english and spanish language to users located in other

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countries like EUA and Argentina;

Use of the application Tzo Cycle Web Access to control the users tickets.

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Stefanini Consultoria e Acessoria em Informatica S.A. Belo Horizonte, Minas

Gerais Brazil

Contractor at Banco BGN – Queiroz Galvao Group

Support Analyst (Project duration: June 2004to Nov/2006)

Worked on a daily basis with Lotus Notes, among several other applications.

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Answered inquiries and resolves end users issues.

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Provided on site troubleshooting, training and tech support at the desktop level.

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Set up PCs, printers, peripherals and networking equipment.

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Managed Computers, users and policy in Active Directory.

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Assisted in administration of Network equipment, servers, and configuration.

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FEEDBACK COBRANÇA BRASIL LTDA – Belo Horizonte, Brazil

Support Analyst (2003/2004)

Substitution of net cards, memories, floppy disk, hard disk (format), reinstallation of

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systems, change of mother boards, substitution of AT and ATX power supply;

Installation of hubs and switches, set network cables using RJ45 connectors;

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Enable doors in the hubs and switches;

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Field support to telemarketing department.

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CSN – COMPANHIA SIDERURGICA NACIONAL – Congonhas, Brazil

Support Analyst (1998/2002)

In service for ORIGIN BRAZIL, CPM and IBM RHEALEZA

Manage Novell creating users, granting rights, unblocking passwords, controlling user’s

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quota on disk;

After migration in charge of the same duties on Windows NT;

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Installation of printers

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Use of the application Quota Advisor involving check out the daily backup, restore files

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and change of medias;

Substitution of net cards, memories, floppy disk, hard disk (format)

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Reinstallation of systems, change of mother boards, substitution of AT and ATX power

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supply;

Installation of hubs and switches, set network cables using RJ45 connectors;

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Enable doors in the hubs and switches;

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LANGUAGES

Portuguese – Native; English – Fluent; Spanish – Intermediate;

EDUCATION

Post graduation: System Analysis UNI/BH Brazil

Graduation: Industrial Design – UEMG Brazil

Mandatory Compliance Trainings at Banco do Brasil:

Bank Secrecy Act: Comprehensive Compliance Training

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Ethics: Policy and Personal Judgment for Customer Service

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Sexual Harassment: Definition and Prevention

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The FACT Act: Rules and Implications

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Understanding OFAC

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Reg CC: An Overview

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Regulation Z: Truth in Lending Act

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TISA: An Overview

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Understanding Reg GG: The Unlawful Internet Gambling Enforcement Act (UIGEA)

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Advanced Security Awareness (2011)

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S 101 Basic Security Awareness (2011)

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GLB privacy 101

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