Qualification

IT Specialist : Over ** years experienced on IT field, including 8

years dedicate to customer support.

With excellent analytical and troubleshooting skills to solve

conflict resolution and helping on decision making, I am a professional

flexible, able to adapt and learn new techniques quickly. I own a good

level on soft skills, interpersonal and leadership, I have a strong

ability to work under pressure and within a team

Knowledges

. Windows 2003/2008 . Data Administration . Data

Migration Processes

. Security Compliance . Disaster Recovery . Unix, Linux

and Network background

. Customer Relationship . Quality Improvement . Bank

Expertise

. Policy / Procedure Development . Summary Reports . ITIL

Foundations background

. Business Negotiations . LEAN and Best Practice

Methodologies

. SAP Sybase ASE database server . MS SQL Server 2005/2008

Professional History

2004 - Actual : IBM ( IT Specialist )

IBM is a company based on processes and procedures. Throughout my

career I have developed leadership and customer focus. Working exclusively

for the IBM Global Delivery Center, responsible for providing services to

over 75 clients globally. I had the opportunity to work with the following

international accounts: Nestle, American Express, GMAC, Case New Holland,

Fiat, Delta Airlines, Whirpool, Nasco, Panasonic and Cameron. Where on

Nestle I received three awards IBM BRAVO as "Recognition for Excellence in

customer migration projects"; Also i received many feedbacks and

recognizion directly from customers as Amex and CNH due the resolution and

profissionalism to resolve critical and complexes incidentes and migration

projects.

During the last 5 years i performed many activities as SME(Subject

Metter Expert) Interacting frequently with clients, vendors and management

to ensure high level of client satisfaction on complex network/systems

environments. Below a summary of activities performed on IBM:

. Extensive experience in infrastructure and ActiveDirectory on Windows

Server 2008/2003.

. Deployer of application maintenance & patch releases.

. Implementing tools and scripts to help automate repetitive tasks.

. Developer of several scripts to automate the process of disaster recover

rebuild.

. Troubleshooter and rebuilder of Cluster Servers.

. Restore and re-sync domain controllers at various locations.

. Contact with hardware vendors to exchange equipment in the U.S. and

Latin america datacenters.

. Administering Exchange 2003. Performing migration of accounts and

mailboxes.

. Tracking system capacity (CPU, memory, disk space, etc.) and

reporting/correcting any issues.

. Responsible for domain controlers policy backup using veritas tools.

. Mentoring and trainer of newer team members

. Focal point to annually review security policy and compliance

. Perform routine audits of systems and software to keep compliance with

security policy of each customer.

. Taking ownership of customer trouble tickets. Managing escalations and

sub-cases to ensure timely and high quality resolution of all issues

using ITIL methodology to minimize risks and working to the terms of

Service Level Agreements

. Using LEAN to increase quality of service and preventing waste as wheel

Focal point in Root Cause Analyses to decrease incidents and avoiding

recurrence

2002 - 2003 IOMEGA CO. ( Support Analyst )

. Customer Service and Help Desk Coordinator for all customers in IOMEGA

Latin America.

. Point of contact with the U.S. team, communication channel and SLA

reporting.

. Technical support to products like IOMEGA NAS Storage and Veritas Backup

. Participate on projects making commercial products for businesses IOMEGA

. Customer facing Application Support

. Provider of security solutions like Anti-Virus, Firewall applications

using Linux Leaf project.

. Installed and maintenedor of the SQUID Application to increase internet

web access

2001 - 2002 MICROTRON (Technical Support )

MICROTRON 2000 is a company who sells computers and small servers located

in San Diego - California where I had my first international work

experience.

. I worked as trainee supporting OS (Windows 2000 Server, Linux) and

network services (DNS, DHCP, Firewall (IPTables), Proxy, Sendmail, TS,

SSH)

. Computer Assembler for different customer requests

. Reception of customer support

EDUCATION

Bachelor in Architecture Network - IBMEC / IBTA - S o Paulo - SP

LANGUAGES

English Fluent

Portuguese Fluent

Spanish level high

Courses and Specializations

. Social Engineering: Recognition and Defense, 2013

. Security Requirements for Administrators, 2013

. GTS SARM - HIPAA Overview: Health Insurance Portability and

Accountability Act,2013

. Oracle trainning - IBM internal, 2013

. Structured Problem Solving,2013

. Digital IBMer: Responsible, Secure Computing,2013

. Global Unix Excessive Privileges "EP" Security Education,2013

. Building Your Personal Brand,2012

. IBM Global Solution Delivery Framework,2012

. English Course on Cultura Inglesa, 2011 - 2012

. IT Specialist - Database Administrator-SQL,2011

. GTS SARM - Security System Checking,2011

. ITD Commercial Data Incident Handling Process,2011

. GTS SARM - ISeC Coordinator Training,2011

. Sybase 15.5 (EDB356-System and Database Administration), 2010

. IBM - Change Management Certification, 2010

. IBM - Achieving client satisfaction, 2010

. IBM - Data Management - Compliance Checking, 2008

. IBM - Data Management - Patch Management, 2008

. IBM - Data Management - Performs Health Check, 2008

. IBM - Data Management - Physical Security, 2008

. IBM - Data Management - Risk Management, 2008

. IBM - Data Management - Management Userid, 2008

. MSCA certified + Messanger, 2007

. Storage and backups with DELL, Sucessu-SP, 2003

. 1 year on english school as secondary language, San Diego, CA, 2001

. TOFEL preparation, community college San Diego, CA, 2001

. Training Cisco CCNA, San Diego, CA, 2001

Abilities

# OS: Windows Server (2003/2008) AD and DNS,

# Proficient in Unix: Solaris, AIX and Linux

# Storage: NAS and iSCSI SAN with (ZFS) and NFS protocols

# Database Servers: Sybase, SQL2005, SQL2008, MySQL, PostgreSQL

# SQL Query Language

# Programming languages: Delphi, Shell Script (sh and Ksh), SQL.

# Cloud: Amazon AWS.

# Virtualization: VMWare, KVM, VirtualBox

Areas of Interest

# Smart Planet

# Business Inteligence

# Mobile

# Cloud Computing

# Security

# Apache Web Cached Servers

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