Tiago

De

Paula,

ITIL,

COBIT

acodjo@r.postjobfree.com

(407)

757

8142

13918

Ocean

Pine

Circle,

Orlando,

Florida

32828

Summary

Bi

lingual

(Portuguese

&

English)

IT

professional

with

more

than

10

years

of

experience

in

Data

Center

IT

Infrastructure

including

Service

Level

Management,

Customer

Relationship,

IT

Outsourcing,

Databases,

Operating

Systems,

Cloud

Services,

Storage,

Backup

and

Networks.

Extremely

familiar

with

24/7/365

mission

critical

environments.

Certified

in

ITIL®

V3

Foundation

and

Cobit

4.1

Foundation

and

skilled

in

Oracle

and

SQL

Server

Databases,

Unix

(RH

Linux,

IBM

AIX

(P

Series),

HP

UX,

and

Sun

Solaris)

and

Microsoft

Operating

Systems.

PMP

expected

May/2015.

Experience

Data

Center

Service

Level

Manager

April

2013

–

October

2014

(1

year

and

6

months)

UOLDIVEO

Multiple

Customers

Sao

Paulo,

Brazil

Service

Level

Manager

(SLM)

of

E

Commerce/Retail

accounts

with

a

team

of

11

professionals.

Responsible

for

maintaining

and

ensuring

the

service

level

agreements

(SLA s)

of

all

products

and

services

provided

and

of

all

customers

projects.

Customers

included

B2W,

Netshoes.com,

Nova

Ponto

Com,

MagazineLuiza.com,

LivrariaCultura.com,

LivrariaSaraiva.com,

Lojas

Americanas

and

ArgoIT.

Assisted

and

advised

customers

on

products

and

services

offered;

researched

and

solved

highly

technical

and

complex

problems.

Handled

all

customers’

complaints

and

major

issue

escalations;

Issued

refunds

to

customers

for

SLA s

not

met;

Kept

accurate

records

of

customer

discussions

and

meetings;

Utilized

statistical

analysis

to

determine

the

level

of

customer

service;

Prepared

reports

to

present

the

customer

service

being

provided;

Provided

on

site

customer

support;

and

Participated

in

manager’s

meetings

to

discuss

improvements

to

the

company s

customer

service

experience;

Worked

as

project

manager

of

Technical

(OS,

Database

and

Application

installation,

maintenance

and

upgrade),

and

Infrastructure

projects.

Key

Accomplishments:

• Black

Friday

Sales

Event,

Brazil

2013

o Manager

in

charge

of

data

center

hosting

services

for

23

stores.

o Processed

over

2

million

orders

totaling

approximately

500

million

dollars

in

one

day.

• Black

Night

Sales

Even,

Brazil

2014

o Manager

in

charge

of

data

center

hosting

services

for

4

stores.

o Processed

approximately

600

thousand

orders

totaling

approximately

125

million

dollars

in

one

day.

• Improved

Service

quality

and

customer

care

which

helped

the

company

generate

an

additional

500

thousand

dollars

in

monthly

revenue.

Data

Center

Service

Manager

January

2010

–

April

2013

(3

year

and

4

months)

Level

3

Communications

B2W

Account

Sao

Paulo,

Brazil

Service

Manager

for

the

largest

e

commerce

group

in

Latin

America,

owner

of

the

Submarino.com,

Americanas.com,

Shoptime.com

and

Soubarato.com

stores

with

combined

yearly

sales

of

approximately

1.5

billion

dollars.

Assisted

and

advised

customers

on

products

and

services

offered;

Researched

and

solved

highly

technical

and

complex

problems;

Handled

all

customers’

complaints

and

major

escalations;

Prepared

reports

to

present

the

customer

service

being

provided;

Provided

on

site

customer

support; Worked

as

project

manager

of

Technical

(OS,

Database

and

Application

installation,

maintenance

and

upgrade),

and

Infrastructure

projects.

Data

Center

Operations

Coordinator

January

2009

–

December

2009

(1

year)

Level

3

Communications

B2W

Account

Sao

Paulo,

Brazil

Tiago

De

Paula,

ITIL,

COBIT

acodjo@r.postjobfree.com

(407)

757

8142

13918

Ocean

Pine

Circle,

Orlando,

Florida

32828

3rd

Tier

Support

coordinator

of

data

center

operations

responsible

for

a

team

comprised

of

15

technical

experts

in

Windows/Unix

Environment

and

SQL

Server/Oracle

Databases.

Ensured

the

inputting

of

all

incidents

in

a

Service

Desk

Tool

(change

management

tool);

Informed

the

customer

of

any

incidents

that

could

impact

SLA’s;

Verified

that

all

planned

changes

did

not

affect

customer

SLA’s;

Approved

all

changes

to

the

Production

Environment;

Generated

production

environment

operation

reports;

Ensured

that

the

cause

of

all

unplanned

incidents

was

determined

through

Root

Cause

Analysis

(RCA)

and

documented;

Ensured

that

all

Environments

(Operational

Systems

and

Databases)

were

up

to

date;

and

Coordinated

the

Continual

Customer

Service

Improvement;

Worked

as

project

manager

of

Technical

(OS,

Database

and

Application

installation,

maintenance

and

upgrade),

and

Infrastructure

projects.

Senior

DBA

January

2008

–

December

2008

(1

year)

Level

3

Communications

B2W

Account

Sao

Paulo,

Brazil

Lead

Oracle

and

SQL

Server

DBA

in

a

24/7

e

commerce

environment.

DBA

February

2003

–

December

2007

(4

years

and

10

months)

EDS,

and

HP

Company

Sao

Paulo,

Brazil

Oracle

and

SQL

Server

DBA

at

Telefonica

Internet

Data

Center.

Education

&

Training

Administering

SQL

Server

2000

Oracle

10g:

Workshop

Administration

I

2003

Sao

Paulo,

Brazil

2007

Sao

Paulo,

Brazil

Impacta

Tecnologia

EN

SOF

Administering

MySQL

B.S.

Electrical

Engineering

2003

Sao

Paulo,

Brazil

2002

Sao

Paulo,

Brazil

TYR

Consultores

Associados

Faculdade

de

Engenharia

Industrial

SQL

Server

2000

Performance

Tuning

and

Optimization

2005

Sao

Paulo,

Brazil

Microsoft

Certifications

ITIL®

V3

Foundation

Cobit®

Version

4.1

Foundation

#13004

Worldwide

Worldwide

Exin

ISACA

Computer

Skills

Oracle

8i,

9i,

10g,

Oracle

RAC

9i/10g,

SQL

Server

7/2000/2005

and

MySQL.

•

Oracle

RMAN,

Oracle

Data

Guard,

Oracle

ASM,

AIX

5.3

(P

Series),

HP

UX,

Sun

Solaris

e

Linux

Red

Hat.

•

Project

and

Visio.

•

Spoken

Languages

English

(fluent),

Portuguese

(native

fluency)

and

Spanish

(conversational)

Contact this candidate