Amilton Barbosa

647-***-**** – acz6rj@r.postjobfree.com – 305-60 Tyndall Ave, M6K2E5, Toronto, ON, CA

PROFILE

An energetic and dedicated IT professional specializing in Incident Management, related to solve issues in production in a proper and timely avoiding impact to the business and operation. I have shown the ability to adapt quickly to new environments and to take on new responsibilities with minimal training required. I am looking for a full-time or contract opportunity that will enable me to use my skills to provide value to both internal and external customers. This resume describes accomplishments, skills and abilities.

SUMMARY OF QUALIFICATIONS

7 years of experience in IT area;

5 years of experience in Infrastructure Change Management Process;

4 years of experience in Incident Management Process;

Solid background in Incidents, Problems and Changes activities using Remedy Tool;

Followed process in Incidents and Changes management using ITIL procedures;

Standardization of procedures using Incident Management Tool Remedy;

Shared knowledge with team to avoid further known Problems/Issues;

Identified and troubleshoot process and incidents-related issues;

Proficient in Remedy Tool, Conference Calls, Attendance of CAB and eCAB meetings, MS Office, Operation Systems Windows and Linux;

Good communications skills, both written and verbal;

Tri-lingual: English, Portuguese and Basic Spanish level.

PROFESSIONAL EXPERIENCE

Unilever – (ESS) - Incident Management Consultant 2013 – Present

Administered the BMC Remedy tool for Incidents and Problems issue with cases under High and Urgent priorities;

Escalation of Incidents to technical teams and vendors in order to solve it in a reliable time avoiding impact to business;

Presented and attended technical reviews in the customer weekly meeting (CAB) and emergencies meetings (eCAB);

Escalated responsible teams to work in a high incident with huge impact to business;

Responsible for handling any internal or external report for monthly, weekly and daily requests;

Provided 1nd and 2nd level of support for Incidents to International Customers;

Conducted Incident Management review board meetings per agreed upon schedules and in accordance with the Agreement;

Evaluated planned changes to the Services environments and advise of any requirements to support such changes;

Provided documented notification to IT technical groups and account management regarding known external maintenance activities by application development, external Consultants, and business units;

Performed coordinator role when maintenance affects shared services, typically DC internet infrastructure work;

Provided 24x7 Incident Management on-call support for emergency or stability changes and notification;

Maintained, communicated and reviewed with the business units, regularly, the Incident Management calendar of change events;

Recorded, reviewed, approved, track and schedule approved change requests;

Installed, maintained and supported the standard Incident/Change Management tool (BMC Remedy).

Managed and chair the IT CAB, TAB and eCAB process;

Directly contacted users in the U.S, Europe, and Asia (was responsible for follow-ups and maintaining good communication with customers);

Function as the incident “Owner” for Major Incidents and has overall responsibility for the incident through its lifecycle;

Ensured Incident Management functional escalation procedures are followed in accordance with the Incident Management Process;

Worked with internal team and vendors support to ensure that severity was followed accordingly;

Notifications are delivered to the organization in accordance with the Enterprise Incident Management Process;

I am able to establish and build healthy working relations and partnerships with vendors and business;

Ability to understand customer needs and expectations to provide excellent service;

I have an excellent problem solving skills with a high level of attention to detail;

Experienced in running and handling Incidents in a large, complex enterprise environment;

Responsible for joining technical teams in a conference call to address and solve incidents/problems;

Attended conference calls with developers and business during the implementation in order to follow up in the request for change process assuring the accomplishment on it.

Capgemini - Infrastructure Change Management Consultant 2010 – 2015

Follow an established, documented Change Management process for the scope of Services delivered;

Conducted daily IT meetings each Business Day with responsibility to provide an update on change activity items according with the SLAs;

Managed and chair the IT CAB and eCAB process, maintaining the IT change calendar and service impact reports;

Achieved that change met objectives and did not deliver unexpected technical implications elsewhere, providing documentation related to the change;

Move all programs from the application development and test environments to the production environment in a controlled, repeatable, and documented manner as necessary, and ensure that no changes are introduced into the programs during such activity without the respective approvals;

Implemented of approved RFCs in client production environment under several technologies as Windows, Citrix, Unix, AS400, SQL Server and Oracle;

Attended conference calls with technical team, vendor and business;

Implementation of improvements with approval to production environment given strict SLAs in the several technologies;

Administered Microsoft Active Directory, Windows Server solutions, supporting in-field users, troubleshooting software and hardware issues;

Administered and supported Office and Active Directory accounts;

Excellent skill in given support by phone, locally and remotely, using the several tools of remote access;

Monitored requested changes (RFC) using BMC Remedy tool.

Proteus Security Systems - Security Support Analyst - 2006 – 2010

Worked in the gathering team responsible for executing scripts and tools in the production environment to retrieve the security configuration log of the Servers/Workstations, Databases and Networks devices;

Introduction to the Information Security Policies, Procedures and Guidelines in production environment;

Assigned the security log to the respective debug security analyst for verification and analysis;

Applied security policies and procedures in Servers/Workstation;

General Servers/Workstation assembling and troubleshooting, supporting security issue for clients.

EDUCATION

BS Computer Science Osasco Technological Institute Foundation 2003 - 2007

TECHNICAL CERTIFICATIONS

Microsoft Certification - MCTIP – Installing and Configuring Windows Server 2012;

Microsoft Certification - MCSA – Microsoft Windows Server 2012 (1 out of 3 completed);

Microsoft Professional Certification

ITIL v2 (eLearning Capgemini).

REFERENCES

Julio Gomes Bandeira de Melo

Senior Consultant

Deloitte Cyber Intelligence Center

acz6rj@r.postjobfree.com

+1-403-***-****

Adao Penna

Incident Management Coordinator

Enterprise Software and Solutions

acz6rj@r.postjobfree.com

+55-11-9-867*-****

Daniel Romero

Coordinator

Capgemini

acz6rj@r.postjobfree.com

+551**********

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