Information Technology Customer Service

DEMIAN PADOVANI

*** ********* *** ****** ***. ***7, MIAMI, FL 33132

+1-407-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Talented Computer Technician seeking an IT position supporting end users with exceptional customer service and bilingual skills (Fluent English and Portuguese). Professional with 15 years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. WORK HISTORY

GRIAULE BIOMETRICS

Support Analyst Campinas, Brazil August 2013 - April 2015

• Supporting Griaule’s Biometric (software and hardware) solutions, local infrastructure (network, data center and servers) and users who acquired our solutions.

• Also providing technical advise for potential customers by raising their business needs.

• Oversaw the daily performance of computer systems. IBM

Senior System Specialist Hortolandia, Brazil April 2013 - August 2013

• Production Support Analyst for The Hartford, working on mainframe production environment (CA-7).

• Responsible for abends resolution, monitoring batch activity and filling user\’s requests.

• Escalated unresolved issues to appropriate level. LINKLATERS

2nd line Support Analyst Sao Paulo, Brazil September 2011 - September 2012

• Responsible for the 1st and 2nd line support, providing assistance to the local attorneys and taking care of the infrastructure, including network, Cisco IP phones, IT inventory management, AD, Citrix, RSA and Blackberry users management.

• Data center maintenance.

SKILLS

• Interpersonal skills

• Working with shifting priorities

• Team player

• Documentation

• Servers

• Linux

• AWS (EC2, ELB, RDS, S3, Cloudwatch)

• Windows Platforms

• Mac OS

• Biometric Systems

• Active Directory

• Citrix administration

• Large computer networks

• IT security best practices

TELMAR

Infrastructure Support Analyst Valinhos, Brazil April 2011 - September 2011

• Responsible for the physical and logical network infrastructure.

• Routers and Firewall configuration, file, printer and domain servers configuration, purchasing and configuration of network appliances and mobile telephony.

• Made recommendations and developed technical design for new application features. CITIBANK

System Support Analyst Sao Paulo, Brazil August 2009 - January 2011

• Support of the Mainframe’s testing environment.

• Oversaw implementation of application developments.

• Oversaw the daily performance of computer systems. IBM

Production Support Analyst Hortolandia, Brazil August 2008 - August 2009

• Production for Nisource, monitoring all the mainframe batch activity for Nisource and its associated banks.

• Followed internal procedures for change management, incident management and escalation. CATERPILLAR INC

Information Technology Analyst Piracicaba, Brazil September 2006 - August 2008

• Supported Caterpillar’s Master Demand mainframe system.

• Ensured proper release and maintenance of all systems.

• Escalated unresolved issues to appropriate level. IMA

Helpdesk Analyst Campinas, Brazil August 2001 - February 2006

• Ensured proper installation of cables, operating systems and software.

• Trained users in the proper use of hardware or software. EDUCATION

ASSOCIATE OF SCIENCE Information Systems

PUC Campinas

• Campinas, Brazil 2010

• Graduated with honors

TECHNICIAN Data Processing

Centro Municipal de Ensino Profissionalizante

• Paulinia, Brazil 1998

• Information Technology

• Emphasis in Data Processing

CERTIFICATIONS

Oracle Linux Certified Implementation

Specialist - 10 / 2013

Oracle License: OC1294464

Oracle Linux Administrator Certified

Associate - 10 / 2013

Oracle License: OC1294464

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