Service Support
Resume:
Jonathas Nascimento Cirino
System Analyst
www.linkedin.com/in/jonathas-cirino-9b95a53b
Espirito Santo, Brazil
adbn37@r.postjobfree.com
WORK EXPERIENCE
Support Analyst, Vale S.A. (placed by Tata Consultancy Services) - 02/2016 - present
Tata Consultancy is an Indian multinational information technology service and consulting company with operations in 46 countries. Currently working for its client, Vale S.A., a Brazilian multinational corporation engaged in metals and mining and one of the largest logistics operators in Brazil. Vale is the largest producer of iron ore and nickel in the world.
Support Analyst at GNOC (Global Network Operations Center) responsible for Routing / Switching, CISCO troubleshooting support, providing global services to Vale's offices in North America, Europe, Australia, Asia, Africa and Japan.
Responsible for monitoring telecom networks and Cisco assets in the Spectrum CA tool and updating topologies, ensuring that all network equipments are running and being monitored properly.
In charge of preparing failure reports and schedules for national and international operators, helping other teams to make strategic decisions and fix technical issues in a faster way.
Elaboration of knowledge bases and standardization of processes, in order to secure that other Analysts and teams have easy access to the company’s guidelines and best practices.
Resolution of proactive tickets and user incidents tickets using BMC Remedy IT Service Management Tool, performing root cause analysis.
Experience monitoring critical systems and services in the HP Business Service Management tool, such as dry dock, labs, mines, natural environment, among others, checking system availability and performance.
Great ability conducting training sessions, actively working on providing feedback and mentoring Junior team members.
Support Analyst, Vale S.A. (placed by Accenture do Brazil) - 04/2013 - 02/2016
Accenture is a leading global professional services company providing a range of strategy, consulting, digital, technology & operations services and solutions. Currently working for its client, Vale S.A., a Brazilian multinational corporation engaged in metals and mining and one of the largest logistics operators in Brazil. Vale is the largest producer of iron ore and nickel in the world.
Elaboration of knowledge bases and standardization of processes, in order to secure that other Analysts and teams have easy access to the company’s guidelines and best practices.
Resolution of proactive tickets and user incidents tickets using BMC Remedy IT Service Management Tool, performing root cause analysis.
Experience monitoring critical systems and services in the HP Business Service Management tool, such as dry dock, labs, mines, natural environment, among others, checking system availability and performance.
Customer Support, H.M. Tecnologia e Sistemas - 08/2012 - 03/2013
HM Tecnologia e Sistemas has been operating in the market since 1995, developing systems and customized support for Vehicle Resale, Law Offices, Reclaimers, Carriers, Hotels, Motels, Loggers and other industries.
Elaboration and Development of reports and screens requested by the client on the Visual Dataflex platform;
- Attendance of clients via chat and face-to-face for analysis of system errors via skype, Msn and face-to-face;
Coordination of the support team.
Test network cables and connections to customers;
PREVIOUS EXPERIENCES
Junior Technical Software, Exata Cons. e Projetos Ltda - 03/2011 - 06/2012
Operational Support Clerk, Exodus Informática - 07/2010 - 02/2011
Office Clerk, H.M. Tecnologia e Sistemas - 04/2008 - 06/2010
EDUCATION AND CERTIFICATES
2018 Certification ITIL Foundation Certificate in IT Service Management, PeopleCert
2005 Bachelor's Degree of Information Systems, UNESC
TECHNICAL SKILLS
Azure AZ-900
(8+ years): Visual DataFlex.
(1+ years): SQL.
(Studying): Python, Cloud Computer
LANGUAGES
English - Intermediate
Portuguese – Native
Obs.: I live in Brazil, but I am available to change country at any time. I already know the city because I was in it from 10/02 until 14/10 and I have a place to stay in Salisbury.
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