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Work Background
Dell TechnologiesDevOps Software Engineer Consultant
Aug. 2021
Dell TechnologiesDevOps Application Managment Sr. Advisor
Apr. 2017 - Aug. 2021Eldorado do Sul, Rio Grande do Sul, BrazilDevOps Engineer focusing on reliability engineering. Developing automations, monitoring tools and dashboards based on the business processes, to guarantee a seamless experience to business users, identifying and containing issues while their permanent fixes are not deployed.
Dell TechnologiesApplication Management Advisor
Dec. 2013 - Apr. 2017Porto AlegreI joined Dell at the end of 2013 being L2 application support for Dell Supply Chain Planning aplications. Being the main POC during DAO hours for critical applications, including all Dell factories order planning. During these years I have grown as SME for many applications, doing not only Incident Management but, most importantly, focusing on identifying all recurring problems and driving them towards permanent fixes. I helped reduce over 25% the issues year over year increasing stability and improving the customer/business experience.
SAPSupport Engineer
Nov. 2010 - Dec. 2013Acting as Escalation Manager for isolated (single customer) and widespread (multiple customers) critical issues , driving them towards a solution from start to end (from issue identification until RCA and permanent fix provided), by cooperating and communicating with different teams/departments across the globe (Developers, Support, Hosting, Management etc.), while reporting current status and plan to Upper Management (one level below Board). Serving as Escalation Manager and/or Support Advocate for Escalated Accounts, monitoring ongoing and new issues (and activating necessary resources to process them), providing regular reports to customer, participating in calls and meetings with stakeholders (from customer and company side), until de-escalation criteria is met. Training new hires (through classes and presentations) in Support processes (Incident Escalation, Case Escalation, Tenant Request, Emergency Patch request etc.). Coaching/Mentoring new hires Teams. Driving Root Cause analysis for critical operation issues as well as identifying long term corrective measures for them.
BanrisulSoftware Developer
Jan. 2009 - Oct. 2010- Developing and maintaining systems;
Tribunal de Justiça do Estado do Rio Grande do SulSupport Engineer
Jan. 2005 - Dec. 2008- Provigin Support for the end-users as a first level. Identifying the issue and interecting with different departments to solve it (Network, Development, Hardware, Third Party companys); - Develop scripts to automate daily tasks; - Researching new software that would facilitate work;
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