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Work Background
CERC Central de Recebíveis S.A.Líder técnico - automação
Oct. 2022 - Apr. 2024São Paulo, Brazil• Led a team of six developers in business process automation and system integration projects.
• Implemented solutions for data extraction and refinement, created dashboards, and analytical reports.
• Executed pilot projects and Proof of Concept (PoC) initiatives for adopting artificial intelligence tools, resulting in significant operational efficiency improvements for the support team.
• Managed Control-M software for workload orchestration and automation, optimizing internal processes.
• Initially structured the Automation & Integration department, covering everything from process definition to the recruitment and training of technical talent, with direct reporting responsibility to senior management
Twilio Inc.Sr. Support Engineer
Jan. 2020 - Aug. 2020County Dublin, Ireland
Twilio Inc.Technical Account Manager
Nov. 2019 - Oct. 2022Dublin, Ireland• Provided technical support to key corporate accounts across the EMEA (Europe, Middle East, and Africa) region.
• Acted as a technical representative in multiple "war rooms" for crisis resolution.
• Rapidly specialized in complex technological products offered by Twilio.
• Organized and led technical reviews with senior management and C-suite executives.
• Developed and automated systems for delivering reports and self-service dashboards.
• Assisted users in integrating Twilio's messaging platform using the REST API across various programming languages, including Python, Node & JavaScript, Java, and C#.
• Managed technical requests of all levels of complexity and serviced clients with varying degrees of technical skill.
• Maintained a customer satisfaction (CSAT) average above 4.6.
Distilled SCHSenior Infrastructure and Support Engineer (BizOps)
Nov. 2016 - Jan. 2020County Dublin, Ireland• Managed corporate IT issues and led technology decision-making.
• Administered the IT equipment procurement process and managed vendor relationships.
• Developed processes and documentation to support multiple teams.
• Hiring and mentoring junior team members.
• Implemented a ticketing system, enhancing insight into user needs and reducing downtime.
• Redesigned part of the network for secure remote access using OpenVPN.
• Consolidated six G Suite email domains into one, reducing annual costs by 60% and management staff by 80%.
• Designed production infrastructure to support 50,000 daily accesses using pfSense, Cisco, and VMware.
• Developed applications in Java and Apex for integration of Salesforce, Zuora, Slack, and G Suite.
• Created a Java application that utilizes the Google Calendar API to display relevant information from scheduled events.
• Implemented Single Sign-On (SSO) and LDAP for services including VPN and Wi-Fi.
• Developed a Python application for Slack and Google Calendar integration, and a RESTful API for connecting Salesforce with Google Ad Manager.
SAPAccount Manager for SuccessFactors
Apr. 2016 - Jun. 2016County Galway, Ireland• Provided customer-centric services for key SAP SuccessFactors accounts in LATAM and NORAM regions.
• Reason for leaving: Career transition back to Infrastructure and Support (references available upon request from SAP manager).
Sabbatical / Extended LeaveSabbatical
Mar. 2015 - Mar. 2016ItalySabbatical Leave to acquire Italian citizenship and move to Ireland
Spring Mobile Solutions3rd Level IT Support Engineer
Jun. 2013 - Mar. 2015São Paulo Area, Brazil• Managed complete IT infrastructure, including Active Directory, Google Apps, AWS, pfSense, as well as development and testing servers for the headquarters and five remote branches, encompassing over 50 servers and approximately 600 users.
• Administered a technical support team of eight members spread across five countries, including performance metrics and direct oversight.
• Acted as the liaison between the CTO and the global technical team.
• Implemented pfSense as a corporate VPN/Firewall solution.
• Migrated local services to the cloud using EC2/Amazon Web Services.
• Implemented a "diskless" backup solution using CA's ARCServer and Amazon's S3 and Glacier services.
• Provided direct support to VIP/Executive clients, both in-person and over the phone, for mission-critical applications and servers.
• Developed detailed checklists, reports, and network maps, documenting the infrastructure after onsite assessments.
• Planned and implemented new network infrastructure, eliminating bottlenecks and preventing physical rework.
• Presented the migration from an on-premise Exchange to Google Apps for Business as a Success Case at Google's CIO Summit in 2014.
Spring Mobile Solutions2nd Level IT Support Engineer & Infrastructure Analyst
Jun. 2011 - Jun. 2013São Paulo Area, Brazil• Provided in-person and telephone support to VIP/executive clients for critical applications and servers;
• Created and monitored batch jobs to ensure process performance;
• Prepared detailed checklists, reports, and network maps, documenting layout and equipment after field surveys. Achievements: • Planned, implemented, and managed backup solutions using ARCServe and DPM;
• Presented the migration from Exchange on-premises to Google Apps for Business as a Success Case at Google's CIO Summit 2014.
Spring Mobile SolutionsTech Support
Jun. 2010 - Jun. 2011São Paulo Area, Brazil• Supported VIP/executive clients both in-person and via phone for critical applications and servers;
• Created and monitored batch jobs to ensure the performance of processes;
• Prepared detailed checklists, reports, and network maps, documenting layout and equipment following field assessments. Achievements: • Planned, implemented, and administered backup solutions using ARCServe and DPM;
• Presented the migration from Exchange on-premises to Google Apps for Business as a Success Story at Google's CIO Summit 2014.
WestLB1st & 2nd IT Level Support
Aug. 2009 - Jun. 2010São Paulo Area, Brazil• Provided support to VIPs/Executives, managed Active Directory, administered servers, and performed backups.
• Installed, maintained, and supported new applications.
• Troubleshot desktop and system issues, including diagnosing and resolving hardware and software incidents.
• Managed incidents and problems, ensuring adherence to established SLAs.
• Designed and implemented Group Policies to optimize system management and security.
• Managed multiple open cases and mini-projects simultaneously, with effective task prioritization.
• Planned and implemented Deployment Services to enhance efficiency in software distribution and updates.
Cidade Jardim ElementaryNetwork Administrator
Oct. 2008 - Aug. 2009São Paulo Area, Brazil• Designed, implemented, and managed Windows Server 2003 infrastructure.
• Led and managed a two-person IT team.
• Defined network specifications after consulting with users to understand workflow, access, information requirements, and security, including router administration, interface configurations, and routing protocols.
• Evaluated and optimized network performance considering factors such as availability, utilization, throughput, goodput, and latency; selected, installed, configured, and tested network equipment; established network security policies and procedures for connections and firewalls.
• Maintained and monitored network performance, including analysis and necessary adjustments, troubleshooting network issues, and escalating matters to vendors as needed.
• Ensured network security through the development of access controls, monitoring, and evaluation; maintained up-to-date documentation.
Notable Achievements:
• Designed, implemented, and administered backup services.
• Expanded LAN, including planning and deployment of wireless switches and routers.
HPInfrastructure Analyst
Aug. 2007 - Oct. 2008São Paulo Area, Brazil• Provided technical support for backup systems (BackupExec, ARCServe, and TSM) to HP’s global clients, including Carrefour Asia, Kraft, Bimbo, and Foamex.
• Supervised IT operations for clients across various locations such as LATAM, Mexico, USA, France, and China, in an environment characterized by the management of multiple clients, systems, and tools.
Microsoft2nd Level IT Support Analyst
Apr. 2005 - Aug. 2007São Paulo Area, Brazil• Provided technical and VIP/Executive support for hardware (PCs, laptops, tablets, smartphones) and applications (MS Office, MS VPC, MediaCenter, Acrobat, and MS Active Directory) for over 500 employees.
• Maintained detailed documentation through the Remedy ticketing system, ensuring accurate tracking from reporting to problem resolution.
• Managed client and employee relations to ensure dispute resolution and maintain high satisfaction levels.
• Addressed and resolved Level 2 support issues, including desktops, laptops, smartphones, tablets, printers, and audiovisual conference equipment (Polycom).
• Diagnosed and repaired escalated issues from Level 1 support, including coordinating hardware repairs and equipment replacement.
• Identified and implemented opportunities for improving IT department efficiency.
Notable Achievements:
• Automated the workstation rebuild process, reducing time by approximately 80% at no additional cost.
• Created an automated backup system for users via scripts, enhancing support productivity.
• Led the migration and deployment of the local office to Windows Vista.
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