- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 38 years old
- Location:
- Santo André, São Paulo, Brazil
- Experience:
- 15 years
Maicon de Souza Gualberto
Objective
IT Services Coordinator / IT Support / ITSM Management / Customer Sucess
Sumary of Qualifications
War Room management and escalation process;
Executive reporting during crises;
Incident and Problem Management;
System monitoring (ServiceNow, Grafana, Jira);
KPI, metrics, and contractual SLA tracking;
Team leadership, performance control, and feedback;
Management of staff in support, infrastructure, telecommunications, and network segments;
Skilled in process mapping, developing workflows for a broad understanding of business rules;
Knowledge of the Windows platform;
User management, directories, permissions, and groups in Active Directory;
Computer maintenance support in companies, offices, and residences;
Project management ensuring cost and delivery deadlines are met as planned;
Execution of data center routines, development of technological improvements, action planning, and monitoring of migrations in IT environments.
Professional Experience
Company: Kyndryl Brasil
Position: IT Services Coordinator
Period: 20/06/2022 – Present
Company: Atento do Brasil
Position: Senior IT Analyst
Period: 13/03/2012 - 15/06/2022
Education
MBA in IT Management
Institution: Faculdade Metropolitana Unidas (FMU)
Bachelor's Degree
Institution: Universidade Bandeirante de São Paulo (Uniban)
Course: Information Systems
Certifications
AWS Cloud Practitioner
Microsoft Azure AZ900
