Roberto Massafra

Aptitude for multitasking, with a technological bent. My technological inclination originated

as a branch of my studies in Communication with specialization in new technologies, which

included editing web journalism and developing surfaces to communicate and work. I

started by having different experiences as Help Desk, Technical Support, Service desk,

Customer Service, until I reached the position of Information Technology Administrator &

Procurement Country Manager.

I have worked in teams within an international environment, providing my service globally.

I am a server administrator, managing local servers, including setting up Remote Desk

Manager; working with various servers such as Apache databases, SAP routers (Linux),

file servers, print servers, and DNS servers; furthermore, I administered server backups

using Veeam and Infrastructure Services: Part of the Server and Networking Department,

handling server systems connections and infrastructure services.

I have substantial experience in supporting and managing desktop applications, including

Office 365, VPN/VDI, and Multi-Factor Authentication (MFA). At NTTDATA, I provide daily

tech support for around 150 employees, managing Office 365 accounts, syncing client

profiles, and troubleshooting related issues. I also set up and maintain VPN connections

for secure remote access, ensuring seamless integration with our VDI environment.

Additionally, I manage MFA setup and support, helping users with 2FA technology for

enhanced security. My role involves ensuring these tools function smoothly across our

network, troubleshooting issues promptly, and maintaining user productivity.

I have extensive experience in developing Standard Operating Procedures (SOPs) and

reporting SLAs and KPIs. At NTTDATA, I played a key role in creating and maintaining

SOPs for IT Service Desk operations, ensuring consistency and efficiency in

troubleshooting and support. Additionally, I regularly report on SLAs and KPIs using tools

like ServiceNow, where I monitor and analyze ticket resolution times, system uptime, and

service performance. I also collaborate with international teams to refine these procedures

and reporting metrics, ensuring alignment with global standards. My work involves creating

dashboards that provide real-time insights into performance metrics, helping management

make informed decisions and improving overall service delivery.

In addition, I have gained hands-on experience with Azure, particularly in the deployment

and management of Azure-based solutions. I am familiar with AI applications for Azure,

where I have worked with Azure Cognitive Services and machine learning models to

enhance business processes and automation. My proficiency in Azure allows me to support

cloud-based infrastructures effectively while leveraging AI tools for innovation and

improvement in various IT operations.

Native Italian speaker, I am fluent in English and Spanish, with medium proficiency in

Portuguese. As a communications expert, I have also had past experience as a publicist

for online magazines.