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IT Support Coordinator
IT Support Coordinator at Manpower Staffing Ltda, managing Brazil user support and strengthening information security and LGPD compliance.
BrazilIT Support Coordinator at Manpower Staffing Ltda
Managed IT support services for users in Brazil, overseeing ticket SLAs, vendor accounts, and asset inventory. Improved IT procedures and policies, ensured information security, and contributed to LGPD compliance and ISO27001 certification.
ITILCOBITISO 27001LGPDMicrosoft DefenderZscalerTaniumSplunkServiceNowAsset ManagementVendor Management
Managed the Conmebol Project for the Brasil 2019 American Cup, overseeing network infrastructure and IPTVs at Maracana stadium. Controlled assets, managed incidents via Zendesk, and reported daily to the Conmebol Committee.
Project ManagementNetwork Infrastructure
Completed an MBA in Information Technology Management at Universidade Veiga de Almeida in 2013.
Completed an MBA in Information Technology Management at Universidade Veiga de Almeida in 2013.
Graduated in Data Processing Technology at Universidade Presbiteriana Mackenzie in 1996.
Graduated in Data Processing Technology at Universidade Presbiteriana Mackenzie in 1996.
Managed all IT infrastructure, contracts, and end user support staff, including ERP system MV, service desk, data network, telephony, CCTV, and security. Oversaw asset management, cost control, and SLA compliance, and led a project to separate physical and logical infrastructure for a group company.
IT InfrastructureERPService DeskLAN WANSQLCCTVFirewallsCloud BackupVPNVendor ManagementSLA Management
Served as Venue IT Manager for the Rio 2016 Olympic and Paralympic Games, planning and implementing IT requirements and operations. Managed stakeholders, risks, and problems, and supported workstations and infrastructure using MS SCCM and Service Now.
ScrumProject ManagementIT OperationsSCCMServiceNowIncident ManagementAsset ManagementStakeholder Management
Coordinated a team of 30 technicians supporting end users of Caixa Econômica Federal. Managed incidents, problems, and escalations, followed SLAs using ARS tool, and controlled hardware and software assets.
Team ManagementIncident ManagementProblem ManagementSLA ManagementARSKPIsAsset Management
Managed all IT infrastructure and technical staff, including service desk, data network, telephony, and support for VIP users. Oversaw cost management, contracts, suppliers, and SLAs, and supported SAP ERP implementation.
IT ManagementService DeskNetwork ManagementLAN WANIP TelephonyVideo ConferencingVendor ManagementSLA ManagementKPIsSAP ERP
Managed the technical team for end user services, data network, and telephony operations. Oversaw IT costs, purchasing, maintenance, and SLA compliance.
IT AdministrationNetwork ManagementLAN WANTelephonyUser SupportSLA Management
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