Danilo Neto

I’m an IT operations and systems professional with 10+ years of experience across operations, technical support, and infrastructure management—especially in Managed Service Provider (MSP) environments. I focus on standardization, security, compliance, and measurable outcomes tracked via KPIs and SLAs. In my current role as IT BUSINESS OPS MANAGER, I lead IT infrastructure and product initiatives while implementing generative AI tools like Copilot and Claude to automate ticket triage and categorization. That work reduced average first response time by 25%, and I also built real-time executive dashboards to support strategic decision-making. I also act as IT Product Manager—owning requirements analysis, backlog prioritization, roadmap definition, and continuous tracking of adoption, engagement, and ROI. Alongside that, I coordinate IT/support teams and manage vendor contracts with an emphasis on cost optimization and service quality. I bring deep platform expertise across macOS, Windows, and Linux, plus hands-on network and cybersecurity capability—currently pursuing a Master’s in Computer Science focused on Network Engineering and Cybersecurity. My approach blends clear stakeholder communication, strong technical leadership, and continuous process improvement, leveraging AI tools to accelerate documentation, runbooks, and operational efficiency.