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Skills

  • Account Recovery
  • Analytics
  • Chat Support
  • Communication Skills
  • Desktop Support
  • Email Support
  • Help Desk
  • IT Service Management
  • Management
  • Technical Support

Services

  • IT Project Manager

    $10/hr Starting at $25 Ongoing

    Dedicated Resource

    IT Professional with over 15 years of experience supporting many different infrastructure components and critical applications to large businesses, driven for results and acting according to ITIL best...

    Account RecoveryAnalyticsChat SupportCommunication SkillsDesktop Support

About

IT Professional with 20 years of experience supporting many different infrastructure components and critical applications to large businesses, driven for results and acting according to ITIL best practices.

An unique combination of strategic foresight and hands-on leadership, having consistently delivered results in high-pressure environments across global infrastructures, not only restoring critical services in record time but also driving long-term operational excellence and business value, seeking resilience, efficiency, and innovation.

Graduated in Networks, with a graduate degree on Project management.

During my career, I had the opportunity to work with IT support for 1st and 2nd levels, developing strong customer focus and learning agility on new technologies. Critical incident management and crisis management is also among my experience, where I developed the mindset of quick restoration for an impacted service, aligned with a transparent communication to all stakeholders that are involved.

ITIL framework is also one of my key experiences, which I have acquired while working as a Senior Change Management process specialist, ensuring that ITIL best practices were being followed by those implementing Changes into business critical infrastructure and systems, in order to avoid any kind of impact to the business as a result of those changes.

Data analytics is also another skill I managed to develop though the years, modeling and adjusting data in Power BI in a way that it will actually give trends and insights for a scenario that requires attention.

SCCM and Intune infrastructure are also part of my experience, working as a Senior Analyst responsible to coordinate a team delivering application packaging/development, deploying and publishing applications and security patches to end users, also writing and distributing applications using PowerShell scripts.

While working as Service Desk Manager for 1st and 2nd levels, I became responsible for developing a team of engaged associates towards achieving not only the company goals, but also their professional goals as individuals, elevating them from both technical and behavioral perspectives.

Work Terms

From 4 PM to 00 AM EST, Monday to Friday. Preferred communication method: written communication (e-mail, WhatsApp messages, SMS).