Amilton B.IT Operations Specialist
Skills
An IT Operations Coordinator with 16 years of experience in information technology, specializing in team management, service coordination, process improvement, and service desk operations across diverse industry sectors. Certified in Azure and Scrum, possessing strong capabilities in Cloud Services, Manufacturing Process Improvement, and Database Management.
Expertise encompasses the supervision of Field Support teams, the development of comprehensive management reports and dashboards, the administration of service catalogs, and the meticulous management of project schedules. Committed to enhancing operations performance and boosting customer satisfaction through the implementation of best practices and effective project management tools. Recognized for adaptability, exceptional communication, and robust interpersonal skills, combined with a deep passion for technology. Currently pursuing an MBA in Project Management at USP/Esalq to deepen expertise and further professional development.
IT Operations Coordinator
4/1/2022 - 2/1/2023
Served as Team Supervisor for Internal and External Field Support from N1 to N3, overseeing team management, selection, and hiring processes, controlling absences, and maintaining service levels, SLA, TMA, and quality standards. Developed and managed team feedback, logistics, payments, and scheduling. Created managerial reports and dashboards aimed at enhancing operational performance and facilitated presentations for clients and management. Managed the service catalog, forms, service profiles, and general data crucial for the operation of external teams. Developed and administered project schedules to monitor implementations, overseeing the monitoring and execution of improvements and conducting quality analysis of processes. Engaged in quality assurance by monitoring implementations and assessing the impacts of internal changes on operations, and developing action plans involving relevant areas.Rollout Project Analyst
11/1/2020 - 7/1/2021
Excelled in logistics and control by defining service itineraries based on batches of machines and installation sites, and managing the documentation for delivery and equipment withdrawal. Implemented new Lenovo brand equipment with Windows 10 operating systems, conducted file backups, and installed/configured standard programs and printers used by various units. Provided robust support to field technicians operating in different units, ensuring seamless execution of service operations.Infrastructure Analyst
2/1/2018 - 2/1/2019
Specialized in access management involving installation and access release using Fortinet tools for corporate VPN access, and implemented a multi-factor authentication system (MFA) on smartphones. Managed service and reporting for an outsourced BPO team, overseeing processes and SLA fulfillment using ServiceNow, and preparing management reports. Provided both in-person and remote technical support for hardware and software issues. Handled logistics and control of IT peripherals and computer supplies.General Manager
5/1/2016 - 9/1/2017
Oversaw the point of sale and customer service, ensuring strict adherence to franchise models. Planned and managed a commercial actions team to boost business initiatives and implemented targeted actions. Provided commercial planning and management, offering substantial support to the sales team for meeting budgeted sales targets. Managed a client portfolio, maintained active client interactions, and handled order processing. Controlled inventory, ensuring operational efficiency and timely logistics of product distribution.IT Operations Coordinator
1/1/2013 - 7/1/2013
Developed expertise in monitoring call center teams, service desk, and field technicians, ensuring activities are completed on time and within SLA. Conducted comprehensive analysis of service requests, focusing on classification and incidents for improved performance and effectiveness. Led recruitment and training efforts by conducting interviews and evaluating technical and behavioral skills, as well as suitability to company culture. Managed report control, including timesheets and kilometers used by employees in external services.Service Desk Operational Leader
3/1/2012 - 12/1/2012
Supervised and supported the Service Desk and Field Service team for a major financial institution. Managed SLAs and KPIs to monitor and deliver activities, ensuring quality, commitment, friendliness, and timely delivery based on ITIL methodology. Facilitated training for analysts in various processes and work tools. Conducted analysis and updates of support and service flows, and created a comprehensive Knowledge Base. Controlled and defined Field Service work schedules, including overtime, on-call, standby, and activation.PL Project Analyst
2/1/2011 - 2/1/2012
Implemented IT infrastructure projects for new retail locations, focusing on defining and guiding teams in the execution of structured cabling deployment activities and provisioning/configuration of computer peripherals and SAT equipment (Authenticator and Transmitter System for Electronic Fiscal Coupons). Developed training processes and systems for user education and provided comprehensive project reports.Support Analyst PL
1/1/2010 - 1/1/2011
Gained extensive experience as a Technical Support Analyst, offering adept assistance across first-level, second-level, and third-level technical support. Developed proficiency in troubleshooting a wide range of technical issues and providing effective resolutions. Excelled in the role of a field technician, addressing on-site technical problems and ensuring optimal operation of hardware and software systems. Demonstrated strong analytical skills and the ability to quickly diagnose and resolve complex technical issues, enhancing overall user satisfaction and system performance.Junior Support Analyst III
7/1/2007 - 6/1/2009
Developed proficiency in access management, including access delegation in directories and the creation, deletion, and management of network accounts via Active Directory. Demonstrated expertise in the definition and management of technical procedures, as well as the configuration and administration of Backup systems in the data center. Provided up to 2nd level on-site support and remote access support, including hardware support on Desktops, with meticulous recording of problem occurrences and solutions.IT Support Analyst
3/1/2006 - 6/1/2007
Developed strong analytical skills through extensive troubleshooting and problem-solving across various technical issues. Gained in-depth knowledge of computer hardware, ensuring optimal performance and reliability of systems. Acquired expertise in various operating systems, allowing for seamless integration and operation across different software environments. Demonstrated proficiency in remote access technologies, facilitating efficient support and maintenance of systems from diverse locations. Excelled in teamwork, contributing to collaborative projects and achieving collective goals. Honed negotiation skills, effectively managing stakeholders and ensuring project alignment with business objectives.
Information Technology at Senac University Center
2001 - 2003Network Systems and Telecommunications at Paulista University
2005 - 2007Project Management at MBA USP/Esalq
2022 - 2024Project Management at Impacta Technology
2019 - 2020Data Modeling/Storage and Database Administration at SENAI School Roberto Mange
2021 - 2021Network and Systems Security Management at IGTI
2020 - 2020Computer Programming - Specific Applications at IGTI
2020 - 2020
Microsoft 365 Certified: Fundamentals at Microsoft
12/1/2023Microsoft Certified: Azure Fundamentals at Microsoft
11/1/2021
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