Marcelo F.DevOps Engineer
Skills
Objective: To engage in and contribute to significant and productive international technology projects.
Possesses a proactive approach to discovering, understanding, improving, and questioning both new and established processes. Demonstrates creativity in developing workarounds and exhibits a leadership mentality.
ICT Management Consultant
1/1/2022 - Present
Oversaw the management of applications, ensuring compliance with ISO 27001 and other internal policies. Led the creation and validation of essential documents such as Operational Descriptions, Statements of Compliance, Disaster Recovery Plans, and Risk Summaries. Collaborated with the global team to conduct annual Vulnerability Assessments. Ensured the accuracy of documentation and proactively addressed and mitigated issues affecting application compliance.Senior Network Analyst
4/1/2021 - 12/1/2022
Served as a Subject Matter Expert on Cybersecurity, providing expert assistance to support agents, managers, leaders, and directors across regions including LATAM, AMER, EMEA, and APAC regarding new policy controls. Assisted with escalations related to Data Protection Controls registered in ITSM (Incident and Ticket Management System) in English. Developed profound knowledge and quickly adapted to new information, ensuring exceptional customer service. Generated reports for newly created controls and assisted managers in implementing best practices for future controls.
As a Quality-of-Service Analyst, audited support tickets registered in English in the ITSM system, ensuring high-quality support between contractor and provider. Created and presented quality assurance reports company-wide to maintain and enhance service standards.Support Analyst
3/1/2018 - 4/1/2021
Provided support to the LATAM region by handling Portuguese and Spanish calls and emails, subsequently reporting issues in English using ITSM. Assisted users with software applications, access issues, and company processes, demonstrating strong knowledge acquisition, quick learning, and exceptional customer service. Became the Event Coordinator, serving as a focal point for other agents, managing approval for security procedures, handling escalation situations, and delegating activities. Analyzed monthly calls for report generation using Avaya Contact Analyzer. Additionally, provided training to new hires, ensuring they were well-equipped for their roles.Helpdesk
2/1/2015 - 7/1/2015
Gained hands-on experience in telecommunication systems by removing and upgrading every telephonic extension within the entire company. Developed skills in manually configuring and rigorously testing each new telephonic device to ensure optimal functionality. Enhanced technical proficiency in telecommunications equipment and infrastructure, contributing to the seamless operation of the company's communication systems.
Game Design and Digital Media at British School of Creative Arts and Technology
2022 - 2024Digital Game Development at Positive University
2017 - 2018Information Security at International University Center UNINTER
2020 - 2021Software Engineering at Cruzeiro do Sul University
2022 - 2023
Beginner Programming Training at Alura
10/1/2022
Marcelo is available for hire
Meet Marcelo F.
All Howdy Candidates are vetted for skills and english proficiency.
