Reinaldo N.
IT Operations Specialist

Skills

Splunk

Microsoft Azure

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Bio

An IT professional with over 17 years of experience in customer support and infrastructure, possessing a degree in Computer Networks and a postgraduate degree in Production Engineering, alongside Microsoft and ITIL certifications. Specializes in the management of data center physical infrastructure, execution of changes in production, homologation, certification, and development environments. Expertise includes the management of temporary access to production environments, administration of Windows servers, Active Directory, file servers, DNS, and web publishing services and applications on IIS and Apache. Proficient in monitoring tools such as Grafana, Nagios, Splunk, and Zabbix, and experienced in IT service management using Cherwell, GLPI, OTRS, and ServiceNow. Aims to contribute to the efficiency and security of IT systems and processes by employing best practices and appropriate tools for each scenario.

IT Analyst
9/1/2019 - 10/1/2023

Engaged in home office operations at night directly focusing on the Selic Rate (Special System for Settlement and Custody) of the Central Bank. Participated in site switches, both scheduled and during contingencies. Managed access control to the production environment including granting, recording, and revoking access; executed changes across production, validation, certification, and development environments; and handled the physical infrastructure of data centers by installing equipment in racks, connecting electrical and network components, and ensuring standards were met. Managed NetBackup routines and scheduling of ControlM routines. Took part in crisis rooms to resolve issues with critical systems. Employed ITSM Cherwell for ticket management. Worked with JBoss, Jenkins for deployments, Unisys Mainframe, and Power BI. Monitored systems using Nagios and Splunk; managed inventory with Kace and audit logs with Adaudit. Utilized DNS, Active Directory (AD), and Dynatrace for application monitoring, and MQ WebSphere for messaging. Conducted remote access via Putty, RDP, and VMware. Oversaw the management of the service knowledge base and handled hardware and software inventory. Identified root causes of issues with the help of other IT areas and external suppliers and escalated ticket resolutions when necessary. Facilitated the development of newly hired technicians and monitored service queues to control ticket SLAs. Demonstrated intermediate English proficiency and maintained hardware, assembling equipment and replacing parts and peripherals. Leveraged the ITIL library for incident and request management and oversaw IT infrastructure including structured cabling, internet links, routers, WiFi, servers, and NOC management.