Experienced professional in high-criticality 24x7 environments, responsible for the operational leadership of Support and Field teams. [cite_start]I have a proven track record of maintaining SLAs above 98% and managing backlogs for hundreds of corporate units.
My expertise bridges IT infrastructure and software engineering. [cite_start]I specialize in process optimization and building robust automations using Python, PowerShell, and Shell Script, which have historically reduced service times by up to 72%. I am driven by continuous improvement, data-driven decision making, and elevating operational maturity in complex corporate ecosystems.
Positivo S+ · São Paulo · Remote
Support Lead Analyst · Nov 2025 – Present
- Operational management of N1, N2 and Field teams in a 24x7 environment.
- Process standardization, documentation, workflows, and performance indicators.
- Incident, change, and problem governance based on ITIL methodologies.
- KPI optimization and data analysis for strategic decision-making.
- Operational automation to increase team efficiency and productivity.
Positivo Tecnologia · Curitiba · Remote
Support Analyst · Nov 2024 – Oct 2025
- Technical leadership, process documentation, and training for N1/N2/Field teams.
- Advanced support for corporate systems and hardware infrastructure.
- Deployment of structural automations, significantly improving team efficiency and reducing server initialization incidents.
Process Automation Analyst · Jan 2024 – Nov 2024
- Creation of high-impact automations in Python, PowerShell, and Shell Script.
- Windows/Linux infrastructure standardization and technical documentation development.
Tecnocomp Tecnologia e Serviços · São Bernardo do Campo
Support Analyst N2 · Nov 2022 – Jan 2024 · Hybrid
- Advanced Windows/Linux troubleshooting and root cause analysis.
- Task automation and knowledge base creation for support optimization.
Service Desk (Internship) · Jul 2022 – Nov 2022 · On-site
- N1 support, triaging, and resolution of low-complexity processes.
| Project | Description | Impact |
|---|---|---|
| ES Database | Corporate knowledge management platform with Next.js, Node.js and PostgreSQL. | 10k+ monthly access |
| Automation GUI | Modular Windows app (Python + PowerShell) for terminal standardization. | 40% time reduction |
| ExNeural | Indicator classification tool with generative AI and real-time dashboards. | Strategic decisions |
| Windows 10 Image | Corporate ISO with automated post-installation. | 300+ units |
| GitVision Pro | GitHub analytics dashboard with KPIs and real-time gamification. | Productivity |
Academic Background
- Computer Engineering · Bachelor · In progress
Languages
- English: Technical reading and basic conversation
- Spanish: Basic reading
São Paulo, Brazil · Available for opportunities