Experienced professional in high-criticality 24x7 environments, responsible for the operational leadership of Support and Field teams. I have a proven track record of maintaining SLAs above 98% and managing backlogs for hundreds of corporate units.
My journey in technology started at age 10, fueling a lifelong passion that drives my current academic pursuit in Computer Engineering. My expertise bridges IT infrastructure and software engineering. 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.
Intelligent platform for managing and analyzing reciprocity on GitHub. HubFollow allows you to identify users you follow who don't follow you back, and vice versa, facilitating the curation of your professional network.
Developed to validate the demand for networking management tools, the project offers an intuitive interface for analyzing profile metrics in real time.
Project Link: HubFollow Live
Academic Background
- Computer Engineering · Bachelor · In progress
Languages
- English: Technical reading and basic conversation
- Spanish: Basic reading