Technical Support Engineer Resume

SUMMARY

An accomplished Sales Engineer / IT Service Management Consultant / Technical Support Engineer focused on Cloud and IT Service Management Solutions with over 18 years of comprehensive experience in many industries.
Worked on pre - sell and delivery of ITSM Projects in US for market leaders in their domain (Fortune 100), leader segment companies and major federal institutions in Confidential .
Highly knowledgeable in all IT areas as well as business principles and ITIL processes.
An understanding, innovative, flexible individual who has an excellent sense of teamwork to get results by instilling commitment, trust and ethic.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Engineer

Responsibilities:

Document interactions comprehensively for auditing and record keeping purposes
Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements
Participate in testing pre-release solutions and validating performance against test plans documenting results
Strong work ethic and team player mentality
Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
Experience managing Windows Server or Red Hat Linux server environments; Proficient with Linux
Experience with virtualization, specifically VDI implementations
Highly developed sense of integrity and commitment to customer satisfaction
Strong detail orientation and listening skills
Strong decision-making and analytical abilities

Confidential

NetBackup Technical Support Engineer

Responsibilities:

Provided 100% Customer Satisfaction Experience on cases closed
Deep knowledge acquired on NetBackup (Data Protection) and NetBackup Appliances solutions
Surpass in 14% the goal for Closed Cases per Quarter
Worked on Data Protection scenarios for different technologies: AWS, VMware, Oracle, SAP-Hana, Linux, Windows, MS Exchange, MS SharePoint

Confidential

Senior Cloud Consultant

Responsibilities:

Moved and Shifted HPE Service Manager Solution in Cloud using AWS PaaS and IaaS eliminating CAPEX without compromising existent OPEX
Coordinated and Implemented the Quality Assurance phase for a project with 98% of issues detected in Test Environment.
Reduced 60% of ITSM Solution issues performing all roles in Test Management Lifecycle for a mission critical service project
Applied Agile methodology for deploying HPE Service Manager new requirements reducing in 30% the go-live of new functionalities.
Achieved an ITSM project completion as Solution Architect and Technical Consultant in 2 months less than planned.
Change ordered IT Projects increasing the revenue on an average of 30%.
Built HPE Service Manager Solution in a VM environment for demo purpose reducing the proof of concept go-live preparation in 1 week.

Confidential

IT Service Management Consultant

Responsibilities:

Incident Management Process Lead during an ITIL/ITSM implementation with 100% Customer Satisfaction.
Test Lead for a Major ITSM solution deployment with 95% of the defects detected before Go-Live.
Prepared and Deployed ITIL Workshops for CIOs and direct managers in more than ten Fortune 100 companies in their segments, optimizing the IT Service Management Operations efficiency in more than 20%
Worked as HP Service Manager Technical and Process Consultant in couple projects, reducing the average project total cost in 20%
Prepared and Delivered Business Continuity and Mission Critical Analysis Plan for the most important Financial Service in Central Bank of Confidential, minimizing by 50% the risk of freezing the Confidential .

Confidential

IT Service Management Technical Consultant

Responsibilities:

Delivered ITIL process project for the major utility company in Rio de Janeiro
Participated in HP Service Desk tool implementation projects, increasing the IT Service Management Key Performance Indicators by 30% on average.
Prepared ITIL Processes Workshops reducing by 1 week the material prep time.
Presented SAP 101 workshops for more than 300 attendants.