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Skills

  • Team building
  • Application security protocols
  • Efficiency improvement through automation
  • Collaborating with development teams
  • Automated troubleshooting procedures
  • IT service management certification (CPA)
  • Knowledge base article creation
  • Customer Satisfaction Enhancement
  • Supervision
  • Mentoring junior engineers

Work Experiences

  • Finished process of project, which resulted in category.
  • Collaborated with compliance teams.
  • Analyzed ticket trends and system health.
  • Applied method to diagnose system outages.
  • Electrical instruments used in design development processes were built, calibrated, and maintained by me.
  • Answered 17 phone calls per 6 months to assist customers.
  • Assessed engineering proposals and drawings for feasibility and adherence to safe electrical engineering practices and standards.
  • Collaborated with cross-functional teams to identify and resolve performance bottlenecks in Tableau, improving response times by 7 milliseconds.
  • Achieved recognition within the first 15 months.
  • Achieved a 82% improvement in security compliance.

Summaries

  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Knowledge of Salesforce in depth, as well as budget management and cross-functional collaboration abilities.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Microsoft Excel and QuickBooks experts with exceptional interpersonal skills.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.
  • Achieved 74% customer satisfaction improvement.
  • Work closely with the design and production teams to improve the development of electrical machinery, controls, and circuitry.
  • Senior Application Support Engineer and team leader with 18 years of experience in initiative settings.
  • Accomplished in triaging escalated issues.
  • Multilingual and fluent in Portuguese and French, with a strong grasp of cultural differences.

Accomplishments

  • Supported the launch of framework, diagnosing real-time performance issues and resolving critical bugs within 6 months, contributing to a successful go-live.
  • Conducted in-depth root cause analysis for critical incidents, resolving framework and decreasing incident severity rate by 65% over 18 months.
  • Led after-hours support teams, managing escalated incidents and consistently reducing average ticket closure time by 35%.
  • Designed and implemented a service-level agreement (SLA) monitoring dashboard that helped ensure 50% adherence to customer service contracts.
  • Reduced infrastructure costs by 57% through optimized cloud resource management while maintaining application performance KPIs.
  • Contributed to a 47% reduction in page load time by optimizing front-end application architecture and eliminating redundant code.
  • Implemented a robust fallback mechanism during routine system updates, reducing downtime in critical environments by 59%.
  • Monitored and analyzed system logs to identify patterns in failures, improving the proactive identification of outages and reducing failure recurrence by 39%.
  • Implemented proactive continuous monitoring via program, which minimized unplanned outages and contributed to a 57% increase in system availability.
  • Enhanced logging and monitoring capabilities with ServiceNow, facilitating faster identification of root cause during incidents and reducing diagnostic time by 17% mins.

Affiliations

  • Member, Cloud Security Alliance (CSA), 2023-Present
  • Speaker, Gartner IT Symposium/Xpo | 2024 | Austin
  • Fellow, Cloud Native Security Foundation Fellowship Program | initiative
  • Certified Member, CompTIA Linux+ | 2015
  • Attendee, Velocity Conference: Building & Supporting Resilient Applications | 2021
  • Member, Oracle Developer Cloud User Group | standard
  • Certified Member, Amazon Web Services (AWS) Certified Solutions Architect | 2015
  • Active Member, DevOps Institute | metric
  • Active Contributor, Stack Overflow Community (Application Support/DevOps Tags) | standard
  • Honorary Membership, The Institute of Electrical and Electronics Engineers (IEEE) | initiative

Certifications

  • Python Programming Specialization – University of standard
  • Salesforce
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant (CPA)
  • ServiceNow Certified System Administrator
  • Apple Certified Associate (ACA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Ethical Hacker (CEH)
  • SQL (Advanced) Certification from Brightline

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