Summary
For over 9 years had part of the telecommunications business support systems (BSS) production team, ensuring service availability, quality, and delivery.
Accountable for service requests, incidents, problem tickets (troubleshooting), and change requests according to the ITIL best practices besides defines new projects rollout strategies, carry out new products version and analyses it impacts on the production environment, follow up, technical and functional validation.
3rd line of technical support according to the tactical and strategic plan of the area, development scripts, automating tasks and monitoring system and environment resources.
In September 2019, achieved his Master's degree in Software Engineering by the Faculty of Engineering of University of Porto defends the thesis about the use of Machine Learning on IT Incident Management process.
Experiences
- 3rd level support for the service request, incident tickets, and problem tickets resolution agreed with SLA's and KPI's.
- Change-advisory board (CAB) technical member. Reviewer, adviser, and release planning validator on change requests (CR's) during service transition activities.
- Deal with internal customer expectations, prioritizing their requests and/or tickets as defined by the urgency and impact.
- Performance warranty through service monitoring and preventive actions based on service and environment metrics analysis.
- Attest processes are in line with Brazilian telecommunications laws and regulations (ANATEL), avoiding fines and penalties.
- Unix and Linux environment troubleshooting and administration tasks (backup, purging old data, and monitoring system alerts).
- Dev, QA, and software providers teams integration, making sure the agility of troubleshooting and new product shipments to production environment.
- Scripting (Shell script, AWK, and Python) and Job scheduling (Control-M)
- Support on call (shifting 24x7)
BMC Control-M, Linux (Rhel), Bash, AWK, Perl, MS Office Suite, BMC Remedy, Google Charts, BSS, Ericsson BSCS, Oracle 11G.
- 3rd level support for the service request, incident tickets, and problem tickets resolution agreed with SLA's and KPI's.
- Deal with internal customer expectations, prioritizing their requests and/or tickets as defined by the urgency and impact.
- Dev, QA, and software providers teams integration, making sure the agility of troubleshooting and new product shipments to production environment.
- Performance warranty through service monitoring and preventive actions based on service and environment metrics analysis.
- Attest processes are in line with Brazilian telecommunications laws and regulations (ANATEL), avoiding fines and penalties.
- System consulting for business teams (invoicing and revenue assurance); Extracting and structuring (CSV) statistical rating data and metrics (on demand); Results analyses for each billing cycle results; Dashboard maintenance.
- Oracle PL/SQL procedures maintance for ETL process.
- Scripting (Shell script, AWK, and Python) and Jobs scheduling (Control-M)
- Support on call (shifting 24x7)
BMC Control-M, Oracle/Sun Solaris, Bash, AWK, Perl, MS Office Suite, BMC Remedy, Google Charts, BSS, BSCS, Oracle 11G
- Provide resolution for service requests, incident tickets, problem tickets, and change requests technical analyses agreed with ITIL best practices.
- Scripting (Shell script, AWK, and Python) and Jobs scheduling. (Control-M)
- Change Requests technincal validation, rollout strategies, deploy, and follow-up as ITIL Change Management process.
- Drafting service desk operational guidelines according to the criticality defined for each alarm.
- Support on call (shifting 24x7)
BMC Control-M, Oracle 10g, Sun Solaris, Bash, AWK, Perl, ITIL, MS Office Suite, BMC Remedy, BSS, OSS, Ericsson, EMM, EMA, OLM, Oracle 10g
Academic Projects
Projects developed during Software Engineering Master's degree in FEUP (Porto - Portugal)