Jan 2019 – Sep 2021 · 2 yrs 8 mos

• Hewlett-Packard is a large-scale IT Service Delivery Outsourcing enterprise with approximately 125,000 employees and high-end customers like Braskem, Coca-Cola, BMW, Ferrari, Heineken and others, operating in more than 70 countries. HP merged its IT Services with Computer Sciences Corporation (CSC) and is now called DXC Technology.
• 🎯 Main Projects
• Led the end-to-end service restoration for a high-profile client after a global ransomware incident in 2019, coordinating incident response, security teams, and backup & recovery processes ensuring business continuity and minimizing financial and operational damage by approximately 70–80%;
• Led the development and in-person presentation of 20+ monthly incident reports, translating technical data into strategic recommendations that reduced incident volume, decreased risk exposure, and improved operational efficiency with measurable cost savings.'
• Orchestrated crisis rooms reducing escalation noise by ensuring only ~20% of critical incidents required crisis response, with ~2% impacting the business.
• 💼 Responsibilities
• Delivered recurrent training to a staff group of +600 engineers on incident response and crisis management processes, ensuring alignment with organizational procedures;
• Coordinated the response to incidents from initial detection and triage through to resolution, closely with the follow-the-sun international teams, ensuring continuity and effective handovers where required, and that the customer service was delivered in line with agreed quality;
• Acted as the central lead for security incident communications, meetings, action tracking, and stakeholder updates maintaining clear incident reports, documentation, and post-incident reviews (including lessons learned and post mortems);
• Managed and matured the operational relationship, face to face, with high-end customer such as Braskem, Coca-Cola, Ferrari, and Mercedes-Benz ensuring effective detection, escalation and response;

Jan 2017 – Dec 2018 · 1 yr 11 mos

• 💼 Responsibilities
• Managed Backup Policies and Routines (end to end configuration, rerunning failed backups) supporting NetWorker Legato (EMC), ARCserve, and Data Protector (HP) as main tools;
• Acted as a L3 escalation for critical storage & backup incidents and collaborated with international teams to support and oversee lower-level activities;
• Managed SAN fabrics (Brocade/Cisco), zoning, switch upgrades, and fabric health. Performed storage provisioning, zoning, replication, firmware upgrades, and performance tuning.

Jan 2015 – Dec 2016 · 1 yr 11 mos

• Hewlett Packard Enterprise is a major global IT company with around 67,000 employees worldwide and annual revenue of about $34.3 billion, serving enterprises across cloud, networking, storage, and edge computing markets.
• 🎯 Main Projects
• Completed a 2 year Job Rotation program across all IT departments, gaining end-to-end visibility of the IT outsourcing demand flow, since the client request until the final delivery of the service contract;
• Used the 360 degree perspective to develop process improvements, individually to each department I interned in.
• The Rotation was structured in three main tracks:
• 1. Process areas (ITIL-based): Change, Incident, Problem, and Service Level Management (SLM);
• 2. Technical operations: Network, Security, Database, Web, Storage, Backup, Intel, and Unix;
• 3. Project Management & Customer Facing;
• After the rotation I have been selected amongst 20 other interns to a permanent role in the Storage & Backup department.