Marcelo Barbosa

Operations Associate

Rio de Janeiro, Rio de Janeiro, Brazil27 yrs 6 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

Over 20 years of IT support experience.
Expertise in Generative AI tools for IT operations.
Proven track record in database administration and ERP systems.

Stackforce AI infers this person is a skilled IT professional specializing in database administration and support operations.

Contact

Skills

Core Skills

It SupportGenerative Ai ToolsSupport Account ManagementDatabase DevelopmentDatabase MigrationDatabase AdministrationCustomer Support

Other Skills

Python (Programming Language)Backup SolutionsService DeskShell ScriptSupport SystemsData AnalysisOperations SupportTechnical SupportLinuxWindows SupportSQLShell ScriptingData PrivacyGenerative AI StudioDesk Top Support

About

IT professional with over 20 years of experience in IT support, ERP systems, and database administration (SQL Server, Oracle, PL/SQL). Skilled in troubleshooting, data management, and IT infrastructure support, with a proven track record in delivering solutions that improve system performance and user satisfaction. I have collaborated on international projects across Latin America, the USA, and India, strengthening my communication and adaptability in multicultural environments. Currently pursuing a degree in Cybersecurity with an emphasis on AI, and experienced in applying Generative AI tools (GPT, Claude, Microsoft 365 Copilot) to enhance IT operations, business processes, and decision-making.

Experience

27 yrs 6 mos

Total Experience

2 yrs 9 mos

Average Tenure

3 yrs 4 mos

Current Experience

Union of workers in the trade of minerals and petroleum derivatives of the state of rio de janeiro

Computer Support Analyst

Jan 2023 – Present · 3 yrs 4 mos · Rio de Janeiro, Rio de Janeiro, Brazil · On-site

Atuo como Analista de Suporte em TI com responsabilidades abrangentes: gestão de permissões de usuários, backup de dados críticos usando Cobian Backup 11, suporte a servidores Windows Server 2008 R2, manutenção de estações Windows XP, 7 e 10, além de suporte a dispositivos Android com foco em e-mail e sistemas internos.
Realizo montagem e manutenção de computadores e notebooks, além da manutenção de terminais de atendimento, PDVs e impressoras. Dou suporte à infraestrutura de segurança digital com configuração de Wi-Fi, firewalls, antivírus e servidores Debian, incluindo automações via Shell Script. Gerencio contratos com fornecedores e licenças de software, e realizo compras de materiais para o setor.
Restauração e recuperação da base de dados do Sql Server 2008 R2 nas oportunidades que foi necessário.
Também sou responsável pela atualização e manutenção do site da instituição (https://www.sitramico-rj.org.br) usando Joomla e Plesk.
Iniciativas com IA e Engenharia de Prompts:
Atuo com engenharia de prompts e desenvolvimento de agentes baseados em modelos de linguagem como GPT-4, Claude, Mistral e Gemini. Crio soluções autônomas que automatizam fluxos de trabalho, otimizam interações e aumentam a produtividade por meio da IA. Utilizo diferentes LLMs conforme o contexto, sempre com foco em eficiência e inovação nos processos internos.

Python (Programming Language)Backup SolutionsService DeskShell ScriptSupport SystemsData Analysis+12

Boanerges technologies

Support Account Manager (SAM).

Jan 2020 – Jan 2023 · 3 yrs · Rio de Janeiro, Brazil · Remote

Atuei como elo estratégico entre clientes e a equipe de suporte técnico, garantindo que solicitações fossem tratadas com agilidade, qualidade e empatia. Fui responsável pela gestão de relacionamentos, resolução de situações críticas, coordenação de atividades operacionais e realização de revisões periódicas de desempenho (Support Business Reviews) com os clientes, sempre com foco na melhoria contínua da experiência do usuário.
Minhas principais responsabilidades incluíam:
Gerenciar solicitações e garantir fluidez no pipeline de atendimento.
Atuar em situações críticas e escalonamentos de forma proativa.
Facilitar a transferência de conhecimento entre times e clientes.
Oferecer suporte em decisões técnicas e orientar sobre boas práticas em atendimento.
Coordenar processos operacionais junto à equipe de suporte.
Destaque a partir de 2022:
Iniciei a aplicação prática de ferramentas de Inteligência Artificial generativa no ambiente de suporte, com foco em aumentar a eficiência e qualidade das interações com clientes. Desenvolvi prompts personalizados para assistentes baseados em GPT e comecei a criar agentes autônomos para triagem de tickets, respostas automatizadas e extração de dados relevantes a partir de interações.
Essa experiência marcou minha entrada na área de engenharia de prompts e uso estratégico de modelos como GPT e outros LLMs, permitindo ganhos expressivos em tempo de resposta, assertividade e escalabilidade no atendimento.

Service DeskSupport SystemsData AnalysisTicketing SystemsOperations SupportLinux+6

Boanerges technologies.

Oracle Database Developer

Oct 2017 – Nov 2019 · 2 yrs 1 mo · Porto, Porto, Portugal

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Development

Odebrecht construction usa

Oracle Developer

May 2016 – Oct 2017 · 1 yr 5 mos · Greater Rio de Janeiro

Time-bound project for migrating existing Oracle databases on Linux servers for Windows on a Hyper-V virtualized platform, plus SQL Server Foundation Management and responsible for the 2000 and 2005 bases migrations for 2008 and 2012. Execution and creation of queries from SQL Server and Oracle databases to assist the administration and accounting industries.
Perform Tuning at the Oracle bases, making improvements and revising existing indexes by creating new or excluding unnecessary indexes that detracted performance.

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Migration

Capgemini

DBA

Oct 2013 – May 2016 · 2 yrs 7 mos · Rio de Janeiro, Brasil

Databases systems support.
Administration of SQL Server databases and responsible for the data migration of the SQL Server databases 2000 and 2005 for 2008 and 2012.
Execution of queries to SQL Server databases and Oracle submitted by developers for all Bradesco customer development banks, maintenance of bases as (creation tables, columns, indexes, sequences, service request service).
Managerial monitoring of queries change implementations, tables and indexes in Oracle production environment, SQl Server and IBM DB2. And Developing SQL and PL / SQL.

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Administration

Huawei technologies

DBA

Feb 2012 – Sep 2013 · 1 yr 7 mos · Greater Rio de Janeiro

SQL for Oracle and SQL Server, Transact SQL for SQL Server 2000, 2005 and 2008, PL/SQL for Oracle 10G and 11G, Development and Programming for reports using the databases above and deployment of the reports in production enviroment.

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Administration

Campus management corp

DBA SQL Server and Support Account Manager (SAM)

Feb 2011 – Feb 2012 · 1 yr · Miami-Fort Lauderdale Area

Support to our customers in a more pro-active approach way to mitigating the risks of enterprise system downtime, making the link between the developer and technical support team and the project manager customer team to be more easy to understanding for both parts.
Following the evolution of the projects and supporting the both sides with focus on business success.

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Administration

Altran consultoria em tecnologia brasil

DBA

Aug 2009 – Jan 2011 · 1 yr 5 mos · Greater Rio de Janeiro

SQL development for Oracle and SQL Server, Transact SQL for SQL Server 2000, 2005 and 2008, PL/SQL for Oracle 10G and 11G, Development and Programming for reports using the databases above and deployment of the reports in production enviroment.

Data AnalysisOperations SupportSQLShell ScriptingData PrivacyDatabase Administration

Vale do rio doce

Database Developer

Aug 2006 – Jul 2009 · 2 yrs 11 mos · Greater Rio de Janeiro

Development in SQL, PL / SQL, Oracle database, maintenance and data manipulation, developing SQL and T-SQL to SQLServer2005 and 2000.
Handling and data correction: also used the POSTGRESQL bank performing maintenance on the base development environment tests.

Service DeskSupport SystemsData AnalysisTicketing SystemsOperations SupportSQL+3

Transbrasil airlines inc

Electronic Technician and Customer Service/Support

Jan 1992 – Mar 2000 · 8 yrs 2 mos · Greater Rio de Janeiro

Highly-qualified customer support professional with more than 8 years of experience and specialization in providing customer services for Windows, maintenance and technical solutions in Telex machines international communications system, Maintenance Technician Computers and SQL Developer.

Service DeskSupport SystemsOperations SupportCustomer Support