Jan 2020 – Jul 2020 · 6 mos · Fortaleza, CE, Brasil

• I led the technical support team at Fortics, ensuring high-quality service delivery and customer satisfaction. By applying ITIL, SDI, and HDI best practices, I optimized incident resolution times, enhanced user experience, and improved operational efficiency.
• Key Achievements & Responsibilities:
• ✅ Optimized Service & Reduced Costs – I streamlined processes, cut response times by 54%, lowered operational costs by 15%, and increased first-call resolution rates.
• ✅ Enhanced IT Infrastructure & GCP Support – I managed cloud operations in Google Cloud Platform (GCP), ensuring scalability, reliability, and security for critical systems.
• ✅ Led Cloud & Virtualization Projects – I implemented cloud computing and system virtualization, improving scalability and resilience of the support infrastructure.
• ✅ Implemented Gamification in Support – I introduced a gamification strategy in support operations, which reduced first response time from 1h20 to just 12 minutes and cut resolution time from 4h50 to 1h56, significantly enhancing customer experience and team efficiency.
• ✅ Automated Processes & Integrated AI – I introduced automation tools and AI-driven chatbots, reducing ticket volume by 54% and boosting service desk efficiency.
• ✅ Aligned Support & Development to Reduce Tickets – By integrating the support and development teams, I improved software quality through better testing and release management, reducing monthly ticket volume from 7,250 to 3,560.
• ✅ Improved SLA Compliance & Customer Satisfaction – I enhanced SLA adherence, increased customer satisfaction rates, and elevated NPS (Net Promoter Score) by 86%.
• ✅ Developed & Trained Support Teams – I created a comprehensive training program, upskilled support analysts, and improved problem-solving capabilities and team performance.
• By aligning technology, processes, and customer needs, I drove innovation, efficiency, and business success at Fortics, transforming support operations into a strategic advantage.

Jul 2015 – Jan 2020 · 4 yrs 6 mos · Fortaleza Area, Brazil

• I taught courses in High-Speed Networks, Cloud Computing, Databases, and Front-End Development, providing students with practical and theoretical knowledge to prepare them for the IT industry. My teaching approach combined hands-on experience with real-world applications, ensuring they mastered both fundamental concepts and advanced techniques.
• Key Achievements:
• ✅ Trained Over 3,000 Students – Helped develop skilled professionals in networking, cloud, databases, and software development.
• ✅ Recognized as an Outstanding Professor – Honored for two consecutive years for excellence in teaching and student mentorship.
• ✅ High-Speed Networks & Cloud Computing – Taught modern protocols, cloud architectures, and implementation strategies, preparing students for scalable and efficient IT solutions.
• ✅ Databases & Front-End Development – Covered SQL, database design, and optimization, along with HTML, CSS, JavaScript, and frameworks to build interactive applications.
• ✅ Efficient & Engaging Learning – Focused on critical thinking, problem-solving, and hands-on projects, ensuring students applied their knowledge effectively.
• I remain committed to empowering the next generation of IT professionals, equipping them with the skills to thrive in a rapidly evolving industry.

Nov 2014 – Jul 2016 · 1 yr 8 mos · Fortaleza e Região, Brasil

• I led the operational team, field service operations, and intervention planning for clients, ensuring high efficiency and service reliability. My role involved team management, process organization, metric implementation, and strategic decision-making, including the transition from an in-house team to third-party services, significantly increasing efficiency.
• Key Achievements & Responsibilities:
• ✅ Gamification Implementation & Service Optimization – Introduced gamification in field service operations, reducing initial response time to 30 minutes and resolution time to 6 hours, a major improvement for vehicle tracking services.
• ✅ Strategic Workforce Transition – Successfully migrated from an in-house team to a third-party service model, achieving higher efficiency and cost-effectiveness.
• ✅ Technology Upgrade & Cost Reduction – Deployed new, more affordable, and robust tracking equipment, significantly reducing technical issues and increasing reliability.
• ✅ Process Standardization & Metrics Implementation – Developed structured workflows and performance indicators, improving service predictability and operational control.
• By aligning technology, process innovation, and workforce optimization, I enhanced service delivery, reduced downtime, and drove efficiency gains across field service operations.

Aug 2014 – Dec 2022 · 8 yrs 4 mos · Fortaleza Area, Brazil · On-site

• I teach Database Management, Web Programming, Information Security, Computer Networks, and Introduction to Computer Science, equipping students with practical and theoretical knowledge to navigate the digital world.
• Key Achievements & Impact:
• ✅ Trained Over 4,200 Students – I have taught and mentored over 4,200 undergraduate and postgraduate students, preparing them for technical and security challenges in IT.
• ✅ Recognized as an Outstanding Professor – I received the Outstanding Professor Award for three consecutive years, recognizing my commitment to education and student success.
• ✅ Bridging Theory & Practice – I integrate hands-on learning with solid theoretical foundations, ensuring students apply their knowledge in real-world scenarios.
• ✅ Fostering Critical Thinking & Innovation – I create interactive and discussion-driven environments, encouraging problem-solving, creativity, and technological innovation.
• I remain committed to shaping the next generation of IT professionals, empowering them with technical expertise, problem-solving skills, and a passion for technology.

Sep 2012 – Oct 2014 · 2 yrs 1 mo · Fortaleza e Região, Brasil

• I led the operations and support of an IT platform for asset management and environmental monitoring of network infrastructure. My role involved client collaboration to tailor solutions to specific needs, cost planning and control for projects in telecom operators and public agencies, and developing secure access standards for critical assets, even in offline environments.
• Key Achievements & Responsibilities:
• ✅ Secure & Centralized Asset Access – Designed and implemented secure, centralized access protocols for network assets, ensuring controlled authentication even when devices were disconnected from data networks.
• ✅ Advanced Data Encryption – Led the deployment of encryption protocols for data and connections exceeding banking security standards, enhancing network integrity and cybersecurity.
• ✅ Telecom Industry Project Deployment – Managed the implementation of asset management and monitoring solutions for major telecom providers in Brazil, optimizing infrastructure reliability.
• ✅ 46% Reduction in Remote Site Visits for a Leading Telecom Provider – Implemented HyperMatrix’s remote connection technology, reducing the need for on-site interventions at remote towers by 46%, leading to cost savings of nearly R$ 70 million.
• By aligning technology, security, and cost-efficiency, I optimized operations, reduced expenses, and enhanced remote asset management for telecom providers and public organizations.

Jun 2007 – Apr 2011 · 3 yrs 10 mos

• As Operational Manager at Probank, I led operations across Ceará, Piauí, and Maranhão, managing a team of over 70 full-time technicians and 680+ temporary staff, delivering IT and infrastructure support for banks and public institutions. My role involved SLA management, client relations, and continuous service optimization, ensuring high efficiency and compliance with contractual commitments.
• Key Achievements & Responsibilities:
• ✅ Election Infrastructure Management – Led the technical coordination for electoral support in Ceará, Piauí, and Maranhão during the 2008 and 2010 elections, supporting over 14 million voters. I managed technicians deployed across multiple locations, ensuring the seamless operation of voting equipment and systems.
• ✅ VSAT & Network Connectivity Expertise – Designed and implemented network infrastructure projects, including VOIP networks and diverse connectivity solutions such as VSAT, ADSL, and X.25, ensuring reliable and secure communications for mission-critical operations.
• ✅ Support Center for Correios – Developed and deployed a dedicated Support Center for Correios, optimizing IT service management and incident resolution across the regional branches.
• ✅ SLA Optimization & Service Reliability – Successfully reduced response times and improved service levels for Caixa Econômica Federal’s service points. By optimizing field operations, I achieved a 4-hour SLA for issue resolution, maintaining 98% SLA compliance across Ceará and Piauí, significantly enhancing service continuity and customer satisfaction.
• My leadership in large-scale technical operations, combined with deep expertise in network infrastructure, SLA management, and public sector IT support, has contributed to the successful execution of high-impact projects in banking, government, and electoral technology.

Jun 2007 – Apr 2011 · 3 yrs 10 mos · Fortaleza e Região, Brasil

• I managed IP-based technology infrastructure using Cisco, Huawei, and SA tools, ensuring high availability and network performance. I also oversaw Windows servers and VMware-based virtual machines, optimizing system reliability and scalability.
• Key Achievements & Responsibilities:
• ✅ Network Infrastructure & Backbone Integration – Led the installation of IP networks connected to Backbones and POPs across Brazil, utilizing satellite and radio technologies for long-range connectivity.
• ✅ Latency & Cost Reduction for the Public Prosecutor's Office – Implemented a POP (Point of Presence) for VoIP traffic, reducing call latency and operational costs by 35%.
• ✅ VSAT Optimization & Incident Reduction – Reduced VSAT incidents by 16% through antenna realignment and improved support processes, enhancing network stability and service reliability.
• ✅ Branch Coordination & Administrative Support – Supervised operations across three states in Northeast Brazil, providing administrative and personnel support, leveraging RM Sistemas and SAP for efficient management.
• ✅ Virtualization & Systems Management – Managed Windows servers and VMware virtual machines, ensuring system stability, security, and performance optimization.
• ✅ Project Leadership in Telecommunications – Directed projects focused on expanding and maintaining national IP network infrastructure, integrating cutting-edge solutions to enhance connectivity and service delivery.
• By aligning technology, operations, and strategic initiatives, I optimized performance, reduced costs, and enhanced service quality at Vía Telecom.

Sep 2005 – Feb 2007 · 1 yr 5 mos

• I led the implementation of IT systems and infrastructure for the administrative operations of two thermoelectric plants in the state of Amazonas, ensuring compliance with high-performance command center standards.
• Key Achievements & Responsibilities:
• ✅ End-to-End IT Infrastructure Deployment – Designed and implemented all administrative IT systems for thermoelectric operations, ensuring high availability, security, and compliance.
• ✅ Cost Reduction & Project Optimization – Oversaw project execution, achieving a 40% reduction in final costs through strategic planning and resource optimization.
• ✅ Enterprise Systems & Automation – Deployed and managed TOTVS ERP, Cisco firewalls, and Digitro telephony systems, ensuring full technological integration and operational efficiency.
• ✅ Automation & Reporting for Petrobras & BR Distribuidora – Developed automated reporting systems for Petrobras and BR Distribuidora, streamlining data submission and compliance.
• ✅ Advanced IT Governance & Security Compliance – Implemented ISO 27000 standards, ensuring robust security frameworks aligned with high-performance command center requirements.
• ✅ Experience in Ellipse E3 & ADVPL Programming – Developed and optimized IT systems using Ellipse E3 for asset management and ADVPL programming for custom ERP enhancements.
• ✅ Automated Procurement & Payment Controls – Introduced automated workflows for purchase approvals and payment processing, enhancing efficiency and compliance.
• With extensive experience in thermoelectric IT operations and high-performance command centers, I designed, implemented, and optimized critical systems that enhanced efficiency, security, and compliance in complex industrial environments.

Jan 2004 – Present · 22 yrs 4 mos · fortaleza, brazil

• At Digbi, I lead the technical support center aligned with the best practices of SDI and HDI, and frameworks ITIL and COBIT, achieving cost reduction and elevating service quality. I implemented effective monitoring systems and rigorous control of assets and calls. I developed the communication infrastructure with the implementation of POP concentrators and worked with various firewalls. I led projects of system virtualization and transition to cloud computing, establishing interconnected and redundant Data Centers.
• Additionally, I manage a Kubernetes team, optimizing container orchestration. I am also responsible for the management and optimization of Oracle databases, ensuring data integrity and performance. I act as an SRE leader for AWS and Azure environments, implementing robust operations and ensuring the availability and performance of cloud services. My collaborative approach and innovative vision contribute to the continuous pursuit of operational excellence at Digbi, aligning technology and processes with the company's strategic goals.
• Implementation of efficient systems control (monitoring) and effective control of assets and
• calls. Implementation of concentrators POP for communication, such as use of different
• firewalls on the market. Projects of: System Virtualization and Cloud Computing with Data
• Centers connected to one another and redudants.

Jan 1998 – Jun 2004 · 6 yrs 5 mos · Chapecó e Região, Brasil

• I provided technical support, system testing, and on-site and remote customer assistance, ensuring seamless system integration and high-quality service delivery. My expertise extended to third-party system integration, database migration, and data analysis, playing a key role in optimizing deployment processes.
• Key Achievements & Responsibilities:
• ✅ Expert in System Integration – Specialized in integrating software solutions with telephony systems, POS terminals, and management platforms, ensuring smooth interoperability and enhanced functionality.
• ✅ Database Migration & Deployment Optimization – Led data migration strategies, reducing software implementation time from 3 months to just a few days, depending on hotel size.
• ✅ Hospitality Software Specialist – Managed large-scale software deployments for major hotel chains, ensuring efficient system adoption and minimal downtime.
• ✅ Quality Reporting for Product Development – Implemented data-driven reporting to enhance software development, directly contributing to Desbravador winning the Best Hospitality Software award 9 years in a row.
• By optimizing software deployment, improving system integrations, and enhancing data management, I accelerated implementations, improved service quality, and supported continuous product innovation.