Details
Skills
Core IT & Support
L1–L3 incident management, ServiceNow (tickets, SLA/SLO governance, dashboards, war rooms), Jira Service Desk, Zendesk, Freshdesk, endpoint administration, user lifecycle management (Azure AD / Entra ID), Microsoft 365 (Teams, Outlook, Zoom, Slack, WVD/AVD), Windows, macOS, Linux, remote troubleshooting, knowledge base documentation, onboarding support, multilingual support (EN/PT/ES).
Automation & Scripting
PowerShell, Python, Bash, UiPath (RPA), Power Automate, Selenium — with a proven track record of delivering automation workflows that stick in production long-term.
Data & Integration
SQL Server / SSMS, EDI pipeline monitoring, SAP (STMS, RPA integration), on-prem to cloud data pipelines.
Cloud (Secondary)
AWS (EC2, S3, IAM, Lambda, CloudWatch), Azure, Terraform, GitHub Actions — AWS Cloud Practitioner certified.
Soft Skills
Full professional English, stakeholder communication with U.S.-based teams, technical reporting to C-level, team training and guidance.
About
IT professional with 6+ years of experience spanning technical support, cloud
infrastructure, and process automation. Held roles from Help Desk to Tech Support
Specialist III and Cloud Infrastructure Engineer across multinational organizations
including AB-InBev, InComm Payments, and Softtek. Deep expertise in ServiceNow
SLA governance, incident management, and endpoint administration across
Microsoft 365, AWS, and Azure environments. Fluent in English, with a strong
automation background (PowerShell, UiPath, Power Automate) that eliminates
recurring incidents at the root.
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