Dagoberto T.

IT Operations Specialist

Projects and Governance Manager
1/1/2023 - Present

Demonstrated extensive project management experience with deep technical expertise in both public and private sectors, focusing on driving innovation and the adoption of new technologies. Oversaw the enhancement of team skills and technical knowledge to deliver client solutions effectively. Led teams by applying business measures in alignment with the project charter, agreement, or contract, ensuring scope, cost, schedule, and contractual deliverables were managed proficiently. Utilized rigorous planning, tracking, change control, and risk management techniques. Managed all project resources, including subcontractors, and established effective communication plans with the team and clients. Provided daily monitoring of team performance and regular status updates to clients, ensuring leadership in achieving successful project outcomes.

Service Desk and NOC Coordinator
8/1/2022 - 11/1/2022

Managed teams in critical mission operations, participating in War Room sessions for the treatment and monitoring of critical incidents. Supported in the preparation of client support books and internal reporting. Oversaw Support Key Performance Indicators (KPIs) in high-performance operations, utilizing service desk management tools. Monitored environments with Zabbix and Grafana, ensuring adherence to ITIL and best practices in ICT service delivery.

Master Technical Leader in Infrastructure, Cybersecurity, Telecom and Helpdesk
5/1/2018 - 12/1/2019

Coordinated Infrastructure, Cybersecurity, Telecom, and Helpdesk teams, emphasizing service quality, courteousness with internal clients/suppliers, achievement of SLA/SLO, and personal development of analysts. Achieved significant milestones, including the expansion of the central office by doubling workstations to incorporate additional employees and the successful migration of a 24x7 call center, along with the connection of multiple contact centers. Recognized for agility, flexibility, commitment, and leadership.

Infrastructure, Cybersecurity, Telecom, and Helpdesk Coordinator
2/1/2018 - 5/1/2018

Coordinated the Infrastructure-CyberSecurity-Telecom and Helpdesk team, ensuring robust security and data protection in high availability environments and on-premises as well as Cloud datacenter infrastructures. Developed expertise in Information Security with proficiency in MDM/MAM, Intune, PaloAlto, Cisco, CASB, and Symantec Antivirus. Managed vulnerabilities effectively and utilized WSUS for system updates and patch management.

Specialist Project Manager for Cybersecurity, Infrastructure, Telecom, and ITSM
12/1/2011 - 12/1/2017

Developed expertise in Cloud infrastructure, Edge Firewalls, Routers, Switches, Storages, and Farms of virtualized Servers. Managed various infrastructure, Telecommunication, and security projects, acquiring extensive experience in handling complex technical environments. Gained hands-on experience with renowned global and regional brands, ensuring high standards of operational efficiency and security compliance in diverse settings.

Coordinator of Messaging for Latin America + Caribbean
6/1/2004 - 12/1/2011

Developed expertise in administration, security, and data protection utilizing Trend Micro tools and Data Loss Prevention (DLP) solutions. Specialized in messaging systems with Lotus Domino, ensuring secure and efficient communication. Coordinated multinational Service Desk teams operating 24/7 across Central America, the Caribbean, and Brazil, effectively serving more than 2000 users. Demonstrated strong leadership and organizational skills in managing diverse, geographically distributed support teams to maintain high service levels and user satisfaction.

Coordinator of Computing and Telecommunications
1/1/1999 - 12/1/2004

Coordinated a team responsible for managing the networks of the headquarters and multiple branches across Brazil. Leveraged the integration of the Lotus Domino/Notes environment with the Telex system to facilitate effective communication with ships transporting commodities. Oversaw the successful migration from Lotus cc-mail to Lotus Notes across all locations in Brazil. Developed expertise in network management, Lotus Domino/Notes, Telex communication systems, and large-scale email migration projects.

Founder
12/1/1998 - Present

Served various clients with diverse IT needs, including leading affiliates in industries ranging from food and beverage to automotive and technology. Developed advanced proficiency in PHP, Doctrine, and Silex. Conducted extensive work with front-end technologies such as Ext JS 4.2, NodeJS, and Vue.js. Demonstrated robust database management skills using PostgreSQL and MongoDB. Ensured collaborative code maintenance through the use of version control systems SVN and Git. Delivered tailored technical solutions, showcasing strong problem-solving abilities and an aptitude for learning and integrating new technologies to meet complex client requirements.

Support Analyst
1/1/1994 - 12/1/1999

Demonstrated substantial growth in IT Support and Infrastructure, managing an integral part of the IT environment and providing support to users and analysts. Achieved recognition with the Highlight of the Year award for exceptional agility, efficiency, commitment, and creativity.

Information Systems Management at Ibero-American University Center
1997 - 2000

Industrial Informatics at ETEC Jorge Street
1990 - 1992

Executive MBA in Business Management at Paulista University
2020 - 2021

CyberArk Certified Trustee at CyberArk PAM (Privilege Access Management) PIM (Privilege Identity Management)
4/1/2022

OneTrust Certified Privacy Professional at OneTrust
7/1/2021

Six Sigma Yellow Belt Professional (SSYBP) at 6sigmastudy - The global certification body for six sigma certifications
3/1/2021

Scrum Fundamentals Certified (SFC) at SCRUMstudy - Accreditation Body for Scrum and Agile
3/1/2021