Gleidson Silva

• Working with POS systems, CRM software, databases, or automated check-in systems.
• Training team members on POS and CRM software.
• Keeping facilities clean, neat, and organised gives areas professional and fresh appeal.
• Mentoring junior staff members, helping them develop their leadership potential and advance in their careers.
• Executing tasks such as restocking supplies, processing payments, and assisting customers with questions or concerns.
• Contributing to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
• Providing excellent customer service to guests by promptly responding to inquiries and requests.
• Collaborating with team members to improve overall service quality and guest experience.
• Increasing customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Resolving customer complaints quickly, showing professionalism and empathy.
• Solving guest inquiries and issues promptly, ensuring their satisfaction with our services.
• Developing and maintaining strong customer relationships to increase loyalty, trust and satisfaction.
• Preparing detailed reports on guest feedback, driving continuous improvement in service quality.
• Contributing to team meetings by suggesting improvements for guest service procedures.
• Assisting in training new attendants and sharing best practices and tips for efficient service.
• Acting as a bridge between employees and management.

• Analyst responsible for providing technical support to users, responding to IT support requests, working on solving software problems, evaluating incidents, and solving complex issues signalled by users
• Acts on specialized requests, providing technical projects for clients
• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries, receiving, logging, and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and tracking changes
• 1st and 2nd line support - troubleshooting IT-related problems from in-house software to hardware, such as Mobile Devices, Laptops and PCs
• Log all calls in the Service Desk Call Logging system
• Taking ownership of user problems and following up on the status of problems on behalf of the user communicating progress promptly, maintaining a high degree of customer service for all support queries and adhering to all service management principles
• Active Directory
• Creating user accounts, resetting passwords, creating groups, etc
• Arranging for external technical support where problems cannot be resolved in-house
• Presenting a professional image in conduct, attitude, and attire
• Worked extensively within the corporate Active Directory, Group Policy, Microsoft SCCM, O365, AzureAD, MS Exchange, Intune, SharePoint environment, Teams, Power Automate, Power Shell, Meraki and Forms, performing resource provisioning and troubleshooting
• Automated software installation, software updates and security updates on Windows and Mac
• Created JAMF security policies for Mac devices and pushed software's remotely
• Prioritized and managed projects onsite visits, and service desk tickets in my day-to-day work.

• Deepened my cloud computing and DevOps knowledge in diverse contexts and acquired sophisticated technical, operational, and software management skills.
• Subjects include all aspects of Big Data and Analytics: techniques and best practices in collecting, storing, cleaning, manipulating, analysing, extracting, and visualising helpful information from large, structured, semi-structured, or unstructured data sets, in addition to learning applications of big data analytics, such as segmentation and prediction, churn prediction, recommender systems and targeted marketing, sentiment analysis, and operational analytics.

• Provided planning, installs, troubleshoots, maintenance, and technical support an operating systems
  and associated server hardware, software and databases ensuring system integrity, security, backup
  and performance to the Navy's software, including IBM Lotus Notes, McAfee ePolicy Orchestrator, and
  HP Data Protector, as well as to 65,000+ users, from admirals to soldiers.
• Serviced tickets, diagnosed and solved complex issues, escalating when appropriate.
• Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Managed HP Data Protector and McAfee antivirus on a national and international level and performed
  safety backups.
• Streamlined data backup processes, significantly reducing potential downtime during system failures.
• Enhanced system security with regular patch updates and vulnerability assessments.
• Managed Windows and Linux backup and email servers in the data centre of the Brazilian Navy's
  technology centre.
• Participated in the implementation of new security policies and procedures.
• Tested software remotely and onsite for server sets to maintain operational readiness.
• Implemented internet and intranet applications on multiple platforms.
• Collaborated in the configuration and deployment of the first electronic mail implemented on Admirals' smartphones.
• Maintained and monitored the electronic mail servers.
• Conducted regular audits of user accounts and access permissions, maintaining compliance with
  regulatory standards and organizational policies.
• Monitored the Navy's network assets by utilising software such as WhatsUp Gold, NNM, PRTG, and
  Zabbix.
• Utilised VMware vSphere Hypervisor for access, configuration and creation of virtual machines in the
  Navy's Data Centre.
• Proactively identified areas for improvement in the IT infrastructure, recommending appropriate
  technology solutions to boost productivity and performance levels.
• Developed internal training materials aimed at improving department's overall knowledge base.
• Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives
  that supported organizational goals.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Researched and recommended new technologies and strategies for improving system performance.
• Managed vendor relationships effectively to ensure timely delivery of hardware/software products
  while staying within budget constraints.
• Attended meetings to deliver status reports to key stakeholders.

Main Projects:
· Implementation of email services on smartphones, initially for Admirals and subsequently for all officers of
the Brazilian Navy;
· Implementation and configuration of new policies, updating servers to improve performance and also
routine research into new features to deliver more efficient and consistent systems according to the Navy's
needs.
· Management and updating of all email servers within the Military Organizations of the Brazilian Navy.
· Implementation of new security policies through IP ranges, restricting email access to internal networks
only.
· Introduction of new administrative processes within managed teams, with the preparation of
documentation based on current rules and policies of the Brazilian Navy.
· Implementation of new security policies with real-time monitoring and action against cybersecurity attacks
through the application of McAfee ePolicy Orchestrator (McAfee ePO);
· Updating of backup clients on all legacy servers to improve backup performance and ensure longer data
retention.
· Participation in the Rio 2016 Olympic and Paralympic Games, acting as an Officer (First Lieutenant) of the
Navy Technology and Information Centre, providing technical and administrative support to the
Copacabana Sector Defence Centre to fulfill the mission of the Brazilian Navy Task Force. This included
serving as a Contingency Force for Public Security agencies to ensure law and order, protect strategic
structures in locations of interest for the games, combat terrorism, ensure cyber security and defence,
conduct nuclear, biological, chemical, and radiological defence actions, and support Civil Defence in the
event of incidents and natural disasters.

• Performed extensive and constant monitoring of Oi Telecommunications’ call centre software as well as executed test plans in order to deliver quality to end-users, reporting directly to Accenture's IT manager
• Performed back-end testing on Siebel, SIA, STC, and Transacts software
• Participated in test planning, test automation, test monitoring, and test execution
• Communicated with Oi Telecommunications technical support when needed to escalate issues
• Proposed improvements to software developers based on user experience.

• Led statistical data using Microsoft Access for the company's top 10 best-selling products
• Analysed and manipulated data to generate meaningful insights for senior management
• Generated, imported and linked tables as well as created query types
• Created Excel spreadsheets and generated reports.

• Provided technical support by installing programs and internal systems into the company's new computers making them ready for the users
• Provided user support in regards to configurations of Windows and installation of enterprise internal software
• Performed troubleshooting of workstations, including desktops, laptops, printers, and phones
• Implemented security practices and monitored the company's network.