Fabiano da Mota Sousa Lima

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Senior Network Design - CDH Latam - (Feb 2016 - Current) Network and Delivery Engineer - All NOC Hubs in the world (Aug 2013 - Feb 2016) ? Troubleshooting Complex issues and Change Management for all customers managed by all our four centers around the world as follow the sun workflow; ? Delivering/Implementing new services and sites; Data Incident and Complex Change Management for NOC Hub LatAm (July 2008 - Aug 2013) ? Providing 3rd level technical expertise support for all customers around the globe managed by NOC Hub LatAm; ? Responsible for the Technical Design and Implementation of DRP (Disaster Recovery Process) for one of our main customer; Problem and Capacity Management (April 2008 - July 2008) ? Performing quality checks on customers network devices to ensure environment health and configuration standards; ? Recommendation of network investment (upgrade/downgrade/refresh); Customer Support 2nd level (Jan 2008 - April 2008) ? Training, coaching and guidance (technical and procedural) for NOC members, SRMs, Account and Change Managers; ? Technical lead during troubleshooting calls; Knowledge transfer; ? Leading the Operational Readiness Tests (ORTs). Elaboration of reports as RCA´s (Root Cause Analysis); NOC Supervisor (July 2007 - Jan 2008) ? Handing incident escalations, focal point and team management; ? Involving all needed person/group from all levels of technical and non-technical for the tickets resolution; ? Creating and updating several WIS (work instructions) for internal use; Trilingual (English/Spanish/Portuguese) Support Analyst (June 2006 - July 2007) ? Network management using HPOV, Smarts/NetCool WebTop, Nagios, Concord e-Health, ConfigStore and Cisco Works for LAN/WAN/WLAN and Voice. Proactive monitoring and reactive calls; ? Queue Incident management using Expedio Remedy, Clarify (CTMS) and Siebel systems; ? Providing service support according to Service Level Agreements (SLAs);

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Remote Support to HP XP Storage Server

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? Installation and Support Novell, Win 2000, XP, MS-DOS, Wireless Networks, Pocket PC; ? Implementation / Training / Support to the company´s main softwares, Pocket Cheff and Disco-T;

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I started as a Trainee, assisting all the institutional community in IT matters, year later was promoted to Support Analyst, being responsible for the IT area of the Social Communication course, great opportunity to learn a new computer architecture as most of the devices were Apple. I´ve planned and executed a project for our park (over 60 computers) refreshment from Performa to iMacs.Have also developed and implemented several macros for automation of documentation/services(using VBA);