Joao Paulo Souza Barbosa
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IT Operations Specialist | Infrastructure & ITSM
Paraná, Brazil
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Internships
Open to unpaid internships
Résumé
Jobs
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Mid-Level IT Analyst (Outsourced to VOLVO Group)SIS Innov TechJul 2025 - Current (1 year 4 months)As a Mid-Level IT Analyst outsourced to the VOLVO Group, I provided L1/L2 support for mission-critical infrastructure, ensuring seamless operations within the organization. My key achievements include reducing Zebra scanner downtime by 20% through effective Mobile Device Management (MDM), optimizing toner management to reduce stockout risks by 90%, and developing an SNMP monitoring tool for real-time printer maintenance. Additionally, I recognized the importance of customer support, as the users I assisted were indeed customers, and I strived to enhance their experience by delivering high-quality technical support and troubleshooting services. My focus on process improvement and operational efficiency allowed me to implement solutions that- DMid-Level IT AnalystDexian Brasil (Disys Brasil)Mar 2023 - Jul 2025 (2 years 5 months)As a Mid-Level IT Analyst, I took ownership of IT vendor and service contract management, overseeing telephony, internet links, hardware outsourcing, and third-party services. I effectively managed IT operational costs, invoices, and monthly cost allocation across departments, ensuring financial accuracy and accountability. Acting as the focal point for various IT projects, including CCTV, UPS infrastructure, and printing services, I coordinated efforts to enhance service delivery. I produced performance and SLA reports for junior analysts, which supported operational governance and drove service quality improvements. Additionally, I led continuous improvement initiatives across infrastructure, documentation, and supplier performance, achie
- DIT AnalystDexian Brasil (Disys Brasil)Aug 2021 - Mar 2023 (1 year 8 months)As an IT Analyst, I provided L1/L2 end-user and infrastructure support in a corporate environment, serving as a key operational support point. I designed, documented, and maintained a comprehensive L1 troubleshooting knowledge base, which significantly improved first-call resolution rates. I led the implementation and rollout of GLPI ITSM, delivering a fully functional ticketing system for the entire company, and expanded ITSM coverage beyond IT to include HR, Finance, and Facilities, standardizing service request workflows. Additionally, I implemented ITIL-aligned incident, request, and escalation processes, which reduced operational friction across departments. My key achievements include reducing ticket volume by 40% through automation a
- AAdditional Professional Experience (2005 – 2021) public Remote experienceJan 2005 - Jan 2021 (16 years 1 month)•
Autopark Estacionamentos (2020–2021): IT Analyst. Increased customer satisfaction to 99% via protocol standardization and reduced telephony expenses by 60%.
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IlhaService (2019–2020): ICT Technician. Managed M365 assets and implemented ticket control via Pipefy.
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Ivai Cobranças (2016–2018): Support Analyst. Reduced critical incidents by 95% and optimized disaster recovery post-ransomware using Hyper-V and pfSense.
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Various Companies (2005–2016): Support Analyst. Provided infrastructure support for Petrobras and Salvador City Hall, focusing on large-scale deployments and SLA optimization.
Education
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