Open to opportunities

Danilo Neto

@daniloneto

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IT Business Ops Manager improving MSP operations with Linux/Windows/macOS expertise and AI-driven automation.

Brazil

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What I'm looking for

I’m looking to lead MSP-focused IT operations and product initiatives where I can apply AI-driven automation, protect SLA/KPI compliance, and improve incident resolution. I want a security-first culture with measurable outcomes, cross-team collaboration, and room to scale documentation and runbooks.

I’m an IT operations and systems professional with 10+ years of experience across operations, technical support, and infrastructure management—especially in Managed Service Provider (MSP) environments. I focus on standardization, security, compliance, and measurable outcomes tracked via KPIs and SLAs.

In my current role as IT BUSINESS OPS MANAGER, I lead IT infrastructure and product initiatives while implementing generative AI tools like Copilot and Claude to automate ticket triage and categorization. That work reduced average first response time by 25%, and I also built real-time executive dashboards to support strategic decision-making.

I also act as IT Product Manager—owning requirements analysis, backlog prioritization, roadmap definition, and continuous tracking of adoption, engagement, and ROI. Alongside that, I coordinate IT/support teams and manage vendor contracts with an emphasis on cost optimization and service quality.

I bring deep platform expertise across macOS, Windows, and Linux, plus hands-on network and cybersecurity capability—currently pursuing a Master’s in Computer Science focused on Network Engineering and Cybersecurity. My approach blends clear stakeholder communication, strong technical leadership, and continuous process improvement, leveraging AI tools to accelerate documentation, runbooks, and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

IT Business Ops Manager

Current

OceanView Entertainment Group

Oct 2025 - Present (8 months)

Led IT infrastructure, operations, and product initiatives in MSP environments, standardizing security and compliance while tracking measurable outcomes via KPIs and SLAs. Implemented generative AI tools (Copilot, Claude) for automated ticket triage, reducing average first response time by 25%, and built executive dashboards to support strategic decision-making.

IT Operations Management MSP support Generative AI AI Ticket Triage IT Product Management MacOS Administration Cloud Platforms Vendor Management Dashboards

Infrastructure & Compliance Lead

Digiplus Interactive

Aug 2025 - Oct 2025 (2 months)

Designed and implemented office network architecture from scratch, ensuring high availability and security-by-design for enterprise systems. Accelerated onboarding by automating technical documentation and runbooks with AI tools and coordinated delivery alongside an international specialist team.

Network Architecture High Availability Information Security MacOS Support Enterprise Systems Support Cross functional Coordination

IT Functional Analyst - Site Support

Ball Packaging South America SR.

Jun 2024 - Aug 2025 (1 year 2 months)

Provided specialized IT support across macOS and Windows in MSP contexts, maintaining strict SLA compliance for mission-critical systems. Implemented AI-driven agents for task automation and report generation, and planned/supervised industrial-scale IT projects with on-time delivery.

MacOS Support Windows Support SLA Performance Tuning Technical Troubleshooting IT Project Coordination

IT Specialist - Support

Kokku Games - OceanView Group

Nov 2023 - Jun 2024 (7 months)

Managed Helpdesk operations with user-focused technical support and specialized endpoint expertise within MSP environments. Automated resolution suggestions in the team knowledge base using AI tools, improving MTTR, while mentoring junior analysts and contributing to network administration and cybersecurity initiatives.

Helpdesk operations IT Asset Management AI Resolution Suggestions MTTR Network Administration

Network Analyst (MSP)

Global Hitss - Claro SA

Sep 2021 - Nov 2023 (2 years 2 months)

Served as a network analyst supporting multiple MSP clients nationwide, handling troubleshooting, monitoring, and proactive event identification. Managed customer escalations within SLA by coordinating carrier and internal tickets, with hands-on experience in MPLS, Cisco SD-WAN, and Fortinet/Fortigate firewalls.

Network Troubleshooting Network Monitoring MPLS Cisco Solutions SD WAN Fortinet Firewalls Proactive Identification

Field Engineer

Proxxi Tecnologia (an IBM Co.)

Aug 2015 - Aug 2021 (6 years)

Delivered nationwide field engineering support for MSP clients across banking and retail environments, covering infrastructure and network maintenance. Led on-site technical teams during deployments and upgrades, including roll-outs of network devices, peripherals, and ATM machines, ensuring delivery against project schedules.

Infrastructure Maintenance Maintenance Peripheral Support Project Delivery