I'm looking for remote IT support, service desk, and help desk opportunities — both full-time engagements and freelance projects — where I can own SLA-driven ticket management, ERP support, and business continuity/security compliance.
Open to opportunities
Denise Ataide Arantes
@deniseaarantes
IT Support Specialist delivering SLA-driven ERP and secure operations.
BrazilWhat I'm looking for
Reliable IT Support Specialist who keeps systems running and clients happy. 15+ years turning complex technical problems into clear solutions — from law firms with 150+ users to enterprise environments with 13 manufacturing plants.
I'm an IT Support Specialist with 15+ years in service desk operations, ERP support, and manual QA testing. I manage the full ticket lifecycle—triage, escalation, resolution, and documentation—while monitoring SLAs and reporting KPIs to keep service reliable for 150+ users across multiple locations.
I specialize in business continuity and information security compliance, including ISO 22301:2019 (Lead Implementer) and LGPD/GDPR initiatives like data mapping, policy creation, and team training. I've also led ERP migration work from legacy systems to SAP/Datasul and coordinated support across 13 manufacturing plants, combining incident tracking, remote troubleshooting, and COBOL/Easytrieve+ Mainframe testing to protect uptime and stability.
Experience
Work history, roles, and key accomplishments
AO
IT Support Specialist
Abdalla Landulfo (Law Office)
Mar 2018 - Jun 2024 (6 years 3 months)
Provided IT support to 150+ users across multiple law firm branches, managing hardware/software/network troubleshooting and an average of 40+ tickets per week while meeting SLA targets. Implemented a 24x7 business continuity system and led LGPD initiatives including data mapping, policy creation, and staff training.
FO
IT Support Analyst
Ferreira Barbosa (Law Office)
Feb 2017 - Feb 2018 (1 year)
Delivered on-site and remote IT support for office staff and resolved user-reported issues with the legal ERP system. Tracked vendor performance to ensure third-party service level agreements were honored.
AA
ERP Operations Coordinator
Aethra Sistemas Automotivos
Sep 2006 - May 2016 (9 years 8 months)
Coordinated internal IT support across 13 manufacturing plants, assigning and managing service desk tickets and driving KPI improvements that reduced incident resolution times. Led the ERP migration support team through the transition to SAP and Datasul and participated in designing a 24x7 business continuity framework.
CG
Technical Support Analyst
CPM S.A. (Bradesco Bank Group)
Provided technical support and service management to high-profile banking clients, resolving complex issues and conducting follow-up to ensure user satisfaction. Monitored production system performance using COBOL and SQL and executed manual QA testing for COBOL routines.
Education
Degrees, certifications, and relevant coursework
Denise Ataide hasn't added their education
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Availability
Open to opportunities
Location
BrazilAuthorized to work in
Job categories
Skills
Ticket Lifecycle ManagementSLA ManagementKPI ReportingRemote Desktop SupportIncident ManagementTechnical DocumentationMicrosoft Office 365Windows OSActive DirectoryERP MigrationData Center ManagementManual QA TestingExploratory testingIssue TrackingCOBOL Routine TestingPrivacy ManagementBusiness Continuity ManagementGmailWindows Remote
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