Diogo Santos

I’m a bilingual operations and IT support professional with nearly a decade of experience working in a mission-critical Microsoft Data Center environment in Brazil. My professional background is primarily in physical security and operations, but the role involved extensive exposure to enterprise incident management, ticketing workflows, operational systems, troubleshooting, documentation and escalation processes.

I worked extensively with Microsoft’s ICM ticketing system, creating and tracking incidents, documenting relevant information, supporting investigations and coordinating escalations when specialized assistance was required. I also worked with the Lenel access-control and monitoring platform and collaborated in English with U.S.-based and international teams.

Alongside my professional experience, I’ve developed my technical skills through self-directed learning and hands-on projects. I work with Linux, command-line tools, SSH, web applications, APIs, automation and AI/LLM tools, using AI as a practical aid for learning, investigation and troubleshooting.

I’m currently pursuing a Bachelor’s Degree in Computer Science and looking to transition my operational and problem-solving experience into international IT Support, Technical Support, Product Support or Operations Support roles. I’m particularly interested in environments where I can solve problems, support users, learn unfamiliar systems and gradually deepen my technical expertise.