Open to opportunities

Guilherme Gonçalves

@guilhermegonalves1

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Remote technical support engineer specializing in Linux, observability, and security.

Brazil

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What I'm looking for

I’m looking for a fully remote role where I can own high-severity incident resolution, use advanced Splunk observability with deep Linux troubleshooting, and strengthen security-driven reliability in high-availability environments with clear escalation support.

I’m a remote Technical Support Engineer with 6+ years resolving critical, high-severity incidents in high-availability environments. I serve as a current top technical escalation point for IoT/telecom operations, staying calm, precise, and articulate under pressure with demanding, high-profile customers.

Day to day, I combine advanced Splunk log analysis with deep Linux troubleshooting and security tooling—handling CrowdStrike Falcon, WAFs, firewalls, VPN/proxy, and PKI/SSL-TLS. I own end-to-end resolution and escalation for connectivity and integration failures, coordinate clear incident communication across international teams, and support Linux, networking, and hybrid cloud environments (AWS, GCP, VMware) with strong observability and ticket-driven workflows.

Experience

Work history, roles, and key accomplishments

Current

Senior Systems Support Analyst

Current

Telefónica

Oct 2024 - Present (1 year 9 months)

Top technical escalation point for critical Vivo/Telefónica IoT (M2M) incidents, resolving high-severity connectivity issues. Performs advanced Splunk log analysis and cross-database log correlation (Oracle/MongoDB) and coordinates international escalations in English and Spanish.

Incident Escalation Root Cause Analysis Splunk Oracle MongoDB SFTP Ticketing WAF Firewalls PKI TCP IP

Datacenter/Middleware Analyst

Valid

Jan 2024 - Oct 2024 (9 months)

Administered Linux and monitored hybrid infrastructure, including AWS/GCP/VMware, using observability and security tooling. Supported WAF/firewalls/LDAP/PKI and helped prepare a Tier IV datacenter through a government public audit with overnight readiness shifts and an auditor accompaniment.

Linux Administration AWS GCP VMWare Zabbix Nagios WAF HAProxy Firewalls LDAP PKI Datacenter Readiness

N2 Support Analyst

Digital Certification

May 2022 - Jan 2024 (1 year 8 months)

Provided mission-critical digital-certificate support (PKI/SSL-TLS) for VIP clients under aggressive SLAs. Resolved cases via OTRS and Jira and coordinated cross-team fixes to close critical incidents.

PKI SSL TLS Digital Certificate Support SLA Jira

IT Infrastructure Analyst

OITI

Oct 2021 - May 2022 (7 months)

Supported on-premises infrastructure, including endpoint configuration and network/access troubleshooting, along with asset management.

Network Troubleshooting Access Troubleshooting Asset Management On Premise

Support Technician

CNH Industrial

Dec 2020 - Oct 2021 (10 months)

Led a solo hardware refresh across a factory site during the pandemic by provisioning Windows workstations from scratch without disrupting operations. Provided VIP/executive desktop support and performed hardware/software troubleshooting.

Hardware Refreshes Endpoint Support hardware troubleshooting

Support Intern

AGX Software

Jun 2020 - Dec 2020 (6 months)

Owned configuration of a new Mikrotik router and completed self-funded learning to deliver required firewall/NAT functionality. Applied firewall configuration to meet operational needs.

Mikrotik NAT Network Troubleshooting