Gustavo Emmanuel Martins Aguiar

I’m an IT Support Analyst focused on delivering fast, reliable technical support across Tiers 1 and 2 while protecting business continuity and meeting SLA targets. I manage incidents end-to-end through tickets, chat, and phone, keeping service reliable for day-to-day operations.

My work centers on infrastructure and identity: I administer Windows Server environments and user lifecycle operations through Active Directory and Azure AD (Entra ID). I also build and maintain Group Policy Objects (GPOs) to enforce corporate security policies, standardize environments, and automate routine configurations.

I strengthen the Microsoft 365 ecosystem (Teams, Outlook, OneDrive, Excel) and troubleshoot core network issues including VPN, Wi‑Fi, DHCP/DNS, and connectivity problems. I handle hardware faults, OS issues (Windows/macOS), and preventive/corrective maintenance to minimize user downtime.

I add an automation and development layer to support operations using Python, JavaScript, PostgreSQL, and Git/GitHub for version control. I document technical articles and step-by-step guides for the knowledge base, improving self-service and reducing recurring ticket volumes.