Open to opportunities

Joana Paula User

@joanapaulauser

I build reliable infrastructure and IT service operations across global teams, VMware, Microsoft 365, and endpoint management.

Brazil

Message

What I'm looking for

I'm looking to build secure, resilient infrastructure and improve IT service operations in an international environment, where I can lead technical work, support teams, and drive continuous improvement.

At Infios, I build and maintain virtualized infrastructure while supporting reliable, secure operations across global teams. I administer VMware environments, server patching, performance optimization, security hardening, backups, monitoring, and infrastructure incidents.

I've also led IT service delivery across the Americas, managing distributed teams in the United States and Brazil. I’ve recruited, coached, and supported team members while improving workflows, knowledge bases, reporting, escalation practices, and service quality.

I’ve contributed to Microsoft 365, telephony, endpoint management, CMDB, and ITSM migrations, including SCCM to Intune, OTRS to HaloITSM, and HaloITSM to Jira. I bring Portuguese-English coordination to technical discussions, troubleshooting, and user support across international teams.

Experience

Work history, roles, and key accomplishments

Current

Infrastructure Engineer

Current

Infios

Oct 2025 - Present (11 months)

Built and maintained virtualized environments using VMware, with focus on patching, performance, and security. Supported automation with PowerShell and Bash, and managed backup and monitoring strategies.

VMWare Azure AWS PowerShell BASH Server Administration Patch Management Backup Monitoring Logging ITIL ITSM Jira HaloITSM Tanium NinjaOne Bilingual Support

IT Service Desk Team Lead (Americas)

Infios

Sep 2023 - Nov 2025 (2 years 2 months)

Managed a geographically distributed IT team across the US and Brazil, overseeing incident resolution, performance development, and process improvement. Led migrations including SCCM to Intune and OTRS to HaloITSM.

ITIL ITSM Incident Management Team Leadership Recruitment Performance Management Career Development Knowledge Base Process Improvement Metrics Reporting Vendor Management Procurement SCCM Intune HaloITSM OTRS Snipe IT Bilingual Support

Desktop Support Specialist/IT Analyst

Infios

Dec 2020 - Sep 2023 (2 years 9 months)

Provided end-user support for Windows environments, Microsoft 365, Intune, and networking. Managed hardware lifecycle and participated in key migrations including telephony, file, and email systems.