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Marcelo Cardoso

@marcelocardoso1

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Senior Technical Support Engineer focused on SQL, troubleshooting, and RCA-driven system stability.

Brazil

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What I'm looking for

I’m looking for a Technical Support or Application Support role where I can troubleshoot production issues, perform root cause analysis using SQL, logs, and APIs, and work with SaaS and cloud systems while continuing to grow my backend and API development skills.

Senior Technical Support Engineer with 14+ years supporting mission-critical systems. I specialize in Incident Management and Root Cause Analysis (RCA), using SQL and log analysis to troubleshoot complex production issues and restore system stability.

I have experience in L2/L3 Application Support across integrated environments, working with APIs, data flows, and system integrations. I operate in ITIL/SLA-driven environments, producing clear documentation and improving resolution efficiency.

Currently expanding my skills in APIs and modern SaaS platforms to support scalable, cloud-based systems.

Experience

Work history, roles, and key accomplishments

Current

Senior WMS Support Engineer

Current

Smartjob

Jun 2025 - Present (10 months)

Provided L2/L3 technical support for mission-critical, high-volume WMS operations, investigating production incidents affecting warehouse activities. Performed SQL analysis and RCA across system layers, restoring operational stability through log/database investigation and integration troubleshooting.

WMS SQL Server Incident Management Log Analysis Systems Integrations ERP Support Windows Server ITIL SLA Support Troubleshooting

WMS Application Support Analyst

Infios

Mar 2024 - Jun 2025 (1 year 3 months)

Supported Körber WMS application and integrated systems by investigating data inconsistencies and validating system behavior using SQL. Coordinated with external vendors to resolve integration issues and managed environment configurations and migrations.

SQL Data Analysis Incident & RCA Systems Integrations RF Device Support ERP MES Troubleshooting Technical Documentation Log Analysis

Technical Support

Heroes of Support

Jan 2024 - Mar 2024 (2 months)

Provided technical support across applications and systems, handling account, transaction, and system-related issues within SLA-driven environments. Investigated user-reported errors using SQL-based analysis and system-level troubleshooting.

Troubleshooting SQL Data Investigation Incident Management Log Analysis SLA Root Cause Analysis

MES / Manufacturing Systems Support

Novo Nordisk

Oct 2022 - Nov 2023 (1 year 1 month)

Supported manufacturing execution systems (MES) in pharmaceutical production environments, investigating and resolving issues across IT/OT layers. Specialized in Werum PAS-X MES stability and implemented serialization to support regulatory compliance and traceability.

MES Regulatory Compliance SQL Data Investigation Network Troubleshooting Systems support Incident Management

IT Support Analyst

Drogaria Minas-Brasil

Jul 2022 - Oct 2022 (3 months)

Provided technical support for Emporium and Consinco TOTVS systems, including troubleshooting and database access for MySQL and Oracle. Reprocessed, imported, and replaced data as needed, managing tickets through OTRS5 and supporting VOIP-related applications.

TOTVS Systems Support MySQL Oracle Database Reprocessing Imports Data Replacement OTRS5 Ticketing VoIP Support Troubleshooting IT Support

Technical Support Analyst

Sicoob Credinor

Jul 2020 - Jan 2022 (1 year 6 months)

Handled internal user support and computer/electronic equipment maintenance, including user, password, and access management. Supported security administration through SonicWall firewall configuration and Trend Micro endpoint security.

User Support Access Management Hardware Support Sonicwall Security Administration Ticket Resolution

Infrastructure Analyst

Conectv

Feb 2017 - Jul 2020 (3 years 5 months)

Managed an external support team and configured VOIP/PABX/E1 platforms. Provided network support by configuring Padtec, Mikrotik, and Zhone equipment and monitoring traffic via Zabbix.

VoIP E1 Platforms Mikrotik Zabbix Padtec Equipment Zhone Platforms Network Support Team Management

Helpdesk Analyst

JC Serviços Médicos

Mar 2014 - Jan 2017 (2 years 10 months)

Performed helpdesk functions, including computer and network maintenance and security application management. Developed and delivered training sessions while supporting operational continuity through troubleshooting and support documentation.

Help Desk Support Security Management User Training Technical Documentation Troubleshooting Spreadsheet Development

Systems Analyst / How-To Developer

Br Token

Apr 2012 - Jul 2012 (3 months)

Created explanatory manuals for firewall access procedures to help users follow correct access workflows. Produced clear how-to documentation to reduce support overhead and improve operational consistency.

Firewall Access Procedures Documentation

Network Analyst (Intern)

JC Serviços Médicos

Feb 2008 - Jun 2010 (2 years 4 months)

Assisted with user support and computer/electrical equipment maintenance. Supported basic troubleshooting activities and helped ensure day-to-day equipment availability.

User Support Electrical Support Troubleshooting Documentation