Pedro Sol Hausen
@pedrosolhausen
IT Support Engineer supporting cybersecurity clients with vulnerability remediation across thousands of endpoints.
BrazilWhat I'm looking for
I currently support clients of a cybersecurity company, deploying agents and managing vulnerability remediation automations across thousands of endpoints. I also troubleshoot integrations, reproduce software issues, and document findings for engineering teams.
Earlier, I delivered Tier 1–3 support at Algar Tech and Atos, including recovery of Active Directory, DNS, and DHCP services after a ransomware attack. After more than four years in service delivery leadership, I’m deliberately returning to hands-on technical support, bringing experience with incident response, Windows infrastructure, and ITIL processes.
Experience
Work history, roles, and key accomplishments
IT Support Consultant
Cybersecurity Company
Jul 2026 - Present (4 months)
Deploy lightweight agents across mixed IT environments and lead client technical onboarding and troubleshooting. Manage vulnerability remediation automations and create playbooks and operational documentation.
Senior Service Delivery Manager
Semantix
May 2026 - Jul 2026 (2 months)
Senior technical authority for high-priority escalations, bridging infrastructure engineering and business scalability. Account manager for multiple global projects and client contracts, owning P&L and meeting SLAs.
Governed global enterprise IT digital workplace operations, technically steering engineering squads of 80+ international IT professionals. Achieved a 40% reduction in operational and resource overhead costs and drove 8% growth in monthly recurring infrastructure service value.
Commanded real-time, cross-functional engineering task forces to resolve High Severity (P1 and P2) critical infrastructure incidents. Configured and managed physical and virtual Windows Server architectures and enforced SLA/OLA metrics.
Delivered advanced remote and on-site troubleshooting, system maintenance and architectural support. Provided 'white glove' on-site technical support for a global utility company, interfacing with C-Level executives.
Tier 1 Support Technician
Algar Tech
Oct 2011 - Nov 2016 (5 years 1 month)
Tier 1 ServiceDesk point of contact for end-user incidents and requests via phone, chat and ticketing portal. Focused on fast resolution, customer service, triage and escalations.
Tier 1 IT Support & Network Technician
Freelance
Built foundational experience in hardware deployment, network cabling, OS installations and Tier 1 support.
Education
Degrees, certifications, and relevant coursework
FATENE
Postgraduate Specialization (Lato Sensu), Information Security, IT and Computer Networks
2017 - 2018
Postgraduate Specialization (Lato Sensu) in Information Security, IT and Computer Networks.
Faculdade Evolução / FATENE
Bachelor of Technology (B.Tech.), Computer Networks
2012 - 2016
Bachelor of Technology (B.Tech.) in Computer Networks.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Job categories
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