Open to opportunities

Ramon Mantelli

@ramonmantelli

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Senior Technical Support Engineer | IT Infrastructure Specialist | 16+ Years Experience

Brazil

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What I'm looking for

I seek a customer-focused technical leadership role where I can drive support efficiency, lead UAT and onboarding, mentor teams, and translate customer feedback into engineering outcomes.

I am a seasoned IT professional with over 16 years of experience across technical infrastructure, customer support, UX/UI and QA testing, and founding my own IT service business. I combine hands-on troubleshooting of complex systems and API integrations with a founder's mindset—thriving in unstructured environments, prioritizing client needs, and maintaining high accountability.

Currently serving as a Senior Support Analyst, I manage high-availability operations and lead user acceptance testing to ensure smooth customer onboarding. I excel at translating customer feedback into actionable engineering requirements, driving metrics-based performance improvements, and training customers using clear documentation and cross-cultural communication skills.

Ready to contribute to global teams from a dedicated remote setup in the UTC-3 timezone (Brazil).

Experience

Work history, roles, and key accomplishments

Current

Mid-level Support Analyst

Current

Expresso São Miguel

May 2023 - Dec 2025 (2 years 7 months)

Manage complex technical operations with a focus on high availability and incident resolution, ensuring continuous service and operational stability.

Incident Management Systems Administration Troubleshooting High Availability Monitoring Customer Support Documentation UAT

Technical Support Specialist

Unochapeco

Apr 2023 - Apr 2024 (1 year)

I provided comprehensive technical support within a large-scale academic environment, troubleshooting complex hardware and software issues to maintain high system availability and efficient solutions in a fast-paced setting.

Technical Support Troubleshooting Hardware Repair Software Diagnostics System Availability User Support Incident Response Ticketing Systems

IT Support Specialist

Tecsystem

Sep 2021 - Jun 2023 (1 year 9 months)

Managed corporate IT support and infrastructure maintenance, resolving technical tickets and troubleshooting systems to ensure stable network operations and high service standards for business clients.

Technical Support Network Troubleshooting Ticketing Systems Systems Maintenance Infrastructure Monitoring Customer Service Incident Resolution Incident resolution

Founder / IT Consultant

Ramon Informática

Feb 2012 - Nov 2019 (7 years 9 months)

Founded and ran an IT service business for nearly six years, delivering client-focused technical solutions, managing operations, and prioritising service delivery and accountability.

Business Operations Client Relations IT Support UX UI QA Testing Troubleshooting Service Delivery Project Management

Web Designer

Eagle Track

Feb 2018 - Feb 2019 (1 year)

Translated client requirements into functional, aesthetic web interfaces and delivered user-centric UI/UX designs that improved usability and visual consistency across projects.

UI UX Design Web Design Figma Adobe XD HTML CSS Responsive Design User Research

IT Support Specialist

Local Businesses

Managed corporate network infrastructure and Windows Server environments while providing advanced hardware and software troubleshooting to ensure network stability and reliable backups.

hardware troubleshooting Network Administration Windows Server Software Troubleshooting Backup Solutions Active Directory VPNs Monitoring VPN

Education

Degrees, certifications, and relevant coursework

Unochapecó

Associate Degree, Systems Analysis and Development (ADS)

2023 -

Grade: 3,8

I am currently pursuing my degree in Systems Analysis and Development to formalize and bridge my 16+ years of technical experience with modern software engineering practices. My studies focus on systems architecture, agile methodologies, and full-stack development, allowing me to apply academic rigor to the complex infrastructure and support challenges I solve daily.

English Language School

Certificate, Linguistic and cultural immersion

2016 - 2016

Grade: 1

Activities and societies:

Participated in an intensive linguistic and cultural immersion program in Toronto that refined professional English communication skills and provided international exposure for collaborating with global remote teams.