At Instituto de Pesquisas Eldorado, I provide autonomous technical support for more than 1,000 users and manage over 2,000 corporate endpoints. I improved team SLA compliance from 75% to 98% through ticket triage, root-cause resolution, and Lean Six Sigma practices.
I manage employee onboarding and offboarding across Active Directory, Entra ID, Microsoft 365, SharePoint, email groups, Zscaler, and Defender. I also deliver executive support, guide interns, and troubleshoot Windows, Ubuntu Linux, and macOS environments.
I led a Windows 10-to-11 migration across 1,500 endpoints, automated Ubuntu provisioning, and built a Microsoft Teams chatbot for IT and Finance self-service. I also contributed to corporate print infrastructure, operational dashboards, technical documentation, and ITSM reporting.
