Tulio Bernardo

Delivered L3 technical support and resolved escalated infrastructure incidents, maintaining 95%+ SLA standards through root-cause documentation and post-incident reporting. Managed multi-region AWS infrastructure and automated workspace provisioning with Terraform, while strengthening security using patch/version controls and zero-trust network administration.

Cloud Infrastructure & Migrations
• Led the on-premises to multi-region AWS migration — defined roadmap, timeline and disaster recovery strategy.
• Led the company email migration from Google Workspace to Exchange/M365: RBAC across hybrid AD and Okta, PowerShell for UPN creation and mail distribution lists, and Python against Google GCP APIs for minimal user impact. Decommissioned the Workspace su

Owned and managed IT tickets via Jira, email, Teams, and phone, coordinating escalations using ITIL processes to improve resolution times and reduce escalations by 13%. Automated ticketing workflows with infrastructure-as-code, cutting registration and execution times by 95%, while supporting AWS and on-prem environments with monitoring and release testing.

Service Delivery (24/7 Operations)
• Delivered L1/L2 support on a 24/7 shift rotation against defined SLAs via Jira, managing event and incident tickets.
• Produced post-incident reports for high-impact incidents.
• Reduced ticket escalations by 13% through proactive engagement and new ITIL-based processes.
• Automated ticketing workflows with infrastructure-as-code, cutting registration and execu

NOC Monitoring & Incident Response
• Ran NOC monitoring across network, services, infrastructure and applications using Zabbix, Datadog and PRTG.
• Monitored security logs through CrowdStrike.
• Acted directly on incidents rather than only escalating them — from detection through to remediation.

Virtualisation
• Administered VMware vSphere through vCenter: managed VMs and snapshots, controlled ac

• Operated OTRS and GLPI (ITSM) under the ITIL V3 framework to define, prioritise and schedule support for computers, servers and network equipment.
• Solved 99.8% of Level 2 support tickets without escalating to Level 3 engineers.
• Answered approximately 46 support requests per week by email, phone or chat, prioritising through GLPI.
• Onboarded and trained approximately 396 coworkers and custom

Operated OTRS and GLPI under ITIL V3, solved 99.8% of L2 tickets without escalation, and trained approximately 396 coworkers. Administered Windows AD, Office 365, and supervised IT laboratories.

Provided Level 2 IT support using OTRS and GLPI (ITSM/ITIL V3), resolving 99.8% of tickets without escalation and handling 46 requests per week by email, phone, or chat. Maintained 100% workstation operations, administered Windows AD and Office 365, monitored campus IT labs (4 labs/120 computers), and onboarded and trained 396 users.

• Installed and maintained network cabling, VOIP, ICT hardware, audiovisual equipment and servers.
• Operated Windows Server and Linux Server, firewalls, Linux-based server management systems and virtual machines.
• Surveyed institutional ICT needs and analysed equipment acquisition.
• User support through ticketing systems, email and phone; Windows AD, Windows Image and Office 365.

Earned a Bachelor in Education from UNIVESP from 2019 to 2023.

Completed an IT Technician Diploma at ETEC Dr. Adail Nunes da Silva (EQF 5) from 2011 to 2012.