Tulio Bernardo
@tuliobernardo
L3 System Engineer delivering SLA-first IT support and secure cloud infrastructure.
MaltaWhat I'm looking for
I am a highly communicative and results-driven IT Support Technician with over 10 years of experience delivering top-tier technical assistance to internal teams and external clients. My expertise spans L2 & L3 support, where I’ve consistently met 95%+ SLA standards for ticket resolution, acknowledgement, prioritisation, and ownership—minimising disruptions while maintaining high user satisfaction.
My technical proficiency covers on-prem systems (Windows Server, macOS, networking with FortiGate/UniFi, printers, and A/V hardware) and cloud and enterprise solutions (Microsoft 365, AWS, GCP, Kubernetes, Datadog). Beyond troubleshooting, I proactively safeguard business continuity by preventing data loss, mitigating security risks, and optimising IT workflows; in roles including System Engineer and Technical Support Analyst, I’ve owned escalations end-to-end and driven improvements such as reducing escalations by 13%, cutting registration/execution times by 95%, and delivering a 98% increase in information retrieval and update speed through automation.
Experience
Work history, roles, and key accomplishments
System Engineer
Phoenix CS Limited
Dec 2025 - Present (6 months)
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.
Technical Support Analyst
Phoenix CS Limited
Oct 2023 - Dec 2025 (2 years 2 months)
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.
IT Support Technician
Federal Institute Of Sao Paulo
Apr 2019 - Apr 2023 (3 years 11 months)
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.
Education
Degrees, certifications, and relevant coursework
Universidade Federal de São Carlos
Bachelor in Electrical Engineering, Electrical Engineering (Electronics and Automation)
2015 -
Studying for a Bachelor in Electrical Engineering with a focus on electronics and automation at Universidade Federal de São Carlos (since 2015).
Universidade Virtual do Estado de São Paulo (UNIVESP)
Bachelor in Education, Education
2019 - 2023
Earned a Bachelor in Education from UNIVESP from 2019 to 2023.
ETEC Dr. Adail Nunes da Silva
IT Technician Diploma, IT Technician
2011 - 2012
Completed an IT Technician Diploma at ETEC Dr. Adail Nunes da Silva (EQF 5) from 2011 to 2012.
Availability
Location
MaltaAuthorized to work in
Website
univesp.brJob categories
Skills
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