Open to opportunities

Tulio Francisco da Silva Bernardo

@tuliofranciscodasilv

Message

I build secure, automated multi-region AWS infrastructure for mission-critical operations.

Malta

Message

What I'm looking for

I’m open to remote or hybrid System Engineer, Cloud Infrastructure, and Cloud Administrator roles where I can build secure, automated, highly available cloud environments and improve reliability, cost efficiency, and operational processes.

At Phoenix GSB Group, I lead the move from on-premises systems to multi-region AWS, defining migration roadmaps, disaster recovery strategy, and reliable operating models for a remote-first organisation.

I’ve reduced monthly AWS spend by approximately 15% through FinOps right-sizing and cut ticket registration and execution times by approximately 95% through infrastructure-as-code automation. My work spans Terraform, CI/CD, AWS, identity, networking, and zero-trust access.

I rolled out company-wide ZTNA, manage Fortinet routing and switching, and support hybrid AD, Microsoft Entra, Okta, Exchange/M365, Windows Server, and Linux environments. I’m also migrating authentication from NTLM to Kerberos and handling security remediations with InfoSec and SecOps teams.

I started in help desk and still value clear support and documentation. I’ve resolved 99.8% of L2 issues without escalation, trained approximately 396 people, and explain complex systems clearly to technical and non-technical audiences.

Experience

Work history, roles, and key accomplishments

Current

System Engineer

Current

Phoenix GSB Group

Dec 2025 - Present (8 months)

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

Technical Support Analyst

Phoenix GSB Group

Oct 2023 - Dec 2025 (2 years 2 months)

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

Information Technology Administrator

Deriv

May 2023 - Sep 2023 (4 months)

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

IT Support Technician

Instituto Federal de Educação, Ciência e Tecnologia de São Paulo - IFS

Feb 2018 - May 2023 (5 years 3 months)

• 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

IT Support Technician

Instituto Federal de Educação, Ciência e Tecnologia de São P

Feb 2018 - May 2023 (5 years 3 months)

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

ITIL Windows Server Active Directory Office 365 Troubleshooting Technical Support Hardware Networking Customer Support Service Desk Incident Management

Information Technology Help Desk Technician

Prefeitura Municipal de Guariba

Aug 2014 - Sep 2015 (1 year 1 month)

• 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.