Matheus Ferreira

- Support scoped technologies including Windows 10 Enterprise, Windows Server 2008/2012, Citrix XenApp, Exchange, Active Directory, Microsoft 365 Suite and Azure. - Problem-solving Network, PC/Server hardware and OS issues. - Provide systems monitoring, systems testing and as required. - Follow the ITSM Incident, Request, Problem, Change, Asset, and Knowledge Management. - Document technical knowledge in the ITSM (ServiceNow), KB creation and maintenance.

Support to hotel solutions, such as Network (Wi-Fi, GIA, HSIA, WGS), Telecommunications (VOIP, PBX, Asterisk, Elastix), Check-in & Check-out platforms (PMS, API, Integrations), business analysis software.

Evaluate Google queries and results, in order to make user experiences better.

Support to NICE environments (NIM, NICE Engage, NTR and NICE WFM), Genesys applications (IWS, text to speak, URA, etc.). Critical analysis, bilingual support, meetings and calls with vendors, metrics and Cluster/Failover environment's support.

Skills and competencies: IPC phones support (IQMAX, IQMX), NICE systems installation, configuration, setup, customization and maintenance (NICE Integration Management, NICE Recording, etc).

Skills and competencies: Maintenance, customization of Linux servers (Fedora, CentOS and Ubuntu), creation and configuration of DNS, gateways, static routes, CUPS's configuration, basic to intermediate MySQL. Technical support to commercial automation software and taxes environment such as DANFE, PAF-ECF, SAT, maintenance of SATs, Sales Points (PDV), touch screen cashiers, network infrastructure and software testing.

Skills and competencies: Extensions administration, data links, SIP/VOIP, E1 circuits in Linux/Asterisk environments (CentOS and Fedora servers), basic to intermediate Asterisk commands (such as sip, extensions, khomp-related setup), routine backup scripts, crontab configuration and infrastructure + telecommunications + quotations projects.