Ubiraci Costa Junior

Supervision and coordination of the end user support area at Philip Morris Brazil customer; Project management; Processes development; Implementation planning of new technologies; Follow-up of improvement actions; New business opportunities identification; Management of third-party contracted resources; Contingencies strategies development; Coordination of the implementation and maintenance of asset management processes; Tickets management; Incident management; IT fixed assets management;

IT operation analysis, service level KPIs, satisfaction surveys, performance and productivity of technicians. Reports development and presentations for the customer. Management and monitoring of service queues to ensure compliance with the SLA Training development and application. Processes mapping, analysis and development. Operational procedures development. Technical assistance when requested. Guidance in cases of process deviations. Tickets escalation. Ticketing analysis and monitoring.

Support in IT access control area; Active Directory network management; New users creation; Access releases and revokes; Files accessibility management; Email accounts creation; Systems access level management. SAP users’ management; Creating SAP transactions roles; SAP transactions accessibility management. Network folders permissions management; Network files access errors troubleshooting; SAP transaction access errors troubleshooting; Users management for all the company’s systems.

IT Help Desk support; Incidents identification, classification and escalation; Computers support; Windows OS errors support and updates; Active Directory network administration; Internet access support; VPN support, client installation, troubleshooting; Printer setup, mapping and problem solving; Microsoft Office Tools; Office 365; Software updates; Applications installation; SAP error log analysis; Android OS support; VNC, Citrix and Windows Remote Access Tool; Operational procedures.