Jezreel Norberto Cáceres da Silva
Sorocaba,São Paulo
Visão geral
15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Experiência profissional
IT Infrastructure Supervisor
Hyster-Yale Materials Handling
Itu, São Paulo
10.2024 - 03.2026
- Led teams of IT Infrastructure Resources
- Enterprise infrastructure (Servers, Storage, Networking, Cloud)
- IT service management/ITIL (Incident Management, Problem Management, Change Management)
- Infrastructure planning and capacity management
- High availability/business continuity planning
- Data center/server administration
- Monitoring, tuning, troubleshooting
- Information security/compliance
- Infrastructure project management
- Vendor and cross-team collaboration
- Managed teams that supported enterprise infrastructure to maximize availability and uptime.
- Managed Incident/Problem Management processes.
- Managed Infrastructure upgrades/migrations/modernization efforts.
- Participated in infrastructure monitoring/automation efforts.
- Planned/Executed infrastructure patching/applications upgrades/calendar.
- Worked cross-functionally with executive leadership and internal teams.
Senior Support Engineer
Hyster-Yale Materials Handling
Itu, São Paulo
10.2022 - 12.2024
- Provided technical support and troubleshooting to customers and peers for business-critical systems and infrastructure (Tier II+ Support).
- Trouble shot incidents that required root cause analysis and debugging on servers, OSes, business applications, or network services to ensure service levels were maintained.
- Resolved customer and technical team incidents while adhering to established SLAs.
- Monitored applications and infrastructure by analyzing charts and graphs in monitoring tools to identify potential issues before customers were affected.
- Performed escalations of business-critical incidents to international infrastructure, network, and application teams.
- Applied patches, performed upgrades, and modified system configurations.
- Participated in maintaining infrastructure related activities such as maintenance windows, tuning, enhancements, and other related activities.
- Administrated user permissions on systems following IAM principles and procedures.
- Assisted with backup and recovery procedures.
- Kept technical documentation, KB articles, and tickets up-to-date.
- Participated in process improvement efforts by reporting or developing improvements around commonly occurring problems.
- Contributed to infrastructure improvement projects, assisting with system upgrades, platform migrations, and operational enhancements.
- Coordinated technical tasks during change management and infrastructure deployments, ensuring minimal service impact.
- Maintained technical documentation and knowledge base articles to support operational efficiency and knowledge transfer.
- Technologies: Windows Server, Active Directory, VMware, ITIL(ServiceNow), Incident Management, Monitoring Tools, Patch Management, Networking(Cisco), SAP and MES support.
System Administrator
Kyndryl
São Paulo, São Paulo
09.2021 - 10.2022
- Responsible for 2000+ enterprise services in production environments, maintaining 99% system availability and operational stability.
- Utilized enterprise monitoring tools to track infrastructure performance, proactively identifying issues and reducing unplanned downtime by up to 25%.
- Applied OS patches and security updates using tools such as SCCM / WSUS, and Intune / HCL BigFix, ensuring 100% compliance with corporate security policies across multiple environments.
- Managed 5000+ user accounts and access permissions, strictly following Identity and Access Management (IAM) best practices to strengthen the organization's security posture.
- Troubleshot and resolved complex infrastructure incidents involving servers, operating systems, storage, and network connectivity while consistently meeting SLA response and resolution targets.
- Supported enterprise backup and disaster recovery operations, helping ensure data protection, system resilience, and business continuity.
Integration Engineer
IBM
Hortolândia, São Paulo
06.2020 - 12.2021
- Creation and maintenance of scripts for infrastructure automation and day-to-day tasks
- Provide senior level System Administration support for Windows Operating Systems on server and workstation platforms. Windows Server Management 2008/2012/2016/2019, L2;
- Build software, tooling, integration, and process to build Windows server and workstation images;
- Implementation and management of new technologies which focus on security;
- Hardening Windows and Linux environments;
- Provide expert level support for process automation utilizing Powershell;
- Assist supporting WAN/LAN network maintenance and issue resolution activities;
- Assist supporting integration and configuration of NetScaler ADC solutions;
- Monitor and test system performance and availability; prepare and deliver system performance statistics and reports;
- Document, track and monitor technical issues to ensure timely resolution;
- Ensure system connectivity of all servers, shared software, groupware, and other applications;
- Perform add/modify/delete of user profiles and accounts;
- Management in SCCM / System Center Configuration Manager, AD / Active Directory and virtualization: VMware, Hyper-V.
IT Infrastructure Analyst
Yazaki Mercosul
Tatuí, São Paulo
11.2017 - 05.2020
- SysAdmin (Windows Server, VMWare, Linux): Microsoft Active Directory, DNS, DHCP, GPO, IIS, WSUS, and File Server. Experience in managing users, groups, and Share and NTFS permissions.
- Network: (TCP-IP/ RANGES/ SUBNET/ ROUTE) Configuration and management of switches and network assets. Protocols including: HTTP, DNS, SNMP, ICMP, LDAP, RADIUS/TACACS.
- Wi-Fi: Configuration and management of Cisco and Dell wireless (controllers and APs).
- Monitoring Zabbix: Configuration and maintenance.
Systems Analyst
TECSIS - Clean Power for the World
Sorocaba, São Paulo
01.2015 - 01.2016
- Manufacturing Systems Analyst(MES) Activity: Monitoring the production process in loco, gathering requirements, monitoring the development of the system, Tests and integration with other systems, Training of employees and Key-Users, support and monitoring after implementation
Information Technology Infrastructure Analyst
TECSIS - Clean Power for the World
Sorocaba, São Paulo
01.2013 - 01.2015
- Performance of Infrastructure Analyst and Technical Support in 2nd level services.
Support Analyst
TECSIS - Clean Power for the World
Sorocaba, São Paulo
01.2011 - 01.2013
- 1st level support to users. (HelpDesk).
Formação acadêmica
Tecnólogo - Computer Systems Analysis
Fatec Sorocaba
Sorocaba 01.2007 - 01.2010
Habilidades e competências
Cross-functional Team Leadership
Team Leadership
Project Management
IT Infrastructure Management
IT Support & Service Operations
ITIL (Incident, Problem, and Change Management)
Infrastructure Monitoring & Performance Optimization
Data Center & Enterprise Systems Administration
Cloud & Hybrid Infrastructure
Service Delivery & SLA Management
High Availability & Business Continuity
Infrastructure Projects & Service Improvements
Technical Team Leadership
Microsoft Active Directory
DNS
DHCP
GPO
IIS
WSUS
File Server
Power Shell
Network (TCP-IP/ RANGES/ SUBNET/ ROUTING etc)
HTTP
SNMP
ICMP
LDAP
RADIUS/TACACS
Wifi - Cisco and Dell wireless configuration and management
Cloud: Azure
Cloud: AWS
Certificados
- Microsoft Certified: Azure Fundamentals
- AWS Certified Cloud Practitioner
- ITIL V3
- Agile (IBM)
- Cobit 4.1
Idiomas
Inglês
Linha do tempo
IT Infrastructure Supervisor
Hyster-Yale Materials Handling
10.2024 - 03.2026
Senior Support Engineer
Hyster-Yale Materials Handling
10.2022 - 12.2024
System Administrator
Kyndryl
09.2021 - 10.2022
Integration Engineer
IBM
06.2020 - 12.2021
IT Infrastructure Analyst
Yazaki Mercosul
11.2017 - 05.2020
Systems Analyst
TECSIS - Clean Power for the World
01.2015 - 01.2016
Information Technology Infrastructure Analyst
TECSIS - Clean Power for the World
01.2013 - 01.2015
Support Analyst
TECSIS - Clean Power for the World
01.2011 - 01.2013
Tecnólogo - Computer Systems Analysis
Fatec Sorocaba
01.2007 - 01.2010