Lucas Trevisan

• Implemented automation of tasks with Python and Docker.
• Designed and managed continuous integration pipelines with Jenkins.
• Management of level 3 service queues, incidents, service requests, change requests (low risk) and problems (root cause), in accordance with ITIL best practices;
• Led WarRooms, guiding teams for quicker workaround solutions.
• Ticket analisys, looking for opportunities to reduce volumetry and improve internal customer service quality;
• Search for opportunities to apply observability in environments, to ensure predictability and availability;
• Management of service partners, ensuring the best service for internal customers;
  

Tools and keywords: ITIL, DevOps, SRE, Python, Docker and Kubernetes, Rancher, Zabbix, Grafana, Dynatrace, Graylog, CI/CD, Jenkins.

• Monitoring of telecommunications contracts, MDM and the company's service center;
• Management of Cisco telecommunications infrastructure (UC, Voice, Video and Chat), Cisco Webex, MDM and the company's knowledge base;
• Led and managed VoIP migration project.
• Developed internal tools to monitor IT processes and assets using HTML5, CSS3, and PHP.
• Supervised network/infrastructure contracts, computers and the company's service center;
• Management of network infrastructure (switches and routers, Cisco and DATACOM), Active Directory, Exchange, assets and the company's knowledge base;
• Co-leader in the implementation project of a ServiceDesk tool;