Lucas Santos De Barros
Major Incident Analyst
Sao Paulo
Summary
Adept at critical incident handling and fostering improvement, I significantly enhanced incident management at Stefanini IT Solutions. My proactive approach reduced downtime and improved customer satisfaction. Skilled in documentation and information management, I led teams towards achieving key performance indicators, showcasing my technical and leadership abilities.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Major Incident Manager
Stefanini IT Solutions
03.2023 - Current
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Conducted post-resolution reviews with team members.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
Support Analyst MacOS
Algar Tech
08.2021 - 09.2022
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Researched and identified solutions to technical problems.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
Support Analyst
Algar Tech
05.2020 - 08.2021
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Performed support tasks for Windows devices, such as desktop and laptop
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Trained new support analysts, contributing to the overall growth and success of the team.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Installed, configured and maintained computer systems.
- Researched and identified solutions to technical problems.
Help Desk Analyst
Algar Tech
01.2020 - 05.2020
- Enhanced customer satisfaction by resolving technical issues promptly and accurately.
- Logged support tickets and closed when issues were resolved.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Resolved technical issues by troubleshooting.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
Skills
Critical incident handling
Documentation skills
Improvement recommendations
Information management
Timeline
Major Incident Manager
Stefanini IT Solutions
03.2023 - Current
Support Analyst MacOS
Algar Tech
08.2021 - 09.2022
Support Analyst
Algar Tech
05.2020 - 08.2021
Help Desk Analyst
Algar Tech
01.2020 - 05.2020
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