Summary
Overview
Work History
Skills
Timeline
Generic

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
Lucas Santos De BarrosMajor Incident Analyst