Ewerton Souza
Harrisburg,NC
Summary
Bilingual in Brazilian Portuguese and Spanish with extensive experience in the IT industry, with expertise in Azure Support, VMware, Network, Windows, VMware, Office 365, Active Directory, and Network. Skilled in both on-site and remote support of networks, mobile devices, and tablets. Proficient in technical writing and software packaging in an enterprise environment. Able to handle complex IT challenges with precision and accuracy. Committed to delivering high-quality customer service and support
Overview
24
24
years of professional experience
1
1
Certification
1
1
Certification
1
1
Certification
Work History
AZURE SUPPORT ENGINEER
Microsoft
07.2019 - 07.2023
- Responsible for supporting inquiries received via the ticketing system and chat support
- Provided support for the Hyper-V virtualization platform, including virtual machine management, configuration, and troubleshooting
- Built and maintained customized VM images for deployment across development and production environments
- Ensured proper maintenance and updates of VM images to maintain consistency and reliability
- Automated image deployment processes using PowerShell or Desired State Configuration (DSC) for increased efficiency
- Administered and optimized Virtual Machines for scalability, availability, and cost optimization
- Configured and maintained network settings for VMs, including virtual networks, IP addressing, VLANs, and firewall rules
- Troubleshot and resolved issues related to VM configuration, network connectivity, and performance
- Managed Windows operating systems in virtualized environments, including installation, configuration, and maintenance
- Collaborated with cross-functional teams to resolve complex technical problems and ensure seamless operations
- Collaborated successfully with clients to achieve objectives by utilizing strong communication, interpersonal, and people skills.
- Inspected systems, diagnosed problems, and develop optimal solutions.
- Performed regular maintenance and testing to service and optimize complex computer systems, applications, and environments.
- Updated hardware and software platforms by implementing automation and efficiency improvements.
- Configured hardware, devices, and software to set up workstations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
DESKSIDE SUPPORT ANALYST
IBM
03.2014 - 01.2019
- Supported the Manager in coordinating Level 2 Deskside Support activities
- Developed and tested system modifications and enhancements
- Provided first-line support on connectivity and standard applications such as MS Office
- Attended to end-user help requests through the SDM ticketing system
- Handled preventive maintenance such as checking peripherals, printers, desktops, laptops, and virtual machines
- Maintained hardware and software inventories through standard asset management systems and procedures
- Communicated effectively with senior support and received proper management attention
- Monitored and tracked incidents to resolve them within customers' service scope
- Installed and supported hundreds of employees' personal computers
- Supported Windows 10, Mac OS X, MS Office 2016, Outlook/Exchange, Office 365, VM Ware, Local Area Network/TCPIP/WAN/VOIP, McAfee EPO Encryption, Cisco VPN, DUO Multi-Factor Authentication, SAS, CICS, Active Directory, Mobile devices, and Tablets
- Assigned as a secondary Executive support person, which included 24/7 support for the company CEO, COO, and all the other executives.
TRADING FLOOR SENIOR TECHNICAL SUPPORT ENGINEER
Bank of America
01.2000 - 02.2014
- Provided Tier 3 level support to assist users with hardware and software issues
- Supported various financial trading applications, including Bloomberg, TradeWeb, Bidcomp, Kobra Market-sheet, FBSI, Tibco, and IRP/Next
- Supported Windows 10, MAC OSX, Office Suite, Outlook/Exchange, and Active Directory
- Other responsibilities included password resets, maintaining contact databases, troubleshooting application documentation, and change management
- Packaged proprietary business applications, market data products, and off-the-shelf software for deployment and installation using Wise Package Studio 5.1
- Ensured application compatibility testing, deployment, and management
- Created, tested, evaluated, and packaged software and applications for workstation distribution
- Created and updated technical documents as needed
- Interfaced with Product Development, Quality Assurance, and Regulatory departments to provide customers with quality products in a timely manner
- Responsible for appraising and supporting packaging supplies
- Communicated and participated in system and process troubleshooting projects with support from team members and external agents
- Led and participated in cross-functional and cross-divisional process improvement initiatives.
Education
Bachelor of Science - Applied Mathematics
University of São Paulo
Brazil12.2019
Skills
- Windows Server: Proficient in managing and administering Windows Server operating systems, including installation, configuration, and maintenance
- Active Directory: Experienced in managing and maintaining Active Directory infrastructure, including user accounts, group policies, and domain services
- Local Area Network/TCPIP/WAN/VOIP: Knowledgeable in networking concepts and protocols, including LAN, TCP/IP, WAN, and VoIP, to ensure efficient and reliable communication between systems
- Hyper-V: Skilled in managing and deploying virtual machines using Microsoft Hyper-V, providing virtualization capabilities for efficient resource utilization and scalability
- VMware: Proficient in working with VMware virtualization technologies, including VMware vSphere and VMware ESXi, for creating and managing virtual environments
- Application Automation: Experienced in automating and streamlining application deployment and management processes, improving efficiency, and reducing manual effort
- Device (Laptops & Desktops) Repair and Imaging: Capable of repairing and imaging laptops and desktops, ensuring optimal performance and functionality of hardware components
- Virtual Administration: Skilled in administering virtualized environments, including virtual machines, networks, and storage, ensuring efficient utilization and management of resources
Accomplishments
- Implemented a Pin-to-Print process for every Bank of America banking center in the U.S
- This new process requires a user to enter his/her unique PIN number to retrieve a print job
- Participated in a trial implementation of a system that allows clients to receive their new ATM/Credit card right after they open a new account
- This system also allows a person who lost their ATM/Credit card to walk in to any Bank of America banking center and have a new card issued instantly
- Implemented a new process of sending faxes from within Bank of America that doesn't require a dedicated phone line
- Implemented a new process (Green Belt project) for the Trading Support Help Desk that reduced the amount of time it took to enter a ticket in the ticketing system by 30%, resulting in savings of over $1.5 million per year
- Developed and implemented a Visitor Registration website for all Bank of America Trading Floors
- Developed and implemented a New Hire website for all Bank of America Trading Floors.
Certification
- Six Sigma Green Belt
- SCCM System Center Configuration Administrator
- Certified Lotus Notes R4 Systems Administrator I
Languages
Portuguese
Native or Bilingual
Spanish
Professional Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AZURE SUPPORT ENGINEER
Microsoft
07.2019 - 07.2023
DESKSIDE SUPPORT ANALYST
IBM
03.2014 - 01.2019
TRADING FLOOR SENIOR TECHNICAL SUPPORT ENGINEER
Bank of America
01.2000 - 02.2014
Bachelor of Science - Applied Mathematics
University of São Paulo
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