Pedro Henrique
CLARO S.A. (NET)
worcester,MA
3
Languages
14
years of professional experience
Information Technology leader with 14+ years of progressive experience across IT operations, infrastructure, technical support, systems implementation, healthcare technology, networking, and customer-facing technology services. Proven ability to lead support teams, strengthen service delivery through KPI-driven management, administer Windows and Linux environments, coordinate complex multi-vendor integrations, and translate operational needs into practical technology solutions. Brings hands-on technical depth, strong stakeholder communication, process-improvement discipline, and experience supporting business-critical environments.
Work History
Technical Support Technician II
- Provided field service for internet, telephone, and cable television customers, including troubleshooting and coaxial signal-level diagnostics.
- Reconfigured EMTA devices, supported MDU projects, adjusted network signal amplifiers, and performed cabling maintenance, including work at height.
IT Technician
- Maintained computers and laptops; deployed wired and wireless networks and Windows Server 2003/2008 environments with Active Directory and Terminal Services.
- Provided remote support, configured file and printer sharing, and managed router port configurations.
IT Operations Supervisor
3 Years- Directed day-to-day customer support operations for the company’s enterprise omnichannel platform, guiding the team through configuration requests, troubleshooting, and issue resolution.
- Monitored service metrics and operational KPIs, using performance data to improve workflows, reduce recurring service issues, and support customer-success objectives.
- Led staffing schedules, team meetings, one-on-one coaching, performance feedback, hiring participation, and onboarding of new employees.
- Conducted client relationship meetings to identify operational pain points, prioritize technical needs, and coordinate solutions with internal teams.
- Partnered with software development and external vendors on integrations, platform improvements, automation requirements, and complex customer initiatives.
- Created Power BI dashboards using API-sourced data from multiple business systems to provide management-level visibility into service performance.
IT Implementation Analyst
1 Year- Led onsite and remote implementations of Escallo, an enterprise omnichannel communications platform, from infrastructure assessment through activation and user training.
- Installed and configured Linux servers and VoIP environments using Asterisk, aligning deployment architecture with customer requirements and existing telephony resources.
- Assessed client IT infrastructure, network readiness, service channels, and telecommunications capabilities; recommended cost-effective technical solutions.
- Provided post-implementation support, documented network topology and environment resources, and delivered operational and management-reporting training.
Information Technology Coordinator
2 Years- Managed the IT support team and coordinated corrective and preventive maintenance for business-critical technology assets in a healthcare environment.
- Administered Windows and Linux servers in physical and VMware-virtualized environments, including core infrastructure and end-user services.
- Managed pfSense firewall and proxy rules, backup operations, network services, software-improvement requests, IT asset inventory, and technical documentation.
Network Technician & Graphic Designer
2 Years- Designed, installed, and administered small-business networks using Windows Server 2008/2012, proxy and firewall services, and structured network infrastructure.
- Implemented CCTV systems and provided computer and laptop maintenance and end-user technical support.
Network Operations Technician
1 Year 9 Months- Provided help-desk and remote technical support, workstation maintenance, software deployment, and user access administration.
- Monitored server backup routines using HP Data Protector, performed SAP operational tasks, managed Active Directory and SAP account unlocks, and granted Citrix remote access.
- Monitored the availability of systems and assets across CENIBRA’s data center and technology environment.
IT Technician
3 Months- Deployed and relocated workstations across CENIBRA’s technology environment, completed backups and disk imaging, configured networks, joined Windows computers to the corporate domain, and installed business software.
IT Technician
1 Year- Performed computer and laptop maintenance, wired and wireless network installations, CCTV deployment, and printer-supply services.
Education
Bachelor's Degree - Information Systems
Technical Diploma - Industrial Informatics
Skills
Systems & Infrastructure: Windows Server
Active Directory
DHCP
DNS
Remote Desktop Services
File Services
Debian
Ubuntu
CentOS
Networking & Security: MikroTik
pfSense
OPNsense
OpenVPN
network troubleshooting
firewall/proxy administration
structured cabling
CCTV
Virtualization & Cloud: VMware ESXi
vSphere
AWS Lightsail
Data & Development: Power BI
API integration
MySQL; foundational Java
HTML
CSS
PHP
Node.js
and Shell Script
Communications & Enterprise Tools: VoIP
Asterisk
SAP
Citrix
HP Data Protector
DICOM
CORE LEADERSHIP & TECHNICAL COMPETENCIES
IT Operations Leadership | Infrastructure Management | Technical Support Management | Team Coaching & Performance | Incident & Problem Management | Vendor & Client Coordination | IT Asset Management | Strategic Planning Support | KPI Reporting & Process Improvement | Windows Server & Active Directory | Linux Administration | Network & Firewall Administration | VMware Virtualization | VoIP / Asterisk | Power BI & API Integration | Technical Documentation | Healthcare IT / DICOM | Customer Success
SELECTED LEADERSHIP IMPACT
- Led customer support operations for an enterprise omnichannel platform, overseeing service quality, team scheduling, performance feedback, onboarding, and customer relationship meetings.
- Coordinated a complex integration initiative involving internal developers and multiple external software vendors, including automation capabilities and API-based system connections.
- Developed Power BI management dashboards using data collected through APIs from multiple company systems, improving visibility into operational KPIs and decision-making.
- Managed IT operations in a healthcare environment, including Windows and Linux servers, virtualization, firewall and proxy services, backups, network asset inventory, and DICOM-connected imaging equipment.
ADDITIONAL INFORMATION
Based in Worcester, Massachusetts. Valid driver’s license and available for regional travel. Portuguese: Native | English: [Add proficiency level].
Languages
English
Professional Working
Spanish
Professional Working
Portuguese
Native or Bilingual
Timeline
IT Operations Supervisor
FUTUROTEC
01.2020 - 01.2023Read More
IT Implementation Analyst
FUTUROTEC
01.2019 - 01.2020Read More
Technical Support Technician II
CLARO S.A. (NET)
01.2017 Read More
Information Technology Coordinator
HOSPITAL MATERNIDADE VITAL BRASIL
01.2017 - 01.2019Read More
Network Technician & Graphic Designer
INDEPENDENT CONTRACTOR
01.2014 - 01.2016Read More
Network Operations Technician
NEXA TECNOLOGIA & OUTSOURCING
03.2012 - 12.2013Read More
IT Technician
G&A INFORMÁTICA
01.2011 Read More
IT Technician
ATARPP — Temporary Contract
09.2010 - 12.2010Read More
IT Technician
G&A INFORMÁTICA
01.2009 - 01.2010Read More
Federal Center for Technological Education of Minas Gerais (CEFET-MG)
Technical Diploma from Industrial Informatics
Read More
Centro Universitário do Leste de Minas
Bachelor's Degree from Information Systems
Read More