Adriano Mendes

• Provided primary training to all new hires and secondary training to personnel struggling with technological tools and systems.
• Executed troubleshooting and support in both in-person and remote situations.
• Authored technical guidance explainers and whitepapers on systems
• Service, software, asset and vendor management
• Identified and corrected system faults to minimize operational system downtime.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Evaluated some organizational systems to identify workflow, communication and resource utilization issues.
• Some systems and technologies for operation, enrollment and management
  - Cisco Meraki
  - Banyan
  - Jamf
  - One login
  - Okta
  - Asana
  - Halp/Assist
  - Jira/Confluence
  - Sentinel One
  - Gsuite
  - Office 365
  - Mac OSX
  - Windows
  - Envoy
• Executed troubleshooting and server support in both in-person and remote situations.

- participate in executive life and companies decision in line with my operational and managerial background
- improve how the activities requested by the executive were received, creating a dynamic, traceable, auditable, and certainty that all activities will be executed and in due time;
- agenda and commitments management;
- travel planning;
- documents dispatch and conference;
- files organization;
- constant improvement in the flow of information and procedures;
- technology and quality improvements (equipment, gadgets, software, and systems);
- I used my knowledge in IT, quality and processes to design, implement, manage and operate the ZoHo system in my activities and with the executive bringing several benefits;
- support to internal and external customers;
- meetings support;
- bill payments;
- assistance in the development of the business organization

• Provided primary training to all new hires and secondary training to personnel struggling with technological tools and systems.
• Executed troubleshooting and support in both in-person and remote situations.
• Authored technical guidance explainers and whitepapers on systems
• Service, software, asset and vendor management
• Identified and corrected system faults to minimize operational system downtime.
• Resolved issues related to operational components for LAN, WAN and voice systems.
• Evaluated some organizational systems to identify workflow, communication and resource utilization issues.
• Some systems and technologies for operation, enrollment and management - Cisco Meraki - Banyan - Jamf - One login - Okta - Asana - Halp/Assist - Jira/Confluence - Sentinel One - Gsuite - Office 365 - Mac OSX - Windows - Envoy

• I was responsible for performance and design of IT infrastructure, services and education of the Community Teams in the designated group of WeWork locations
• Building running VoIP, Zone Director, Ruckus Network, Enplug, Solstice, Welkio managed by Meraki and other systems
• Primary interface for the Member Technology Team providing a positive experience for Members through tailored IT solutions and the development and implementation of installation plans
• Support to the Community and Members to solve advanced technical issues and implement corresponding solutions (Windows, OSX, Linux, IOS, Android)
• Provide prompt response to Member problems and requests while managing and maintaining the ZenDesk system
• Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members
• Responsible for identifying new IT Services for Members
• Manage and engage third party vendors to perform cabling repairs and approved installs
• Coordinate and partner with the Member Technology Networking Services Team with the troubleshooting and resolution of LAN & Wireless Network issues
• Coordinate and partner with the Member Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location-based Audio-Visual equipment
• Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and the provision of services to our Enterprise Members
• Configuration of network printing resources including printer servers, printers and other peripheral devices
  

In more than 500 tickets solved, my services are rated as "Excellent" and "Impeccable" without having any bad rate related to my activities.

• Managed inventory, production, workflow and distribution, analyzing each stage of product life cycle and recommending improvements to streamline processes.
• Developed strategic marketing communications and identified audiences for targeted messages.
• Optimized operational continuity by implementing enhanced inventory documentation.
• Evaluated hiring, firing and promotions requests.
• Determined priorities and set policies
• Responsible for the management, motivation and technical and personal development of the Brazilian IT team and the POC of the global company
• Administrated of the Brazilian infrastructure of servers, network, AD, Exchange, ERP systems (Alterdata, MXM and Humanus) with Oracle and My-SQL database and other systems from other departments, Cisco Meraki firewall solution and Mitel VoIP telephony
• Better company knowledge management by ensuring security of internal information security policies and procedures
• Implementation of new methodologies and procedures in all company
• Board meetings implement the vision, mission, initiatives and definition of company strategies
• Restructuring processes and some IT systems where we reduce by 67% of costs. Service time decreased from days to few hours and satisfaction and confidence of IT department that was below 60%, increased to more than 90%
• Windows 10 migration, support to Apple, Windows and Android users

• Established routines and standards in processes and projects
• Forming and managing teams
• Develop strategies for better customer service by promoting continuous improvement in process management
• Contributed to the development of the client portfolio
• Proposed and apply techniques, devices, and software to facilitate and optimize activities
• Develop manuals, controls, and procedures
• Design, implementation, and administration of the open-source ticketing system and ITIL compliance called OTRS, used today by all departments of the company, Legal inclusive
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Managed team, overseeing hiring, training, and professional growth of employees

• Provided technical support for the systems and software used by Citi in its headquarters in Brazil
• Managed of more than 8000 assets of all Citibank warehouse from all over the country;
• Created of the asset control system and maintenance of its database;
• Reviewed processes and workflows for greater dynamism of the team and company
• Exceeded goals through effective task prioritization and great work ethic.
• Resolved conflicts and negotiated mutually beneficial agreements between parties.