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Contact
813 Agnes St, New Westminster, BC
Marcelo Oliveira
+1 (778) 8696191 (Mobile) Support Leader at Global Relay | IT Manager | Infrastructure
masoliveira85@gmail.com Manager | IT Lead | Support Services
Canada
www.linkedin.com/in/marcelo-
oliveira-47776911 (LinkedIn)
Summary
Top Skills
I’ve been discovering possibilities with technology since 2002. As a
Technically Oriented people manager in the last 10 year, I had the honor to help people
Management
to get engaged, motivated and growing technically. I had opportunity
Virtualization
to manage teams with high skilled IT engineers inside relevant
companies across all Americas, supporting global operations and
Languages
critical businesses with complex environments to transform IT in to
English (Full Professional)
fuel for innovation.
Certifications
Actually in charge of End User IT Support for North America and
CAPM
Europe at Global Relay, our mission is to enable business areas
IELTS CLB7
to create and delivery best in class solutions for our customers in a
ITIL Foundations
timely manner.
Honors-Awards
At Sicredi Credit Union, in charge of the DevOps, Cloud,
Michael Dell Award
Virtualization, Server X86 and Operational System teams, with
Michael Dell Award
twelve high skilled engineers, taking care of people technical and
personal development, contract management of strategic suppliers
and budget management. Also leading strategical projects using
frameworks like CAPM, and concepts such ITIL, Kanban, and others.
I helped Sicredi to make a significant hardware refresh in 3/4 of the
server environment, keeping systems availabilty in 99.9%. Also my
team was accounted to provide DevOps integrations, enabling DEV
teams to deploy environments and new services 5x faster.
While working at Dell Computers helping customers to recover faster
from incidents, I was the Services Support Manager responsible
for the first Dell EMC Storage team in Brazil, with the challenge to
hire a team with mixed skills, like SAN, backup, data replication and
customer focus. This includes also building and driving the correct
training path, what helped reaching good results on service level and
resolution accuracy, highlighting two years in a row with a Customer
Satisfaction Level higher than 95%.
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Experience
Global Relay
IT Support Leader
January 2022 - Present (9 months)
Vancouver, British Columbia, Canada
Leading Desktop Support Team for North America and Europe at Global
Relay, we are enabling business areas to create and delivery best in class
solutions to our customers in a timely manner.
We are responsible to provide support for more than 1000 employees in day
by day tasks, managing tickets, also creating solutions that foster auto service
and automation, with Windows, Linux and MacOs, using tools like SCCM,
WSUS, Landscape and AirWatch.
Responsible for inventory, purchasing and deploy of hardware and software for
all GR internal users.
Sicredi
IT Infrastructure Leader
July 2018 - November 2021 (3 years 5 months)
Porto Alegre Area, Brazil
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Main achievements:
• Revision of supplier support scope, with cost reduction of 25% without impact
on availability and stability of the environment.
• Leader of an activity in the IT area that allowed a reduction of 50% of critical
IT incidents when compared to the same period of the previous year.
• Technological refresh in the private cloud environment, allowing
computational gain without adding extra cost to the budget and without
affecting the availability of services.
Dell
10 years 1 month
Act in technical issues , involving other areas of the business , like Sales ,
Engineering , Quality , Marketing , etc.
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ULBRA
Network Administrator - Junior
2007 - 2008 (1 year)
Maintenance of computers and printers;
Care to remote users;
Creation of back-up routines and use of tools such as Net Backup;
Installation maintenance and configuration of servers;
Knowledge management software on switches and routers;
Virtualization of servers and configuration for Microsoft Cluster for Load
Balancing and High Availability;
Installation and configuration of DHCP servers, DNS, Domain Controllers,
Exchange, migration from NT to 2003;
Configuration and management of Active Directory;
Education
UniRitter
Master of Business Administration - MBA, Administração e
Negócios · (2015 - 2016)
Perestroika
Empreendedorismo e Inovação, Business Administration and Management,
General · (2018 - 2019)
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Avenue Code
Infra Ágil com práticas DevOps
Kanban Institute B
Lean Kanban Training
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