Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gilson Guimarães

Technical Support Engineer
Rio De Janeiro,RJ

Summary

Technical Support Engineer with strong background in supporting mission-critical hardware and software adhering to strict SLAs, adept at diagnosing and resolving complex software and hardware issues. Focused on fostering team collaboration and driving results through adaptive problem-solving and clear communication. Possesses core skills in troubleshooting, system administration, and customer service, coupled with proactive approach to addressing evolving technical challenges. Reliable and versatile, consistently meeting dynamic needs of fast-paced environment.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Associate Support Engineer

Elastic
09.2022 - Current
  • Developed detailed documentation for troubleshooting procedures, streamlining the support process for future engineers.
  • Coordinated efforts with other IT professionals during large-scale projects or installations, maximizing resource utilization while minimizing disruption to daily business activities.
  • Served as a liaison between clients and internal departments to ensure comprehensive resolution of issues affecting multiple areas of business operations.
  • Improved client relationships by maintaining clear communication channels throughout the support process.
  • Increased customer satisfaction by providing prompt and effective support for software issues.
  • Maintained a ticket closure rate ˜50% above the global average.
  • Managed escalation process for complex issues requiring specialized expertise or additional resources.

Support Engineer

OpenVPN
09.2021 - 09.2022
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
  • Collaborated with cross-functional teams to resolve complex problems.

Technology Analyst

LiveMode
04.2019 - 07.2021
  • Resolved complex technical issues through rigorous troubleshooting and root-cause analysis, minimizing downtime and disruptions to business operations.
  • Streamlined processes by automating repetitive tasks, saving time and resources.
  • Developed plans to improve IT service effectiveness.
  • Identified system issues in mission-critical systems and recommended changes to close system holes.
  • Provided technical and functional recommendations based on project requirements.
  • Studied business functions and evaluated requirements to establish operational objectives.
  • Supported technology design, testing and execution by providing research-based product and process knowledge.
  • Served as a subject matter expert on key technology initiatives, providing guidance to stakeholders throughout project lifecycles.

Contractor Specialist

Liga Do Nordeste
12.2018 - 04.2019
  • Implemented robust disaster recovery plans that ensured minimal disruption during unexpected events or crises.
  • Directed specialist streaming/broadcasting services, counseled executives and collaborated with senior management on strategic planning.
  • Designed, provisioned and supervised operations for the Copa do Nordeste 2019 streaming feeds, using various IP based protocols (RTMP, HLS).

Broadcasting Systems Technician

Turner Broadcasting
05.2016 - 08.2018
  • Collaborated with cross-functional teams to ensure seamless integration of new systems into existing infrastructure.
  • Conducted routine maintenance tasks to prolong the lifespan of hardware components and minimize repair costs.
  • Installed and wired system devices using standard product setup and electrical knowledge.
  • Supported internal end-user concerns using troubleshooting and root cause analysis to resolve issues.
  • Reduced system downtime, implementing proactive maintenance schedules and rapid response protocols.

Education

Bachelor of Science - Telecommunications Engineering

Universidade Federal Fluminense
Niterói

Skills

Software installation

Timeline

Associate Support Engineer

Elastic
09.2022 - Current

Support Engineer

OpenVPN
09.2021 - 09.2022

Technology Analyst

LiveMode
04.2019 - 07.2021

Contractor Specialist

Liga Do Nordeste
12.2018 - 04.2019

Broadcasting Systems Technician

Turner Broadcasting
05.2016 - 08.2018

Bachelor of Science - Telecommunications Engineering

Universidade Federal Fluminense

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Gilson GuimarãesTechnical Support Engineer