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samuel silveira

samuel silveira

IT Service Desk Specialist

Manufacturing / Mechanical

Kitchener, Waterloo

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About samuel silveira:

Proactive, innovative and results oriented IT Service Desk Specialist with 15 years of experience in providing support and ensuring the availability, continuity and quality of service. Strong background in creating and maximizing IT Infrastructure, implementing new technologies and methodologies and ensuring continuous improvement.

Able to translate technical feedback in user-friendly terms, think strategically and minimize incidents. 

 

Experience

Continuous Improvement Specialist 

Givaudan                                                                                                                           09/2021 to Present

Support Project Manager in process improvement and cost reduction

Support team through Problem Solving Tools, 5why's concepts, mapping process

Implement 5S concepts for Operation Team

Coach and train the new employees 

Promote Lean Culture mind set;

Create business reports and dashboards 

 

IT Services Manager

Drom Fragrances                                                                                                            03/2012 to 08/2021

Maintained IT Service Availability

Managed Service Desk 

Managed local projects and assisted Global Projects

Handled service contracts, IT budgets

Provided troubleshooting for Host Servers, Virtual Machines, Network Devices, Telecom Services, Production Assembly, Local Systems, E-mail, Print and File Services 

Created business reports collected from different platforms (SQL, Oracle, MySQL, file texts, csv)

Provided technical services using best ITIL and ITSM practices

 

Education

Post-Graduation Master of Business Administration - MBA - IT Management                    04/2017 to 09/2018   

At Wyden Educational, Campinas, Brazil

 

Bachelor Degree - System Information                                                                                         02/2008 to 06/2011

At Integrated Schools Rio Branco, São Paulo, Brazil

 

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