Diego Brasil
Dublin
Summary
Developed critical problem-solving skills and technical expertise in fast-paced cloud support environment. Adaptable to new challenges and dedicated to continuous learning and professional growth. Seeking to leverage transferrable skills in new field for innovative and impactful contributions.
Overview
14
14
years of professional experience
Work History
Cloud Support Engineer II (Serverless)
Amazon Web Services (AWS)
05.2022 - Current
- Provide advanced remote technical support to customers by responding to difficult technical inquiries related to large and production critical issues to propose solutions to and/or resolve root causes of cloud network and/or system issues
- Lead and oversee documenting all varieties of corner case scenarios and troubleshooting of workflows in AWS internal knowledge databases, and create tutorials, how-to videos and other technical materials for the AWS customer community
- Apply advanced knowledge of information science and technology to perform difficult network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, , dig commands, and/or cURL
- Execute migrations of existing on-premise environments to AWS Cloud, grow clients' existing cloud architecture by onboarding them onto new AWS services and provide maintenance support by providing complex technical assistance
- Analyze products and reports on support performance metrics to measure support success and service performance and drive customer-facing platform improvements
- Acts as a liaison between the service development team and the support engineering team, communicating customer feedback through tech sync meetings for product and service improvement
- Participate in bug bash events to identify specific bugs and improve documentation to support the overall customer experience
- Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud
- I am working with database administration technologies, including MySQL, Oracle, PostgreSQL, and MS-SQL
- Analyze and clarify customers' technical doubts
- Product bug escalation and management
- Manage communications for mission-critical/P0 product issues impacting customer's production
Automation Manager
AA Growth
01.2021 - 11.2024
- Company Overview: Marketing Automation Expert | Transforming Digital Marketing Journeys
- Delighting in the confluence of marketing and technology, I specialize in devising and implementing intelligent automation strategies that elevate digital marketing efforts, optimize sales on platforms like Facebook & Instagram, and engineer seamless lead generation funnels for various professionals
- My approach intertwines robust technical expertise with a steadfast commitment to client satisfaction and strategic alignment, ensuring your marketing is not just efficient but also effective and resonant
- Let's navigate, innovate, and elevate your digital marketing pathway together!
- Marketing Automation Expert | Transforming Digital Marketing Journeys
Senior Technical Support Engineer
Adenza
09.2021 - 05.2022
- Serves as the primary technical liaison between the customers and internal teams (Product Management, R&D, QA) for technical issues
- Analyze and clarify customers' technical inquiries
- Own product bug escalation, routing, and prioritization
- Manage communications for mission-critical/P0 product issues impacting customer's production
- Collaborate with the support team through knowledge management and improve tickets to bugs ratio
- Performing deep-dive analysis on our clients to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials
- Providing prompt, efficient, detailed, customer-oriented service to customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Analyze vulnerability scan results and do the follow-up with the Security team to provide the fix or ETA to do so
- Recreating customer's issues in our lab environment (Windows and Linux)
- Create and publish solution knowledge to be reused by customers and employees
- Maintaining in-depth knowledge of Adenza products and high-performance best practices
- Mentor new hires
- Acting as the 'High-Quality Advocate' for our customers, reporting and acting on observed areas for improvement
- Participate in after-hours on-call rotation of non-standard working hours
- SSO integration (LDAP, Kerberos)
- Work closely with Business Analysts to analyze and investigate bugs to identify the root cause
- Task automation
- Write test programs when required, to simulate the issue being faced by clients
Senior Technical Support Engineer
Calypso Technology
07.2021 - 08.2021
- Serves as the primary technical liaison between the customers and internal teams (Product Management, R&D, QA) for technical issues
- Analyze and clarify customers' technical inquiries
- Own product bug escalation, routing, and prioritization
- Manage communications for mission-critical/P0 product issues impacting customer's production
- Collaborate with the support team through knowledge management and improve tickets to bugs ratio
- Performing deep-dive analysis on our clients to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials
- Providing prompt, efficient, detailed, customer-oriented service to customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Analyze vulnerability scan results and do the follow-up with the Security team to provide the fix or ETA to do so
- Recreating customer's issues in our lab environment (Windows and Linux)
- Create and publish solution knowledge to be reused by customers and employees
- Maintaining in-depth knowledge of Adenza products and high-performance best practices
- Mentor new hires
- Acting as the 'High-Quality Advocate' for our customers, reporting and acting on observed areas for improvement
- Participate in after-hours on-call rotation of non-standard working hours
- SSO integration (LDAP, Kerberos)
- Work closely with Business Analysts to analyze and investigate bugs to identify the root cause
- Task automation
- Write test programs when required, to simulate the issue being faced by clients
- Hotfix QA Calypso v14-16
Platform Support Engineer (Technical Analyst)
Adenza
03.2019 - 06.2021
- Analyze the code to come up with possible scenarios under which the client is facing the problem and work towards identifying the source of the problem
- Work closely with Business Analysts to analyze and investigate bugs to identify the root cause
- Write test programs when required, in order to simulate the issue being faced by clients
- Work directly with clients and resolve API-related issues
Technical Analyst (Support Engineer)
Instituto Nacional de Telecomunicações - Inatel
05.2018 - 04.2019
- Responsible for providing product support during the delivery phase.(Italy and Ukraine)
- Responsible for developing ECM (RM Platform) Solutions Development - Ericsson
- Responsible for requirements analysis, development, and quality
- Assisting in making technical decisions and managing deadlines of projects
- Technologies: JavaScript, Java 6, JUnit, Webservices SOAP e Rest
Test Team Lead
Instituto Nacional De Telecomunicações - Inatel
01.2018 - 04.2018
- Responsible for quality of deliverables in each sprint
- Responsible for developing and leading the OSS / BSS Solutions Development team - Ericsson
- Responsible for requirements analysis, development, and quality
- Assisting in making technical decisions and managing deadlines of projects
- Technologies: JavaScript, Java 6, JUnit, Webservices SOAP e Rest
System Specialist
Instituto Nacional De Telecomunicações - Inatel
04.2017 - 12.2017
- Responsible for developing ECM (CBiO Platform) Solutions Development - Ericsson
- Responsible for requirements analysis, development, and quality
- Assisting in making technical decisions and managing deadlines of projects
- Technologies: JavaScript, Java 6, JUnit, Webservices SOAP e Rest
Security Module Manager
WatchGuard Brasil
04.2016 - 04.2017
- Responsible for management and development for the Security Module
- Support on demand
- The team was composed by six developers, two Software Quality Analyst and Support
- Responsible for requirements analysis, development and quality
- Assisting in making technical decisions and managing deadlines of projects
- Responsible for customer support Level 2
- Responsible for preparation and implementation of development process
Senior Software Developer
BRQ
04.2015 - 04.2016
- Client: BTG Pactual Bank
- Provide ready access to all experimental data for the faculty researcher and/or supervisor
- Portal is used by customers to manage their investments (Derivatives, Fixed income, and patrimony, etc.)
- Working as Senior Developer in the Oracle WebCenter Customer Portal migration project platform for the SOA architecture
- Support for the creation of solutions according to the architecture rules of the bank
- Design of a new architecture and interface using HTML and AngularJS allowing REST requests to EJBs services
- Migration of existing services to the new architecture and implementation of improvements and new functionalities for the Portal
- Technologies: Java 6, EJB 3, JPA 2, Hibernate 3, Oracle DB, AngularJS, WebLogic and Stored Procedures
Solutions Architect
CPQi
12.2014 - 04.2015
- Client: Original Bank
- Responsible to design the solution for integrating the fraud prevention and money laundering sector
- Using good SOA practices that met the needs of the Project
- Responsible for artifacts and controlling the flow analysis of loan applications and bank transactions
- The process was done by two tools, Application Falcon Fraud Manager and Falcon, both FICO products
- Through teamwork, web services were developed to integrate other sectors that should use Falcon and Application Fraud Manager
- Development of applications to track daily routines, monitor applications, and operations that had already been processed
- Technologies: Java 6, EJB 3, JPA 2, Hibernate 3, Oracle DB, AngularJS, WebLogic, Stored Procedures
Senior Software Developer
CPQi
05.2014 - 12.2014
- Project: iBalcao -BM&F (Back Office)
- Responsible for implementations new functionalities and integrations based on documents and requirements specifications
- Development of workflow rules, customs fees, validations, reports, filters and loaders of trades, Legal Entities, Books, Users, Permissions e Quotes
- Platform Calypso Expertise, Integration development in Version 13
- Requirements definitions and Architecture
Calypso Developer - Project: Exchange System - Client: HSBC (Front to Back)
CPQi
04.2014 - 05.2014
- Analysis, development and maintenance of the Exchange system, implemented using Calypso Software for HSBC
- Active participation in the development of products related to the interbank as Clearing
- Development (Calypso) for exchange settlement with the Central Bank of Brazil
Calypso Developer - Project: New Project Front Office - Client: BTMU (Front Office)
CPQi
10.2013 - 04.2014
- Responsible for surveying technical requirements, architectural improvements, software definitions based on technology
- Elaboration of documentation for new functionalities and integrations
- Responsible for software development and support to the team using the Calypso Platform
- Requirements definitions and Architecture
Calypso Developer - System Analyst - Project: IBalcao - Client: BM&FBOVESPA
CPQi
04.2012 - 10.2013
- Working directly with the customer to gather requirements and develop the requirements documentation for the systems
- Responsible for requirements analysis and elaborating the development plan aligned with the manager
- Development of the application IBalcao
- IBalcao aims to make available to the market a robust and secure system for over-the-counter registration, for the switch it uses a tool for Financial Market called Calypso, integration with other BMS&FBovespa systems
- Technologies: Java 6, JPA 2, Hibernate 4, Oracle DB, JBoss 5.1 e Calypso 13
Developer
OSF Global Services
12.2010 - 08.2012
- Assisting the project development team in creating new application programming codes
- Developing code using Cobol for the new applications
- Supporting the developed applications and making modifications within these applications, as and when necessary
- Analyzing the requirements of existing and the developed applications for the satisfaction of the current user, or business requirements
- Debugging and troubleshooting
Education
Associate of Applied Science - Information Technology
Evolution Institution
Fortaleza, Ceará 01.2015 - 01.2019
Certificate of Technical Studies - Architecture And Integration of Applications
Caelum Education And Innovation
São Paulo 04.2001 -
Certificate of Technical Studies - Financial Market
BMF Educational
São Paulo 04.2001 -
Certificate of Technical Studies - Linux
Evolution Institution
Fortaleza, Ceará 04.2001 -
Skills
Customer support
AWS expertise
Python programming
Incident management
Troubleshooting
Cloud computing
Root-cause analysis
Problem-solving abilities
Team collaboration
Problem-solving
Technical support
Timeline
Cloud Support Engineer II (Serverless)
Amazon Web Services (AWS)
05.2022 - Current
Senior Technical Support Engineer
Adenza
09.2021 - 05.2022
Senior Technical Support Engineer
Calypso Technology
07.2021 - 08.2021
Automation Manager
AA Growth
01.2021 - 11.2024
Platform Support Engineer (Technical Analyst)
Adenza
03.2019 - 06.2021
Technical Analyst (Support Engineer)
Instituto Nacional de Telecomunicações - Inatel
05.2018 - 04.2019
Test Team Lead
Instituto Nacional De Telecomunicações - Inatel
01.2018 - 04.2018
System Specialist
Instituto Nacional De Telecomunicações - Inatel
04.2017 - 12.2017
Security Module Manager
WatchGuard Brasil
04.2016 - 04.2017
Senior Software Developer
BRQ
04.2015 - 04.2016
Associate of Applied Science - Information Technology
Evolution Institution
01.2015 - 01.2019
Solutions Architect
CPQi
12.2014 - 04.2015
Senior Software Developer
CPQi
05.2014 - 12.2014
Calypso Developer - Project: Exchange System - Client: HSBC (Front to Back)
CPQi
04.2014 - 05.2014
Calypso Developer - Project: New Project Front Office - Client: BTMU (Front Office)
CPQi
10.2013 - 04.2014
Calypso Developer - System Analyst - Project: IBalcao - Client: BM&FBOVESPA
CPQi
04.2012 - 10.2013
Developer
OSF Global Services
12.2010 - 08.2012
Certificate of Technical Studies - Architecture And Integration of Applications
Caelum Education And Innovation
04.2001 -
Certificate of Technical Studies - Financial Market
BMF Educational
04.2001 -
Certificate of Technical Studies - Linux
Evolution Institution
04.2001 -
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