Service Desk Analyst – Tier II (White Glove, User Access Management)
2025–Present
IT service desk for a global pharmaceutical company · Remote
- Selected through an internal process to join the White Glove team.
- Support investigators, study coordinators, and clinical research site staff worldwide.
- Access management with Entra ID and ServiceNow in a regulated (GxP) environment.
- 1,200+ tickets handled, with QA scores above 90%.
- Train new team members.
Service Desk Analyst – Tier I (Bilingual)
2022–2025
IT service desk for a global pharmaceutical company · Remote
- 4,000+ tickets resolved and documented.
- Subject Matter Expert (SME) for clinical research applications.
- Mentored 10+ new analysts.
- Recommended knowledge base improvements.
Freelance 3D/2D Artist
2020–2024
Self-employed · Brazil and Canada
- Architectural visualization (archviz), product visualization, and animation.
- Worked directly with clients, from briefing to delivery.
- Created a 3D modeling course.
Police Officer
2014–2020
PMDF (Military Police of the Federal District, Brazil) · Brasília
- Patrol duty.
- Logistics and contracts assistant: deputy contract executor for the battalion's contracts (lease, renovation, and electricity).
- Built an Excel-based contract tracking system.
Co-founder
2012–2013
Cozinha Capitu (meal service for workers) · Brasília
- Started by delivering daily packed meals to construction workers under a contract with the builder.
- Expanded to walk-in customers and phone orders, always focused on contracts with employers.
- Responsible for sales and finance.
IT Technician → IT Coordinator
2008–2011
Grupo Santa Helena (security, construction, and land development companies) · Brasília
- Hired as the sole IT technician and promoted to IT Coordinator.
- Built and led the IT team (2 technicians and 2 interns).
- ERP implementation, defining business rules with managers and executives.
- Windows Server, Active Directory, GPO, SQL Server, Linux firewall, and networking.
- In-house ticketing system.