Herbert Luiz Botelho Dias
IT Service Delivery Manager @Microserve
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WORK HISTORY
IT Service Delivery Manager @Microserve
Burnaby, BC, CA
In my role as the Service Delivery Manager at Microserve, I wear many hats, all crucial to ensuring the seamless operation of IT services and support within our organization. Let me delve deeper into my responsibilities:Device Oversight: I lead a team responsible for the oversight of more than computer devices. This encompasses everything from managing their deployment and maintenance to ensuring they align with the needs of our workforce. Incident Management: Heading the tier 2 incident team, my role is pivotal in swiftly addressing and resolving IT issues and service disruptions. The goal? Minimizing downtime and guaranteeing a hassle-free user experience.Continuous Improvement: I\'m dedicated to enhancing our IT service delivery continually. This entails identifying areas ripe for improvement and initiating new initiatives and processes to boost efficiency and effectiveness.Project Leadership: I had the privilege of successfully delivering significant projects, including a refresh technology project involving more than computer devices in 2023. As a project manager, I orchestrated various project aspects, from meticulous planning to resource allocation, execution, and rigorous quality assurance.Supply Chain and Distribution: I exercise direct control over our supply chain and distribution of end-user computer devices and peripherals. This encompasses procurement, inventory management, and logistics to ensure the right equipment is available precisely when and where it\'s needed.Invoicing Process Control: I oversee our invoicing process, guaranteeing its smooth and efficient operation. This involves managing billing, tracking expenses, and maintaining meticulous financial records
EDUCATION
Centro Universitário Fundação Santo André
Bachelor's degree in Information Systems, Information Technology
Douglas College
COMPUTER AND INFORMATION SYSTEMS (POST-BACCALAUREATE DIPLOMA), Data Analytics
SKILLS
ABOUT HERBERT LUIZ BOTELHO DIAS
Passionate IT Professional with a strong focus on customer-centric solutions. My journey in the tech industry spans various roles, from Service Desk Support to Post sales consultant, Business Analyst, and most recently, IT Service Delivery Manager. In 2018, I ventured into the world of Data Analytics and Development, completing a post-baccalaureate course in Computer Studies with a major in Data Analysis. Here\'s what sets me apart- ITIL Certified: I bring real-world experience in applying ITIL best practices for an improved customer experience- Seasoned Project Manager: My track record demonstrates my knack for managing complex projects effectively- Technical Proficiency: My comfort zone lies in critical IT environments, with hands-on expertise in Windows environment, Windows Server, MySQL, SQL Server, and virtualization technologies such as HyperV and VMWare- Monitoring and Networking: I\'m proficient in monitoring tools like Nagios and Centreon and possess in-depth networking skills, including DHCP management, server maintenance, and more- Windows Environment: My knowledge extends to the Windows environment, with knowledge in SCCM, Active Directory, and user management policies- Data Analytics: I\'m well-equipped for data manipulation with tools like R Studio and Python Anaconda (Jupyter Notebook) for web scraping, data analysis, clustering, classification, and deep learning with Keras. I\'m dedicated to delivering top-tier IT solutions and fostering innovation. Let\'s connect and explore how my skills and experiences can bring value to your projects and objectives.
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