Edson Caetano

Responsible for leading IT operations, network infrastructure, and NOC activities for a regional telecommunications provider, ensuring service availability, security, and operational continuity. Key responsibilities and achievements: • Lead IT, Network Infrastructure, and NOC teams, ensuring high availability and operational reliability of corporate services • Design and implement operational processes aligned with IT governance and ITIL best practices • Manage critical infrastructure environments including data center operations, network monitoring, and service continuity • Standardize operational procedures and monitoring systems to improve incident response and service stability • Drive infrastructure modernization initiatives to support business growth and technological evolution • Develop and mentor technical professionals, fostering skill development and leadership within the team • Coordinate cross-functional initiatives involving infrastructure, network operations, and service management • Promote continuous improvement practices to enhance operational efficiency and service quality • Performed advanced infrastructure troubleshooting across network and systems environments • Supported operational monitoring and incident response using monitoring platforms (Zabbix)

Responsible for corporate IT support operations in a pharmaceutical company with more than 3,500 employees, managing incident queues, prioritization processes, and resolution of complex technical demands. Key achievements and responsibilities: • Took over the IT support operation with more than 1,100 open tickets and implemented prioritization, redistribution, and workflow improvements, reducing the backlog to approximately 100 tickets within a few months • Designed and implemented operational processes that had been stagnant for years, including hardware replacement and basic support procedures, eliminating rework and improving service flow • Organized ticket distribution across the support team, increasing productivity and reducing operational bottlenecks • Eliminated priority ticket backlogs and established clearer service routines for the support team • Provided direct technical support to managers, directors, and executive leadership, ensuring service availability and specialized assistance • Participated in large-scale industrial projects, including the implementation of autonomous drug quality inspection machines, integrating IT, engineering, vendors, and production teams • Acted as an interface with national and international vendors, conducting meetings and technical discussions in English

Worked in IT operations supporting governance initiatives, project execution, asset management, and operational performance analysis within the technology department. Key responsibilities and achievements: • Supported IT project management activities, assisting in planning, coordination, and monitoring of technical initiatives • Analyzed operational performance indicators using Business Intelligence tools to support management decision-making • Managed and monitored IT assets, ensuring proper inventory control and infrastructure organization • Assisted in the implementation of IT governance practices and process standardization • Collaborated with multiple IT teams to execute projects, operational improvements, and action plans • Provided technical support in enterprise environments involving Windows infrastructure, networking, and service desk operations

Responsible for supervising IT infrastructure and support operations across headquarters and seven branch offices, ensuring the availability and reliability of technology services supporting the company’s commercial and logistics operations. Key responsibilities and achievements: • Led the Network, IT Infrastructure, and Mobile Support teams, responsible for supporting sales representatives using corporate systems via tablets • Managed infrastructure environments across headquarters and branches, including servers, corporate networks, UPS systems, generators, and CCTV • Oversaw critical IT operations, ensuring service availability, operational continuity, and infrastructure stability • Conducted monthly training sessions for technical teams, improving operational standardization and team capability • Managed operational performance indicators for the IT department, monitoring service quality and team performance • Led the corporate email migration project from Zimbra to Microsoft Office 365 • Participated in and coordinated technical audits, including Microsoft audits and vendor/manufacturer compliance audits • Improved operational processes and support workflows to increase service efficiency

Worked on structuring IT support operations in a healthcare environment, implementing service management tools, network monitoring solutions, and security controls to improve operational stability. Key responsibilities and achievements: • Implemented the GLPI service desk platform, creating a structured workflow for ticket registration, prioritization, and support tracking • Deployed Spiceworks for network inventory and infrastructure monitoring • Implemented network access and security controls using Kaspersky solutions • Structured the technical support workflow, improving visibility and organization of support demands • Identified and mitigated misuse of corporate network resources, including tools used to bypass firewall policies • Diagnosed and resolved network instability affecting cloud-based systems caused by uncontrolled bandwidth consumption • Stabilized network operations and avoided unnecessary server upgrades by addressing the root cause of the performance issues

MBA em Gestão de Projetos e Processos