Murilo Guidi Okamoto

As a Senior IT Manager overseeing all facets of Service Management (Field Support & Service Desk), Security, and Infrastructure (Network, Servers, Telecom & Hosting), my responsibilities encompass both Build and Run phases. Key areas of focus include: • Project Management and Infrastructure Design for new office setups for VCP Gateway and other locations such as VIX and REC Stations • Implementation of IT infrastructure for new retail store locations to support Business growth, including Recife, Salvador, Itajaí, Goiania, Rio de Janeiro, and Vitória. • Deployment of SD-WAN and Meraki network infrastructure to enhance connectivity and efficiency. • Serving as the Business's Data Protection Officer (DPO) in compliance with Brazilian Data Privacy Law (LGPD). • Implementing Budget Execution Controls to mitigate cost escalations and negotiate favorable terms during vendor contract renewals. • Maintaining high-level performance across Service Management KPIs. • Improve Asset Management Controls; • Implement Security by Design Concept for all applications, creating documentation related to Security, Vulnerabilities, Business Impact Analyst and Privacy Impact Assessment;

Manager overseeing all aspects of Service Management (Field Support & Service Desk), Security, and Infrastructure (Network, Servers, Telecom & Hosting), including both Build and Run phases. Key Responsibilities: • Project Management and Infrastructure Design for new office setups, including DHL Express Brazil Country Office, Domestic Hub, and various station locations such as GRU Gateway, CGH, MAO, RIO, SSZ, and CPQ. • Implementation of IT infrastructure for new retail store locations, such as Campinas, Belo Horizonte and Bela Cintra. Led the LATO Transformation Network Project aimed at simplifying the network structure with Telecom Claro Provider, enhancing resilience, and minimizing service disruptions. • Orchestrated the migration of all local servers to Cloud Services under DHL IT Services, enhancing scalability and efficiency. • Oversaw the migration of the Local Service Desk to a Regional Service Desk in Costa Rica, resulting in improved service quality and cost reduction through resource sharing across Business Units. • Achieved a significant improvement in Ticket Time Resolution, increasing from 80% to 95%, ensuring prompt and effective resolution of user issues.

Responsible for managing a diverse array of infrastructure components in Brazil, including 50 servers spanning HP-UX, Windows Server, and Linux platforms, as well as overseeing the execution of both local and global projects. Key Responsibilities: • Conducting weekly meetings with the Regional Team to assess Service Performance across Local, Regional, and Global Teams. • Generating reports derived from Root Cause Analysis of all Emergency Incidents and devising improvement plans accordingly. • Monitoring and ensuring the performance health of Applications, Databases, and Servers using Nagios. • Developing local policies pertaining to Infrastructure, Access Control, Backup and Restore procedures, and Data Privacy. • Creating and reviewing Service Level Agreements with Business stakeholders. • Formulating and implementing Disaster Recovery and Contingency Plans for all Mission Critical Applications/Servers.

Infrastructure Analyst overseeing the management of 50 servers across HP-UX, Windows Server, and Linux platforms, along with applications and the execution of local and global infrastructure projects in Brazil. Key Responsibilities: • Monitoring and ensuring the performance health of Applications, Databases, and Servers using Nagios. Conducting Applications Access Reviews to maintain security standards. • Developing local policies concerning Infrastructure, Access Control, Backup and Restore procedures, and Data Privacy. • Administering and tuning MySQL, SQL Server, and Oracle databases for optimal performance. • Managing and optimizing Apache Tomcat and MS IIS middleware configurations. • Executing Backup and Restore procedures to safeguard critical data. • Reviewing Data Center layout to enhance efficiency and effectiveness. • Contributing to various projects including Avaya Aurea Contact Center implementation, Symantec Endpoint Protection and Altiris projects, and Global ServiceNow implementation.

Responsible to execute activities in IT department at the São Paulo unit, including: • Windows Servers Administration; • Providing hardware support and end-user assistance; • Monitoring dedicated links; • Played a key role in transitioning from the NEC to Phillips telephone system, implementing dialing permissions tailored to user profiles, resulting in significant cost reductions in telephony expenses.

• End User Support/Field Support • Computer Maintenance Technician

• Instructor of Microsoft Windows, Microsoft Office and Computer Maintenance • Computer Maintenance Technician