Contact
813 Agnes St, New Westminster, BC
Marcelo Oliveira
+1 (778) 8696191 (Mobile) Support Leader at Global Relay | IT Manager | Infrastructure
masoliveira85@gmail.com Manager | IT Lead | Support Services
Canada
www.linkedin.com/in/marcelo-
oliveira-47776911 (LinkedIn)
Summary
Top Skills
I’ve been discovering possibilities with technology since 2002. As a
Technically Oriented people manager in the last 10 year, I had the honor to help people
Management
to get engaged, motivated and growing technically. I had opportunity
Virtualization
to manage teams with high skilled IT engineers inside relevant
companies across all Americas, supporting global operations and
Languages
critical businesses with complex environments to transform IT in to
English (Full Professional)
fuel for innovation.

Certifications
Actually in charge of End User IT Support for North America and
CAPM
Europe at Global Relay, our mission is to enable business areas
IELTS CLB7
to create and delivery best in class solutions for our customers in a
ITIL Foundations
timely manner.

Honors-Awards
At Sicredi Credit Union, in charge of the DevOps, Cloud,
Michael Dell Award
Virtualization, Server X86 and Operational System teams, with
Michael Dell Award
twelve high skilled engineers, taking care of people technical and
personal development, contract management of strategic suppliers
and budget management. Also leading strategical projects using
frameworks like CAPM, and concepts such ITIL, Kanban, and others.
I helped Sicredi to make a significant hardware refresh in 3/4 of the
server environment, keeping systems availabilty in 99.9%. Also my
team was accounted to provide DevOps integrations, enabling DEV
teams to deploy environments and new services 5x faster.
While working at Dell Computers helping customers to recover faster
from incidents, I was the Services Support Manager responsible
for the first Dell EMC Storage team in Brazil, with the challenge to
hire a team with mixed skills, like SAN, backup, data replication and
customer focus. This includes also building and driving the correct
training path, what helped reaching good results on service level and
resolution accuracy, highlighting two years in a row with a Customer
Satisfaction Level higher than 95%.

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In 2017 I have concluded my MBA in Business Management at

Uniritter. Before this I have achieved recognized IT management
certifications, such as Certified Associate in Project Management
(CAPM), ITIL version 3 Foundation, and Microsoft MCSA Windows
Server, what helped me to improve and consolidate my skills.

Experienced and successfully at managing IT Projects, Support

Services and Infrastructure Teams with optimism and resiliency,
I'm recognized for build and maintaining trusted professional
relationships, in all business and companies I have previous worked.

Experience
Global Relay
IT Support Leader
January 2022 - Present (9 months)
Vancouver, British Columbia, Canada

Leading Desktop Support Team for North America and Europe at Global
Relay, we are enabling business areas to create and delivery best in class
solutions to our customers in a timely manner.
We are responsible to provide support for more than 1000 employees in day
by day tasks, managing tickets, also creating solutions that foster auto service
and automation, with Windows, Linux and MacOs, using tools like SCCM,
WSUS, Landscape and AirWatch.
Responsible for inventory, purchasing and deploy of hardware and software for
all GR internal users.

Sicredi
IT Infrastructure Leader
July 2018 - November 2021 (3 years 5 months)
Porto Alegre Area, Brazil

Leading the IT Infrastructure team, building a clearpath to the Hybrid Cloud

adoption, using VMware, Kubernets, OpenShift, OpenStack and other
platforms, establishing a secure adoption of AWS and Azure as cloud partners.
Also in charge of disciplines like Automation, Operating System administration
and virtualized environment where all the critical services of the institution are
running. Contract management and negotiation with some of the key suppliers,
people management and technical leadership of a high skilled IT team, with
segmented budget management.

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Main achievements:

• Revision of supplier support scope, with cost reduction of 25% without impact
on availability and stability of the environment.
• Leader of an activity in the IT area that allowed a reduction of 50% of critical
IT incidents when compared to the same period of the previous year.
• Technological refresh in the private cloud environment, allowing
computational gain without adding extra cost to the budget and without
affecting the availability of services.

Dell
10 years 1 month

Enterprise Technical Support Manager

August 2014 - July 2018 (4 years)
Porto Alegre Area, Brazil

Manage technical engineers ,delivering end to end solutions to Enterprise

customers.
Develop individual plans and engage people to grow technically,looking for
known certifications in each IT segment,as well academic and languages.
Hire the right people to sustain the business healthy and growing.
Provide new initiatives based on cost management mindset.
Segmented budget management.

Client Technical Support Manager

June 2012 - August 2014 (2 years 3 months)
Porto Alegre Area, Brazil

People management based on Dell competencies with Integrity and Ethic

skills.
Optimizing resources focused on Operational Costs and better efficiency.
Responsible for the carrer development of technical teams.
Success on initiatives helping the business with a cost reduction , and enabling
our employees with a good option to improve their work life balance.
Start up a new team of technical analysts that have been achieving the
business goals with our values.

Enterprise Support - Technical Lead

February 2010 - June 2012 (2 years 5 months)
Porto Alegre Area, Brazil

Act in technical issues , involving other areas of the business , like Sales ,
Engineering , Quality , Marketing , etc.

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Develop plans to achieve or sustain results in business indicators , as

Customer Experience , Re-Dispatches , etc, including with personal coach .

Technical Support Analyst

July 2008 - February 2010 (1 year 8 months)
Help enterprise customers on technical issues or doubts , based on phone
calls.
Bronze award in 2009 , focused on customer first.

ULBRA
Network Administrator - Junior
2007 - 2008 (1 year)
Maintenance of computers and printers;
Care to remote users;
Creation of back-up routines and use of tools such as Net Backup;
Installation maintenance and configuration of servers;
Knowledge management software on switches and routers;
Virtualization of servers and configuration for Microsoft Cluster for Load
Balancing and High Availability;
Installation and configuration of DHCP servers, DNS, Domain Controllers,
Exchange, migration from NT to 2003;
Configuration and management of Active Directory;

Teledata Inf. e Tec. S/A

Technical Support
2002 - 2005 (3 years)
Provide Technical Support of hardware problems and software, backup data
users, training rooms for assembly, installation and configuration of Microsoft
OS and Linux.

Education
UniRitter
Master of Business Administration - MBA, Administração e
Negócios · (2015 - 2016)

Perestroika
Empreendedorismo e Inovação, Business Administration and Management,
General · (2018 - 2019)

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Universidade Luterana do Brasil

Bachelor's degree, Computer Network's · (2004 - 2008)

Avenue Code
Infra Ágil com práticas DevOps 

Kanban Institute B
Lean Kanban Training 

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