Diogo S•••

About

On the record

I am an IT Analyst with solid experience in Application Management Services (AMS), focusing on Incident, Problem, and Change Management in critical IT environments. Skilled in ServiceNow, Senior (HR/PortalRH), Credit Portal, SAP PO integrations, and Microsoft Windows systems, I ensure service continuity by managing alerts, coordinating vendors, and validating system changes. My daily activities include: • Incident, Problem, and Change Management (ITIL) • Monitoring infrastructure, applications, and security systems • Operational control of alerts and events • Validation of scheduled changes and reporting in ServiceNow • Support for corporate systems (Senior, Credit Portal, ServiceNow, Windows, SAP PO integrations) • Troubleshooting integrations (FTP/IIS, NTFS permissions, end-to-end file flows) I also contribute to continuous service improvement, conduct user training, and collaborate with global teams to improve processes and service delivery. Core Skills: • ITIL (preparing for ITIL Foundation certification) • Incident, Problem & Change Management • Windows Server & NTFS Permissions Management • FTP/IIS Administration • ServiceNow dashboards & reporting • Vendor management & process coordination • Troubleshooting & root cause analysis Soft Skills: • Clear communication & teamwork • Problem-solving & decision-making • Leadership & cross-functional collaboration • Continuous learning & adaptability My career goal is to grow into Mid-level, Senior, and ultimately IT Specialist, always driving efficiency, service quality, and innovation in IT operations. diogosavi2@gmail.com |+55 (11) 99381-3847