Samuel Wolfgang

Professional Experience

Help Desk Support I

Company: Cencosud S.A
December of 2023 – Present
Aracaju, Sergipe, Brazil

• Analysis and Administration at Points of Sale (POS), having the GNU/Linux Operating System.
• Server Administration, having the GNU/Linux Operating System.
• API Development and Automation Programs.
• Interaction with SQL and NoSQL Databases.
• Meet tickets within the Service-Level Agreement (SLA) metrics presented by the Systems area.
• Provision of Technical Support to employees via Chat, E-mail or VoIP.
• Installation, configuration and maintenance of Desktop Programs.
• Setup and Maintenance of Printers remotely.
• Configuring and Maintaining IP Voice Appliances (VoIP) in Cisco Call Manager.
• Network monitoring using tools such as Grafana and Nagios Core.

Support Technician I

Company: Stefanini Group
October of 2022 – December of 2023 | 1 yr 3 mos
Aracaju, Sergipe, Brazil

Acting in Cencosud SA for the Stefanini Group, he performed the following tasks:

• Analysis and Administration at Points of Sale (POS), having the GNU/Linux Operating System.
• Meet tickets within the Service-Level Agreement (SLA) metrics presented by the Systems area.
• Provision of Technical Support to employees via Chat, E-mail or VoIP.
• Installation, configuration and maintenance of Desktop Programs.
• Setup and Maintenance of Printers remotely.
• Configuring and Maintaining IP Voice Appliances (VoIP) in Cisco Call Manager.
• Network monitoring using tools such as Grafana and Nagios Core.

Applications develoed by Samuel Wolfgang:

• CSConPDV - Central de Serviços de Conexão de PDV:
  - Automation tool to Points of Sale (POS) developed using the languages Batch and Shell Script, in order to save time in the procedures performed by Analysts and Support Technicians at Cencosud S.A.

• API Digital - Consulta Benefícios:
  - API developed using Python language that allows Technicians/Analysts to perform queries of the benefits used by Clients of the Super APP of Cencosud S.A in the Database.

• Monitoramentos – Centro de Soluções:
  - Monitoring system that covers the entire environment Cencosud Brazil, using, in addition to other tools, the Zabbix as main tool; With the aim of bringing information on the status of Scales and PDVs stores, in addition to automatic reporting and automatic loading processes.

• Portal Mesa Centralizada:
  - As a Scrum Master, I am part of a Scrumban team in which we have developed a Unified Portal, where we centralize all kinds of knowledge from certain T.I. team In this team, we adopt agile methodologies and frameworks, for example: Scrum and Kanban in order to improve transparency in the development between those involved, properly document the whole process and ensure an achievable deadline.

• Practice Group - Service Center:
  - In this project, in which I occupy the position of Leader, we propose improvements to the IT team for Cencosud S.A based on the Service Center Management Practice of the ITIL 4 Framework.