Guilherme Augusto Carniato Francalacci

Professional Summary

A results-oriented IT professional with 12+ years of experience, now keenly focused on AWS Cloud Engineering and Support roles. Proven ability to enhance service availability, troubleshoot complex cloud and on-premise issues, and develop impactful support tools. Practical AWS experience (EC2, ECR, CloudWatch, S3, IAM) is complemented by ongoing AWS Certified Cloud Practitioner studies (expected July 2025) and a passion for leveraging cloud technologies to drive efficiency and client satisfaction. Eager to contribute SQL, Unix, Jenkins, and Portainer expertise to a dynamic cloud team.

Areas of Expertise

Technical Skills

Professional Experience

• Edenred Payment Technologies, United Kingdom

  2024 – Present

  UAT Support Engineer

  Delivering IT service operations for User Acceptance Testing (UAT) platforms, focusing on system monitoring, problem management, and SLA adherence. Proactively developing tools to enhance team efficiency and reduce support overhead. Optimizing client testing environments and ensuring high satisfaction through expertise in SQL, Unix, Java, Portainer, Jenkins, and AWS services.

  • Pioneered Self-Service Tooling & Efficiency Gains: Proactively designed, developed, and deployed a suite of self-service tools via a custom internal portal (using Java, JavaScript, HTML, CSS), empowering UAT, Project, and Service Management teams. This initiative reduced direct support ticket volume by approximately 25%, slashed time for personal daily repetitive tasks by over 90%, and enabled the team to expand support capabilities and improve responsiveness to new incidents.
  • Enhanced Platform Stability & Reduced Downtime: Became a subject matter expert (SME) on the UAT platform, proactively identifying and resolving critical issues across on-prem (Tomcat, Portainer) and AWS environments (EC2, ECR), significantly improving service availability for clients, resulting in an estimated 20% reduction in platform-related downtime.
  • Streamlined Testing Processes: Authored Postman automation scripts for WebAuth, Web Services, and MAC hash generation, reducing manual testing effort by an estimated 20% and enhancing data accuracy for financial transaction simulations.
  • Improved Incident Response: Instrumental in decreasing UAT platform downtime by establishing efficient team communication channels and actively assisting with Jenkins deployments and mitigating issues related to Portainer stacks and critical application services.
  • Proactive AWS Environment Management: Leveraged AWS CloudWatch for monitoring UAT environment resources (EC2 instances, ECR repositories), enabling early detection of potential issues and contributing to optimized performance.
  • Drove Knowledge Sharing: Maintained and updated the comprehensive 'UAT Bible' and Confluence documentation, creating an invaluable resource that reduced recurring issues by an estimated 15% for UAT and Paytech teams.

• Edenred Payment Solutions, United Kingdom

  2021 – 2023

  UAT Analyst

  Provided dedicated UAT support for new projects and system changes, leveraging SQL, XML, and Unix commands for issue investigation and resolution. Ensured clients were effectively supported during testing, managing issue queues and collaborating with internal teams.

  • Facilitated Successful Project Delivery: Supported UAT for 10+ new projects and major system changes, ensuring timely identification and resolution of defects, contributing to on-time project go-lives.
  • Effective Issue Management: Managed and resolved an average of 25+ UAT issues per week, utilizing SQL queries and Unix commands to diagnose technical problems, minimizing client testing disruptions.
  • Cross-functional Collaboration: Worked closely with development, testing, and product teams to ensure clear communication and swift resolution of UAT defects, improving overall test phase efficiency.

• Self-Employment, Multiple Countries

  2014 – Present

  ICT Analyst and Developer

  Delivered comprehensive IT solutions including network deployment, software/hardware installation, and Windows/Linux server administration. Provided technical assistance and managed client relationships.

  • Provided end-to-end IT solutions for major clients (SUBWAY, MCDONALD'S, SANTANDER), consistently achieving 100% problem resolution and high client satisfaction through effective technical support and communication.
  • Managed Diverse IT Infrastructure: Administered Windows and Linux servers, deployed networks, demonstrating broad technical expertise.

• Msp Cine Video, Brazil

  2014 – 2019

  IT Field Support & Infrastructure Engineer

  Provided comprehensive IT support including Windows/Linux Server administration (Hyper-V, Active Directory, GPO, DHCP, DNS), network configuration (VLANs, Firewalls), and virtualization (VMware, Oracle). Monitored storage solutions and administered Microsoft 365 services.

  • Ensured High Network Stability: Maintained network infrastructure with 98% stability through proactive monitoring and rapid troubleshooting of server, workstation, and LAN/WAN issues.
  • Reduced Mean Time To Repair (MTTR) by 18% through efficient troubleshooting methodologies and proactive preventative maintenance.
  • Administered Critical Systems: Managed Active Directory, Exchange, SharePoint, and Azure AD, ensuring secure and reliable access to essential business services for 200+ users.

Education & Certifications

• AWS Certified Cloud Practitioner – Amazon Web Services (In Progress – Expected July 2025)
• B.S. in Computer Network Technology – FATEC, Brazil | 2018
• B.S. in Marketing and Advertising – UNIP, Brazil | 2015
• A.A.S. in Computing Technology – ETEC, Brazil | 2012
• Cisco CCNA: Routing & Switching – (Multiple Modules) | 2016-2017

Professional Development

Currently Learning: React, Node.js

Languages

English: Fluent    Portuguese: Fluent