Guilherme Augusto Carniato Francalacci

Professional Summary

A highly capable IT professional with 12+ years of comprehensive experience in IT support, network engineering, infrastructure management, and UAT environment support. Proven expertise in diagnosing and resolving complex technical issues across diverse systems, including Linux/Unix environments, Windows Server, and cloud platforms (AWS - EC2, S3, IAM, CloudWatch). Skilled in network troubleshooting, system administration, virtualization (VMware, Hyper-V, Oracle VirtualBox), and providing exceptional client support. Currently enhancing cloud skills with AWS Certified Cloud Practitioner studies. Eager to apply a strong problem-solving aptitude and broad technical knowledge to a challenging Network or IT Support Engineer role.

Areas of Expertise

Technical Skills

Professional Experience

• Edenred Payment Technologies, United Kingdom

  2024 – Present

  UAT Support Engineer (with IT & Network Support responsibilities)

  Provided critical operational support for UAT platforms, encompassing system administration, network connectivity troubleshooting, and incident resolution within on-prem and AWS hybrid environments. Ensured high availability and performance of testing infrastructure, managing AWS IAM for secure access.

  • Resolved Complex System & Network Issues: Diagnosed and resolved intricate technical problems affecting UAT environments, including server-side issues, network connectivity faults (internal/external), and application performance across Tomcat, Portainer stacks, and AWS services.
  • Proactive Environment Monitoring & Maintenance: Leveraged AWS CloudWatch and internal tools to monitor system health and network traffic in UAT, proactively addressing potential issues to minimize downtime and support continuous testing.
  • Supported Hybrid Cloud Infrastructure: Maintained and troubleshooted UAT environments spanning on-premise data centers and AWS cloud infrastructure (EC2, ECR, S3, IAM), ensuring seamless operation and secure access.
  • Developed Support Tools & Documentation: Created self-service tools and comprehensive documentation ('UAT Bible', Confluence) that reduced recurring support tickets by ~25% and improved troubleshooting efficiency for common IT and platform issues.

• Edenred Payment Solutions, United Kingdom

  2021 – 2023

  UAT Analyst

  Delivered technical support throughout UAT phases, focusing on issue investigation, environment stability, and effective communication with clients and internal technical teams. Utilized Unix and SQL for in-depth troubleshooting.

  • Provided End-to-End UAT Technical Support: Supported clients and internal teams by investigating and resolving technical issues within test environments, ensuring smooth UAT execution for 10+ projects.
  • Utilized Unix/Linux for System Troubleshooting: Employed Unix commands extensively to navigate file systems, check logs, monitor processes, and troubleshoot application and environment issues.

• Self-Employment, Multiple Countries

  2014 – Present

  ICT Analyst and Developer / Network & Support Consultant

  Provided comprehensive IT consultancy, support, and network deployment services for diverse clients. Managed hardware/software installations, server administration, virtualization (VMware, Hyper-V, Oracle VirtualBox), and network infrastructure.

  • Designed & Deployed Client Network Solutions: Assessed client needs and deployed robust network infrastructures, including configuring routers, switches, and firewalls for optimal performance and security.
  • Delivered On-Site & Remote IT Support: Resolved a wide range of technical issues for clients, covering hardware, software, network connectivity, server problems, and virtualization setups, achieving high client satisfaction.

• Msp Cine Video, Brazil

  2014 – 2019

  IT Field Support & Infrastructure Engineer

  Administered and supported critical IT infrastructure, including Windows/Linux servers, network devices, virtualization platforms (VMware, Oracle VirtualBox, Hyper-V), and Microsoft 365 services. Ensured network stability and provided end-user support.

  • Managed Core Network Services & Security: Administered Active Directory, Group Policy, DHCP, DNS, and configured VLANs, Firewalls, and enterprise wireless solutions, ensuring secure and reliable network operations.
  • Maintained High Network Uptime (98%): Proactively monitored and rapidly resolved LAN/WAN issues, server problems, and VPN connectivity, significantly contributing to business continuity.
  • Provided Comprehensive End-User & System Support: Troubleshot Microsoft 365 issues (Exchange, SharePoint, Azure AD, Intune), server, and workstation problems 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, Advanced Network Security Concepts

Languages

English: Fluent    Portuguese: Fluent