Livia Lima

Network Analyst

IBM•  September 2009 - November 2019

As a Network Support Analyst, I was responsible for monitoring the network environment of a specific customer and provide support to network incidents. My activities included vendor management, request management, diagnose and resolve network (LAN/WAN) related incidents, send reports on capacity/availability. For most of my time as an analyst, I was responsible for incident management of complex network issues, performance analysis, triage of eligible circuit upgrades, assistance on installations and connectivity technology conversions. Deep knowledge of the client's environment allowed me to work on projects and continuous improvement initiatives. As the tech leader of the team, I was responsible for coordinating projects, generate reports on continuous improvement initiatives and act as a technical adviser for the team on complex issues. I was also responsible for change management and problem management, coordinating the team according to the skill level required for each activity.