Francisco Praia

Remote Operations

Hitachi • Fulltime

Oct 2025 - Present • 10 mos

- Deliver remote operational support for global Hitachi Vantara customers, performing data collection, diagnostic analysis, and proactive system health checks to maintain optimal infrastructure performance; - Scheduled and executed remote microcode upgrades, ensuring environments remained secure, compliant, and up to date while minimizing operational risk; - Collaborated with Customer Engineers and Partners to support remote maintenance activities, enabling successful execution of action plans and resolving escalations efficiently; - Contributed to service quality by documenting technical issues and solutions, enhancing the technical knowledge base, and improving troubleshooting workflows across the team; - Managed multiple customer cases simultaneously in a fast‑paced environment, escalating complex scenarios to specialist teams and ensuring service levels were consistently met; - Designed and maintained a fully custom scheduling system using JavaScript, TypeScript, Node.js, and GitHub & Cloudflare Pages, delivering automated shift planning, regulatory‑compliant coverage, and detailed analytics that enable data‑driven optimization of team workloads and performance.

Microsoft 365 Identity Support Engineer

Microsoft • Fulltime

Jan 2024 - Jun 2025 • 1 yr 5 mos

- Provide exceptional customer support by troubleshooting and resolving issues related to Microsoft 365 Identity, Authentication and other services. This includes collecting logs, analysing data, and delivering effective solutions to customers; - Collaborate closely with team members and other departments, such as Entra ID and product groups, to ensure efficient resolution of customer issues; - Maintain regular communication with customers and colleagues through emails and meetings, keeping everyone updated on the status of ongoing tickets; - Document the steps taken to resolve issues and share this information with the team to enhance future troubleshooting efforts; - Part of a team responsible for producing and managing learning experiences for colleagues in the M365 Identity group.

Support Engineer

Fujitsu • Fulltime

Mar 2023 - Dec 2024 • 1 yr 9 mos

- Provided Customer Technical Support and Troubleshoot for Microsoft Cloud Platforms: Azure Active Directory, Exchange Online, Microsoft Intune, Microsoft 365 Defender & Microsoft Teams; As Well Other Device Management such as: Apple Jamf Pro; - Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills with novice users; - Tracked and Chased Incidents using a web-based ticketing system (ServiceNow).