Vinicius Paim

01. About

Who I am

Novo Hamburgo, Brazil, open to relocation to Portugal 🇵🇹

I've been figuring out how technology works for over 20 years, pulling apart my own devices, searching for solutions late at night, refusing to leave a problem unsolved. That curiosity became a career in Support, and more recently, a hands-on path into DevOps and cloud infrastructure.

Senior Support Engineer with 9+ years supporting SaaS, enterprise and high-availability platforms across healthcare, logistics and Omnichannel ERP for clients like Colgate-Palmolive, Nivea Beiersdorf, Reckitt and Natura Latam. I focus on rapid restoration, root cause analysis and long-term prevention, L3 production support, SLA management, war rooms, with hands-on expertise in PostgreSQL, MySQL, SQL Server, .NET, Java Spring Boot, Azure, Linux/Windows Server, IIS, Zabbix and Dynatrace. Pragmatic and results-driven, I always ask: “What’s the fastest safe path to restore service, and how do we prevent recurrence?”, a mindset behind RCA practices that cut delivery time and repeat incidents. Background: IT Diploma (2018), Systems Analysis and Development degree (2024), MBA in Operations and Technology Management (2025), postgraduate in Big Data and Strategic Information Management (2025), and English C1 (EF SET).

Currently building and shipping things in production on Azure: CI/CD with GitHub Actions, Terraform, Prometheus, Grafana, Docker. The full stack, not just the theory. Open to relocating to Portugal, I already hold a Portuguese NIF and qualify for the D3 Tech Visa. Looking for opportunities in Support, SRE or DevOps.

9+ Years Experience

800+ B2B Clients, Brazil → LatAm

90% MTTR Reduction

2.7yr L1 → L3 Journey

🇧🇷 Portuguese Native

🇬🇧 English C1 / Advanced

🇪🇸 Spanish Basic

🇵🇹 Portuguese NIF Issued

🛂 D3 Tech Visa Qualified

02. Experience

Career Timeline

Senior Systems and Support Analyst – L3

Gera Sales Ecosystem

Jan 2026, Present Current Remote

Resolve production incidents across .NET applications and multiple multi-tenant Azure SQL databases under strict SLAs, documenting RCA for critical cases affecting brands such as Colgate, Natura, L'Occitane, Nivea and Jequiti
Investigated recurring Azure Application Insights response-time alerts; identified SQL Server Snapshot Isolation write conflicts (Error 3960) under concurrent promotion processing as the root cause, documenting the mitigation and eliminating repeated false escalations
Recovered 1.2 million rows corrupted in a client production database by reconciling backup data and executing batched correction scripts, zero data loss, no downtime
Diagnose failures in the promotion and order integration engines (pricing errors, Azure Functions host recycling, ERP callback gaps); implement low/medium complexity fixes in C# and SQL Server (triggers, views, stored procedures) with post-deployment validation, unit testing, API testing via Postman and task management in Azure DevOps
Support L1 and L2 teams on Zabbix and Dynatrace monitoring and incident triage; participate in on-call 24/7 rotations and war rooms for critical incident management
Contributed observability recommendations in Dynatrace configuration sessions for the mobile application gateway API, improving the monitoring flow for the support team across reseller end-user mobile devices

.NETAzure SQLC#SQL ServerZabbixDynatraceApplication InsightsPostmanAzure DevOps

Systems Analyst Consultant

Tribunal de Justiça do RS

Jun 2025, Present Current Remote · Freelance

Conduct court-appointed forensic analysis of systems, software, databases and IT infrastructure, producing expert reports that support judicial decisions
Apply RCA methodology to disputed system failures using logs, SQL evidence and processing data, and validate technical contractual compliance

RCASQLForensicsExpert Reports

Senior Systems Analyst – L3

Rodosoft Tecnologia

Sep 2025, Dec 2025 4 mo On-site

Led a sustaining team of 2 developers as Tech Lead Systems Analyst and implemented an operational governance model with Jira Service Management and Elasticsearch, increasing team adoption from 29% → 85% in 4 months
Reduced production bugfix and hotfix delivery time by approximately 90% through structured prioritisation with the GUT Matrix, based on business impact
Drove the migration from a legacy help desk to Jira Service Management, improving traceability and knowledge sharing, and acted as technical liaison between Support and Engineering in .NET investigations with documented RCA
Installed, administered and triaged production incidents with Dynatrace OneAgent (L3) on a passenger road-transport platform serving 300+ clients across 9 Brazilian states, using Elasticsearch for log correlation across on-premise Windows Server environments
Configured host groups, alerting thresholds and naming rules as part of the observability setup for the .NET application stack

JiraElasticsearchDynatrace.NETWindows ServerRCAGUT Matrix

Senior Systems and Support Analyst – L3

Animati PACS | RIS | Workstation

Oct 2023, Jul 2025 1.10 years 4.7 years at Animati Remote

Provided L3 support to 800+ users across Windows and Linux (Ubuntu Server) environments running Java applications, diagnosing and resolving complex production issues through in-depth analysis and detailed diagnostics
Managed AWS, NGINX, Apache Tomcat and dcm4chee services via terminal and supported database versioning and deployment with Flyway, reducing release validation failures
Sustained SLAs through proactive monitoring with Zabbix and Dynatrace, managing the full incident lifecycle from documentation through resolution and escalation
Led war rooms with Product, Business and Infrastructure teams during client update issues and production incidents, shortening resolution cycles and improving SLA adherence
Delivered specialized training to peers and users, and produced technical documentation in Jira, Zoho Desk and Movidesk, contributing to continuous SLA improvement
Installed, configured and administered Dynatrace OneAgent (L3) across Linux hosts running the RIS (Radiology Information System), a VSaaS and on-premise solution serving 800+ healthcare clients across Brazil and Portugal

JavaLinuxAWSZabbixDynatraceNGINXTomcatdcm4cheeFlywayJira

Career progression at Animati

Mid Systems and Support Analyst – L3 Apr 2023 – Sep 2023 · Remote

Promoted to Senior Systems and Support Analyst – L3 based on deep product and systems knowledge, fast and accurate troubleshooting, ability to handle hard and complex cases, and mentoring of newer team members.

Mid IT Support Analyst – L2 Feb 2022 – Mar 2023 · Hybrid

Promoted to Mid Systems and Support Analyst – L3 based on strong ownership and advanced troubleshooting capability.

Junior IT Support Analyst Jan 2021 – Jan 2022 · On-site

Promoted to Mid IT Support Analyst – L2 based on performance and increasing technical responsibility.

Junior IT Support Analyst

Labimed Análises Clínicas

Nov 2019, Dec 2020 1.2 years On-site

Configured and maintained Red Hat Linux servers in a 24/7 clinical production environment, ensuring reliability and uptime for laboratory operations
Developed a corporate PHP website integrated with the Pagar.me payment gateway and negotiated fees directly with the provider, reducing transaction and operational costs
Provided 24/7 on-call support with advanced troubleshooting across Linux, network and application layers

LinuxRed HatPHP24/7 Support

Telecommunications Support Technician

RCE IT

Aug 2017, Sep 2019 2.2 years On-site

Acted as single point of contact (SPOC) for Vivo Telefônica's B2B shopping centre account, coordinating field technicians in corporate telecom installations and activations
Performed preventive and corrective maintenance on fiber optic infrastructure, copper pair panels and Huawei antennas, sustaining service availability for the account
Managed the active and inactive client portfolio with structured operational control and service tracking

TelecomField LeadershipFiber Optic

IT Support Technician Intern

CIEE — Centro de Integração Empresa-Escola

Apr 2017, Aug 2017 5 mo On-site

Provided hardware and software support, building the foundation for a career in systems analysis and support

HardwareSupport

03. Skills

Technical Stack

⚡ Support & Operations

Production Support L3 Incident Management Root Cause Analysis SLA / SLO War Room On-Call 24/7 ITIL GUT Matrix

💻 Languages & Databases

C# / .NET

Java

Python

PHP

SQL Server

MySQL

PostgreSQL

Bash / Shell

🏗️ Infrastructure & Cloud

Linux (Ubuntu, Red Hat)

Windows Server

Azure

AWS

Docker

NGINX

Tomcat

⚙️ DevOps & CI/CD

Terraform

GitHub Actions

Jenkins

Azure DevOps

Docker / Compose

Flyway

📊 Observability

Prometheus

Grafana

Elasticsearch

RabbitMQ

Zabbix

Dynatrace

🔍 Log Analysis

🔧 Tools & Workflow

Jira / Jira Service Mgmt

Git

GitHub

Postman

Zoho Desk

📋 Movidesk

🎫 GLPI

Swagger / OpenAPI

04. Projects

Featured Work

A selection of personal and learning projects on GitHub.

AsyncOrders Private

Distributed backend using .NET 10 with RabbitMQ, Outbox/Inbox Pattern, automatic retry, Dead Letter Queue (DLQ), and automated tests with real containers. Enterprise-grade message-driven architecture.

.NET 10 C# RabbitMQ Outbox Pattern Docker xUnit

DeliveryFlow API Public

Full-stack cloud project deployed in production on Azure: App Service, PostgreSQL Flexible Server, Azure Container Registry, RabbitMQ, Prometheus + Grafana. Infrastructure as code with Terraform. CI/CD via GitHub Actions (multi-env: dev / test / hml / prod).

Java 17 Spring Boot Azure Terraform GitHub Actions RabbitMQ Prometheus Grafana PostgreSQL Docker

PyPACS Private

Python system for DICOM image management and communication between physicians and patients. Built from hands-on experience supporting Animati's medical imaging infrastructure.

Python DICOM dcm4chee Medical Imaging

AgendaMed Private

Full-stack medical scheduling system with Java Spring Boot backend and TypeScript frontend. Demonstrates end-to-end development capability across the full application stack.

Java Spring Boot TypeScript Full-Stack REST API

View all on GitHub

05. Education

Academic Background

🎓

Postgraduate (Lato Sensu) — Specialization

Big Data & Strategic Information Management

UNIASSELVI (IERGS) 2025 GPA 9.67 / 10

🎓

Postgraduate (Lato Sensu) — MBA

Operations & Technology Management

UNIASSELVI (IERGS) 2024 - 2025 GPA 9.27 / 10

🎓

Upper Technologist Degree

Systems Analysis & Development

UNIASSELVI 2022 - 2024 GPA 8.86 / 10

🏫

Technical Degree

Information Technology

FISMA Technical School 2017 - 2018 Graduated with Distinction

Certifications

Oracle Cloud Infrastructure 2025 — Foundations Associate — Oracle (2026)

Microsoft Azure Essentials Professional Certificate — Microsoft (2026)

Claude Code in Action — Anthropic Education (2026)

Model Context Protocol: Advanced Topics — Anthropic Education (2026)

Introduction to Agent Skills — Anthropic Education (2026)

Dynatrace Essentials — Dynatrace (2026)

Cloud DevOps — Intel (2026)

MongoDB Database Admin — MongoDB (2025)

Oracle Data Platform 2025 — Foundations Associate — Oracle (2025)

DataCamp — Data Analyst Associate (2025)

EF SET English Certificate — C1 Advanced (2024)

Curso Web JavaScript Course — Udemy (2023)

Java Course — Udemy (2023)

Learning ITIL® (2019) — LinkedIn Learning (2022)

Técnicas Avançadas de Scrum — LinkedIn Learning (2022)

JavaScript Algorithms and Data Structures — freeCodeCamp (2022)

Military Merit Award — Brazilian Army (2013)

Who I am

Career Timeline

Senior Systems and Support Analyst – L3

Systems Analyst Consultant

Senior Systems Analyst – L3

Senior Systems and Support Analyst – L3

Junior IT Support Analyst

Telecommunications Support Technician

IT Support Technician Intern

Technical Stack

⚡ Support & Operations

💻 Languages & Databases

🏗️ Infrastructure & Cloud

⚙️ DevOps & CI/CD

📊 Observability

🔧 Tools & Workflow

Featured Work

AsyncOrders Private

DeliveryFlow API Public

PyPACS Private

AgendaMed Private

Academic Background

Big Data & Strategic Information Management

Operations & Technology Management

Systems Analysis & Development

Information Technology

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