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IT Analyst

Pedro Henrique Moreno

I work with systems support, ERP, MES, databases and automation. I have experience in multi-site environments, focused on service stability and process improvement.

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Results

A number without context is decoration.

Every figure below comes from my résumé, and comes with what it actually means in day-to-day operations.

  • 4

    years in application support

    Four years at the same industrial group and three roles: from tier 1 support to IT Analyst, with a growing scope at every step.

  • 3

    plants supported

    São Paulo, Paraná and Pernambuco in parallel. Every change has to work in three different operational realities.

  • ≈ 285

    machines in the current estate

    The current estate across all three plants: hardware, software and printing availability.

  • 50 +

    management reports built

    In SQL and PL/SQL on the Oracle base, for tax, sales, procurement, production planning and finance. Most became part of the decision routine.

  • ≈ 200

    Microsoft 365 licences administered

    The full identity and communication cycle: Active Directory with GPO, Entra ID and Exchange Online across three plants.

  • ≈ 20

    tier 1–2 tickets per week

    Average advanced support load for ERP and MES — the volume that forced me to build a method instead of improvising.

  • N1–N3

    support tiers covered

    From first contact through to the analysis that closes the problem, without depending on a hand-off to another tier.

  • Focco → SAP

    SAP

    I support SAP operation after go-live, helping business areas through the transition from Focco to the new ERP — the highest-impact project in my role today.

Real cases

Operational problems, solved with technology.

Two cases, described from the problem through to the lessons learned. No showcase projects: both happened in production, with real users waiting on the other side.

Product labelling and load picking

An error that leaves the warehouse comes back as a return. We attacked it at the source: the check itself.

My contribution

  • Analysed the loading flow at each plant and adjusted the parameters for the quirks of each one.
  • Configured the Zebra TC22 scanners and the label layout, with a QR code tying the production label to the loading label.
  • Redesigned the loading flow with the teams and ran the go-live training.
  • Stayed close through hypercare, solving problems and operator difficulties until the routine held on its own.

Outcome

A sharp drop in loading and delivery errors, with checking no longer depending on the operator’s memory.

  • Zebra TC22
  • QR Code

Corporate intranet for three plants

Internal communication scattered across email, notice boards and memorised extensions — brought together into one entry point.

My contribution

  • Built the corporate intranet in PHP and JavaScript.
  • Centralized announcements, system access, phone extensions and the cafeteria menu in one place.
  • Kept the application running throughout the period, evolving it as the business areas asked.

Outcome

Internal communication across the three plants centralized in a single entry point, maintained in-house and with no licence cost.

  • PHP
  • JavaScript
Who I am

From my first IT job to Analyst, at the same company.

Four years, three roles and a scope that only grew. I did not change companies to move up — I changed problems.

Since July 2025 I have been an IT Analyst, with a growing focus on corporate application support. I work with ERP, MES and business processes across all three plants, lead continuous improvement and support SAP operation after go-live, through the business transition from Focco to the new ERP. Zabbix and Grafana support service visibility; the centre of my work is turning operational incidents and demands into solutions that hold up.

My education tracked the same path: I completed the technologist degree in Systems Analysis and Development at FATEC and a postgraduate programme in Management Systems with a focus on SAP, at FETES — Faculdade de Educação e Tecnologia do Espírito Santo. Four years at the same company was not standing still — it was enough time to understand the business from the inside. That is what lets me talk to a developer, a DBA, a manager and a factory operator without switching vocabulary halfway through the sentence.

The same ticket showing up for the fifth time is not a support problem. It is a process problem.

Where this way of working came from

None of this came from a course. Grupo Umaflex was my first job in IT — I joined in 2022 while still finishing my degree at FATEC. The method was built one ticket at a time, in the order the problems forced me to learn: document first, then investigate properly, then prove it with data, then automate.

Grupo Umaflex — 3 roles at the same industrial group · 4 years and 3 months

  1. IT Analyst

    Current Jul 2025 — present
    Support tiers
    N1 N2 N3

    Application support and IT services across three plants, focused on ERP, MES and business processes.

    The challenge

    Supporting critical systems and processes through the go-live and stabilization of the new ERP.

    • ManageEngine ServiceDesk Plus
    • Focco ERP
    • PPI/MES (WEG)
    • SAP
    • Oracle
    • SQL
    • PL/SQL
    • Active Directory / GPO
    • Microsoft 365
    • Zabbix
    • Grafana
    Deliverables and context of this role

    Key deliverables

    • I support applications and IT services across 3 plants (SP/PR/PE); the current estate has around 285 machines.
    • I maintain tier 1–3 support, the ManageEngine help desk and the Microsoft environment (AD/M365), with priority on systems and the ERP project.
    • I use Zabbix and Grafana to support service continuity, following alerts that may impact operations.
    • I support SAP operation in production after go-live, through the business transition from Focco to the new ERP.
    • I lead continuous improvement projects that eliminated rework and recurring tickets across business areas.
    • In Focco, I built reports and automations that replaced manual tasks and sped up decisions for the user areas.

    The role consolidated application support as the centre of my work. I support SAP operation in production after go-live, working with business areas and vendors through the transition from Focco to the new ERP. In Focco, I turned manual work into reports and automations to make decisions more consistent.

    Zabbix and Grafana support service continuity: they help identify signs of unavailability, but do not replace investigation of the system and the underlying process.

  2. Senior IT Assistant

    Dec 2023 — Jul 2025
    Support tiers
    N1 N2 N3

    Tier 1 and 2 support for ERP and MES, in-house development and Microsoft environment administration across three plants.

    The challenge

    Handling the advanced support volume without the same problem coming back — and proving every diagnosis with data rather than impressions.

    • Oracle
    • SQL
    • PL/SQL
    • PHP
    • JavaScript
    • Active Directory / GPO
    • Microsoft 365
    • Entra ID
    • Exchange Online
    • Focco
    • MES
    Deliverables and context of this role

    Key deliverables

    • Provided advanced (tier 2) support for the ERP and MES, handling an average of 20 tickets per week with troubleshooting and root cause analysis.
    • Built more than 50 management reports (tax, sales, procurement, production planning, finance) via SQL and PL/SQL queries on the Oracle base — most of them absorbed into how those teams make decisions.
    • Implemented the product labelling system and the load picking project, sharply reducing loading and delivery errors, including team training and rollout follow-up.
    • Installed tablets at production stations for shift leaders to consult indicators.
    • Administered Active Directory (GPO), around 200 Microsoft 365 licences, Entra ID and Exchange Online across the 3 plants.
    • Developed and maintained the corporate intranet (PHP/JS) — announcements, system access, phone extensions and the cafeteria menu, centralizing internal communication.

    This is the densest period of the journey and the one that defined the professional I am today. Advanced support for the ERP and MES forced me to stop treating symptoms: at around twenty tickets a week, only root cause analysis actually shortens the queue.

    It is also when the database stopped being the DBA’s business and became my main tool. The queries I wrote to diagnose turned into deliverables — more than fifty management reports that today support decisions in five different areas of the company.

    And it is when I left the IT room. Product labelling and load picking are shop-floor projects: they require understanding the process before the system, training the team and following the rollout until the routine holds without me.

  3. Junior IT Assistant

    Jun 2022 — Dec 2023
    Support tiers
    N1 N2 N3

    My first job in IT, while finishing university: tier 1 support across three plants and help desk operation.

    The challenge

    Absorbing the tier 1 volume across three plants while, at the same time, attacking the cause of the tickets that kept coming back.

    • ManageEngine ServiceDesk Plus
    • Windows Server
    • Active Directory
    • Microsoft 365
    Deliverables and context of this role

    Key deliverables

    • Provided tier 1 support across the 3 plants, ensuring availability of hardware, software and printers.
    • Operated the help desk in ManageEngine (ServiceDesk Plus): logging, categorizing and resolving tickets within the support workflow.
    • Built out the help desk knowledge base, with manuals and resolution articles that reduced repeat tickets.

    The starting point — and my first job in the field, taken while I was finishing the technologist degree in Systems Analysis and Development at FATEC. Handling tier 1 across three plants teaches you very quickly the difference between urgency and priority, and how to recognise a pattern: one ticket is a ticket; the same ticket five times is a process that was never properly resolved.

    That reading is what led me to build out the help desk knowledge base. Documenting a resolution is not bureaucracy: it is the cheapest way to take volume out of the queue and to make support less dependent on who happens to be on shift.

Certifications and education

The formal foundation behind the practice.

A degree in systems analysis and development, a postgraduate specialization in management systems with a focus on SAP, and certifications in the platforms I support.

Education

Certifications

  • Completed

    Oracle Database Design

    Oracle

    The formal foundation of what I do most: understanding the data model before querying it. That is what separates a query that answers the question from a query that merely returns rows.

  • Completed

    SAP BTP Developer

    Megawork Consultoria

    Extension and integration on the SAP platform. Chosen because of the ERP migration under way: whoever supports SAP needs to be able to discuss customization, not just report it to the vendor.

  • Completed

    ITIL 4 Foundation

    PeopleCert

    Formalized the service management vocabulary I already practised: incident, queue, categorization, SLA and continuous improvement. A well-named process is a process that does not depend on who is on shift.

Contact

Shall we build better solutions?

If you are looking for someone who understands application support, ERP, databases and automation — and who speaks the language of the business — it is worth a conversation.

Conchal · SP · Brasil I usually reply within the same business day.
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