Gustavo Novais
Verified Expert in Engineering
IT Support Analyst and Developer
São Paulo - State of São Paulo, Brazil
Toptal member since May 15, 2026
Gustavo is an IT support analyst with experience in technical support, Azure environments, and IT Service Management (ITSM). He provides N1 and N2 technical support for international users. Gustavo focuses on troubleshooting Azure Virtual Desktop (AVD) environments, incident management, and user support within global operations.
Portfolio
Experience
- Python - 5 years
- Soldering - 4 years
- Azure - 3 years
- ServiceNow - 3 years
- Management - 3 years
- Spanish - 2 years
- Printer Repair - 2 years
- Claude - 1 year
Preferred Environment
Azure, ServiceNow
The most amazing...
...experience I've had involves assisting users in solving technical issues efficiently and making their daily work smoother and less stressful.
Work Experience
IT Analyst
Tech Mahindra
- Handled and resolved a significant volume of incidents, leading to a promotion.
- Trained new employees and assisted in team onboarding and integration.
- Demonstrated leadership skills during critical and emergency situations.
Technical Support Specialist
BelEnergy Energia Solar
- Managed and resolved warranty requests while maintaining efficient ticket tracking through ITSM tools such as Jira and HyperFlow.
- Collaborated effectively with international teams using English for technical communication and incident coordination.
- Improved ticket handling efficiency by maintaining accurate documentation and follow-up processes.
Experience
SMS Evidence Collector
The project was created to reduce friction in traditional evidence collection processes that often rely on email, screen sharing, or complex verbal instructions, thereby increasing incident resolution time.
The solution uses Azure Communication Services for SMS delivery, Azure Functions as a serverless back end, Azure Blob Storage for temporary file storage, and ServiceNow API integration for automatic attachment handling. Analyst authentication is managed through Azure AD.
The system was developed with a focus on automation, user experience, and LGPD compliance, using temporary links with automatic expiration and no permanent retention of personal data.
Education
Higher Technology Degree in IT Management
FATEC - Franco da Rocha, São Paulo, Brazil
Certifications
Certificate of Completion: Claude 101
Anthropic
EF SET Certificate
EF SET
Skills
Tools
Trello, Jira, Claude
Platforms
Azure, Raspberry Pi
Languages
Python 3, HTML, Python, SQL
Paradigms
Management
Other
ServiceNow, Development, Soldering, ITSM, Printer Repair, Computer, Smart Solutions, English, Spanish, LGPD, Electronics, HyperFlow
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