CV

Summary

AI Engineer with a production reliability background. I build LLM pipelines, retrieval systems, and internal AI tooling that engineers actually use. I bring log first thinking, root cause focus, and quality gates from years of Linux infrastructure and support engineering.

Skills

Core Infrastructure

  • Linux Administration
  • Web Servers (Apache, Nginx)
  • DNS and Mail (Postfix, Dovecot)
  • Databases (MySQL, MariaDB)
  • SSL, TLS, and PKI
  • Log Analysis (journalctl, panel.log)
  • Monitoring (360 Monitoring, Grafana, atop)

Languages and Tools

  • Shell Scripting (Bash, sed, awk)
  • PHP (OOP, PHPUnit, Plesk SDK)
  • Python (asyncio, PyTorch, ML pipelines)
  • Git and CI, CD (GitHub Actions)
  • JavaScript and TypeScript
  • Docker and Containerization

Specializations

  • KCS Knowledge Management
  • CMS (WordPress, Magento, Joomla)
  • Security Incident Response (Malware, DDoS)
  • Disaster Recovery (RTO, RPO)
  • AI Enablement, RAG, Prompt Engineering
  • Migration Architecture
  • Cloud (AWS, Azure, DigitalOcean)

Experience

WebPros

Lead Support Engineer Apr 2025 to Present · Lins, São Paulo, Brazil · Remote

  • Highest complexity escalations involving Linux internals, mail stack issues, and security response.
  • Perfect 100% CSAT in 2026 (YTD). 297 tickets closed, 38 rated interactions.
  • Lifetime impact: 3,360+ tickets solved with 97.7% CSAT and 97.2% QA average across 4.5 years at WebPros.
  • Stack coverage: Apache, Nginx, Postfix, Dovecot, MySQL, MariaDB, SSL, TLS, PHP. Across CentOS, Ubuntu, CloudLinux, Windows Server.
  • Security response across HTTP flood, credential stuffing, malware, webshells, SMTP compromise, SPF, DKIM, DMARC, HSTS, DANE.
  • KCS certified knowledge publisher for new incident patterns.

AI Enablement Specialist Jul 2025 to Dec 2025 · Lins, São Paulo, Brazil · Remote

  • Deployed an AI agent handling real customer tickets across Plesk and sister brands.
  • Achieved 10 percent ticket deflection against a 15 percent target.
  • Full scope ownership: tooling selection, prompt engineering, knowledge architecture, quality review, ops handoff.
  • Returned to Lead Support by choice when the system was not ready for unsupervised expansion.

Senior Support Engineer Feb 2024 to Apr 2025 · Lins, São Paulo, Brazil · Remote

  • Promoted Middle to Senior based on ticket quality and documentation impact.
  • Led DDoS triage, malware scoping, and SSL, TLS edge case handling.
  • First Top Engineer of the Quarter award in Q1 2024.

Middle Support Engineer Nov 2022 to Feb 2024 · São José do Rio Preto, São Paulo, Brazil · Remote

  • Owned complex cases without supervisor review.

Support Engineer Nov 2021 to Oct 2022 · Lins, São Paulo, Brazil · Remote

  • First role focused on Linux administration and web server troubleshooting.

Trilogy (Crossover, XO)

L1 Customer Support Agent Aug 2020 to Oct 2021 · Lins, São Paulo, Brazil · Remote

  • Supported Aurea Software, think3, Zephyrtel, and Avolin products.
  • Ranked 3rd in internal L1 learning cohort of 180 people. Ticket productivity above 200 percent of average.

5CA

Gaming Support Agent Apr 2020 to Aug 2020 · Brazil · Remote

  • Supported Epic Games Store, Fortnite, and 2K Games.

Projects

Zendesk Real Time Notifier Chrome extension for real time Zendesk ticket monitoring. MV3 with Playwright E2E tests. https://github.com/barateza/barateza-ticket-notifier-v3

dubweave Fully local AI dubbing pipeline. Download, transcribe, translate, and dub. https://github.com/barateza/dubweave

mcp-plesk-dev-docs MCP server for semantic search over the Plesk documentation corpus with vector embeddings and cross encoder reranking. https://github.com/barateza/mcp-plesk-dev-docs

ddos-analysis Real time DDoS detection and log analysis scripts written during live incidents. https://github.com/barateza/ddos-analysis

Certifications

  • KCS v6 Fundamentals Certification. Consortium for Service Innovation. Feb 2024.
  • AWS Certified Cloud Practitioner. Amazon Web Services. May 2025.
  • Foundational Support. Zendesk. Jul 2025.
  • Plesk Obsidian for Linux Expert. Plesk. Apr 2024.

Education

  • UniCesumar. Associate Degree in Systems Analysis and Development. 2024 to 2025.
  • University of Toronto. Visiting Student in Computer Science. Science Without Borders. 2015 to 2016.

Languages

  • Portuguese. Native.
  • English. C2 Proficient.
  • Spanish. Elementary.

Contact