Doglas Rodrigues Pavan
Service Desk Supervisor · IT Management · Telecom · Infra · Automation · AI
Transforming IT operations through leadership, innovation and continuous improvement. 12+ years delivering concrete results.
More than fixing issues — understanding the root cause.
Professional with over 12 years across Information Technology, Telecommunications and Operations Management. A career built on dedication, continuous learning and delivery of results.
I started as a deployment technician, moved on to Help Desk Analyst and was later promoted to Service Desk Supervisor, leading teams responsible for public sector and enterprise clients.
My goal is to contribute to companies that value innovation, operational efficiency and leadership focused on people and results.
From the field to strategic leadership.
- 12013
Telecommunications Technician
Installation and maintenance of telephony, internet and TV services.
- 22016
FTTH Technician
Deployment of fiber optic infrastructure.
- 32021
Deployment & IP Telephony Technician
Installation of VoIP solutions and telecom infrastructure for public agencies.
- 42023
Help Desk Analyst
Specialized technical support and second-level service for public and corporate entities.
- 52024
Service Desk Supervisor
Management of teams, processes, KPIs and telecom operations in the private and public sectors.
Numbers that speak for themselves.
Real impact on a Service Desk operation serving public agencies and enterprise clients.
Process and operations redesign for greater agility.
Standardization and KPI tracking. Complex cases solved within 4h.
Work Order management app and an AI-powered scheduling app.
Service Desk Supervisor
Telecom operations · Public sector clients
Achievements that build a career.
Practical results delivered across IT management, operations and digital transformation.
Promoted from Deployment Technician to Service Desk Supervisor in recognition of performance and leadership.
Reduced first response time (First Response SLA) from around 2 hours to 15 minutes.
Reduced mean time to resolution (MTTR) from roughly 48 hours to about 2 hours, keeping critical tickets solved within 4 hours.
Implemented operational improvements that raised team performance indicators and increased customer satisfaction.
Developed an internal Work Order management app, automating mileage control, call dispatching and field team tracking.
Reduced technician idle time, increased productivity and improved operational cost control through process digitalization.
Led the rollout of automation solutions using Artificial Intelligence and system integration.
Technology applied to scale results.
A stack combining web development, process automation and Artificial Intelligence with real deliveries.
Web application development
Modern, responsive and results-driven applications.
AI applied to business
AI embedded into real processes for efficiency gains.
n8n
Workflow automation and integrations without heavy infrastructure.
API integration
Scalable connections between systems, data and tools.
Process automation
Eliminating repetitive tasks and reducing manual errors.
Intelligent chatbots
Automated service with context and a human-like experience.
HTML & CSS
Well-structured, accessible interfaces with strong visual identity.
Node.js
Lightweight, efficient backend for APIs and automations.
JavaScript
Business logic, integrations and automation on front and back end.
Ideas turned into live operations.
From field team management to customer experience: solutions built from scratch and validated in daily operations.
Work Order (WO) Management Application
Creator and Functional Developer
AI-Powered Intelligent Scheduling Platform
Concept, development and rollout
From cable to algorithm.
A complete stack covering everything from physical infrastructure to intelligent automation.
IT Management
Telecommunications
Infrastructure
Automation & AI
Skills that drive people and results.
Competencies developed over 12+ years leading teams, projects and transformations.
I build, engage and develop high-performance teams.
I align operations, indicators and business goals.
PDCA cycles and a Lean/ITIL culture applied daily.
Root-cause analysis and sustainable fixes, not workarounds.
Clarity with technical teams, clients and executive leadership.
Balance and professionalism under pressure and during crises.
Decisions driven by data, KPIs and evidence.
Measurable delivery of SLA, MTTR and productivity targets.
Leading transformations with real team buy-in.
Practical use of AI, automation and new technologies.
Digitalizing processes with real efficiency gains.
What makes me different.
Technology goes far beyond infrastructure: it should create efficiency, simplify people's routines and support strategic decisions.
- 12+ years of solid IT experience
A consistent career built on technical depth and strategic thinking.
- Proven growth: from technician to supervisor
Promoted for performance, delivery of results and leadership.
- Leadership of on-site and remote teams
Managing multidisciplinary teams focused on performance and engagement.
- Public sector rollouts and support
Experience with strict SLAs, compliance and high-criticality operations, plus strong relationships with IT Managers and Secretariats.
- Telecom and VoIP specialist
Strong command of infrastructure, SIP, IP PBX and carrier integration.
- Built applications from scratch
2 apps created and validated in live operations, delivering measurable gains.
- Process automation with AI and n8n
Less rework and lower costs through intelligent integrations.
- AI applied to customer support
Humanized AI and assistants that scale capacity without increasing headcount.
- KPI and SLA-driven management
Data-based decisions supported by dashboards and continuous improvement.
- Culture of continuous improvement and innovation
Lean/ITIL mindset applied to day-to-day operations.
Technology Degree in Information Technology Management
SENAC College
Ready for the next challenge.
If your company is looking for a professional with experience in leadership, IT operations management, telecommunications and innovation, I'd be glad to talk.
Send a message