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Rafael Frauches Fernandes

IT and Cloud Infrastructure Coordinator

rafael.frauches@outlook.com (21) 99539-9939 linkedin São João de Meriti, Rio de Janeiro, Brazil

I have worked in IT since 2016. I started installing PBX and CCTV systems, moved into support and networking, and today I lead the L2 and L3 team at MTI, with 18 technicians serving 63 corporate clients in education, manufacturing, hospitality, retail and insurance. Day to day I look after Azure, Azure Virtual Desktop, Microsoft 365, Intune, antivirus and EDR and backup, and I personally take the most critical tickets. I like automating whatever is repetitive: I built AI agents that run the technical discovery of client Azure and FortiGate environments.

open to remote or hybrid roles
download resume as PDF (in Portuguese)
18Team
managed
63Corporate
clients
14kTickets/year
team total
99%Personal
closure rate

AI assistant

Ask in plain language about his career, experience or projects. An assistant answers grounded only in the content of this resume.

Experience

L2/L3 Support Coordinator Jun 2022 to present
Múltipla Tecnologia da Informação (MTI), Rio de Janeiro, Brazil
  • I lead 18 L2/L3 technicians serving 63 clients, around 14 thousand tickets per year. I set priorities, track SLAs and handle escalations.
  • I also work tickets myself: around 800 per year, nearly all closed (99%), mostly the critical cases.
  • I administer Azure and the Azure Virtual Desktop environment of a high criticality client, plus Windows servers, Hyper-V and local networks.
  • I rolled out Intune and Autopilot at client sites: device enrolment, compliance policies and application deployment.
  • I look after client Microsoft 365 tenants (Entra ID, Exchange, SharePoint, Teams), including Defender and Purview.
  • I manage antivirus and EDR (SentinelOne, Trellix, Bitdefender, Kaspersky) across several clients, FortiGate firewalls and Acronis backup, including restore testing.
  • I built two AI agents, one for Azure and one for FortiGate, that drive environment discovery through the command line. With them, documentation for every client now follows the same standard.
  • I follow monitoring in Zabbix and use Python and PowerShell to automate reports and team routines.
Technical Support Analyst (junior and mid level) Oct 2019 to Jun 2022
Múltipla Tecnologia da Informação (MTI), Rio de Janeiro, Brazil
  • I installed and configured Ubiquiti UniFi networks at client sites: UDM, switches and access points, with VLANs, corporate and guest Wi-Fi and firewall rules.
  • I did the physical side as well: cabling, rack organisation and activation of network points.
  • I handled L1 and L2 tickets on Windows Server, Active Directory and Microsoft 365, and documented client networks.
Telecommunications Technician Feb 2016 to Oct 2019
Via Digital Comércio e Serviços de Telecomunicações
  • Installation and maintenance of PBX and CCTV systems for companies.
  • Migration of clients to VoIP telephony with cloud hosted 3CX, which led me into networking and then into IT.

Skills

Cloud
Microsoft Azure, Azure Virtual Desktop, Azure CLI, Hyper-V, Windows Server 2012 and later
Microsoft 365
Entra ID, Intune, Autopilot, Exchange Online, SharePoint, OneDrive, Teams, Active Directory, GPO
Security
Defender for Endpoint, Purview, SentinelOne, Trellix, Bitdefender, Kaspersky, FortiGate
Backup
Acronis Cyber Protect Cloud (certified)
Networking
Ubiquiti UniFi (UDM, switches and APs), VLANs, DNS, DHCP, corporate Wi-Fi, cabling, 3CX/VoIP
Monitoring and automation
Zabbix, RMM, PowerShell, Python, Copilot, Claude

Projects

azure-assessment-agent production

Connects to the client environment through Azure CLI and runs read only discovery of identity, network, compute, storage, governance, backup and AI. Produces a working paper, an executive summary with findings ranked by risk and one document per technical domain.

Python, Azure CLI, python-docx
firewall-assessment-agent production

Sibling agent to the previous one, aimed at FortiGate CLI: collects rules, policies and the security posture of client firewalls.

Python, FortiGate CLI
chat-ia-apostilas personal

Semantic search with RAG over the documents of a personal project, with a chat that answers only from that material and user sign up with approval by email.

Python, FastAPI, ChromaDB, Groq
budget-bot personal

Telegram bot that reads purchase screenshots and card statements through computer vision and interprets free text entries, computing the monthly balance.

Python, Telegram Bot API, Groq Vision
infra-self-hosted personal

A VPS of his own with Docker and Caddy as reverse proxy, automatic HTTPS, an observability stack with Prometheus and Grafana and a honeypot lab. This site runs on it.

Docker, Caddy, Ubuntu, Prometheus, Grafana

Education

Postgraduate degree in Artificial Intelligence, UNISUAM2026
Technologist degree in Information Technology Management, Estácio2025

Certifications and courses

Acronis Cyber Protect Cloud: Fundamentals, Advanced Management, Email Security and Backup and Disaster Recovery2024
AZ-104 (Azure Administrator) preparation courses, TFTEC and Ka SolutionTFTEC in progress
Microsoft Azure, SND Academy2023
CCNA, MCSA Windows Server and optical fiber splicing, ADV Informática2019 a 2021
English, intermediate level, with solid reading of technical documentationlanguages