Fabio Arão

IT Engineering — Identity & Access Management, endpoint & automation · Porto, Portugal

Data Loss Prevention & AI governance

• Leading the company-wide Data Loss Prevention (DLP) program end to end — requirements gathering, multi-vendor evaluation and phased rollout — under a banking-certification deadline.
• Evaluated Claude and the Model Context Protocol (MCP) for internal tooling ahead of the market; built agentic automation on LLM tooling for identity and access workflows, and authored the company's AI-governance layer (access/role governance, usage quotas, budget controls) mapped to EU AI Act, SOC 2, ISO 27001 and GDPR touchpoints.
• Built Claude enablement material for company-wide adoption and prototyped a Slack-based L1 service-desk AI agent; own incident resolution end to end (root-caused a runaway AI-API cost incident; delivered a cloud security report with six critical/high findings).

Identity & access platform (Okta)

• Own identity lifecycle end to end — built the Okta Workflows new-joiner flow and a Slack-attested, reversible offboarding pattern — and turned Okta Workflows into an operational platform with a naming-convention standard, solution templates and backup/recovery runbooks.
• Designed and built a SaaS access-review & revoke automation (human-in-the-loop Slack prompts, idempotent state, ticketed revocation and audit reporting) that reclaimed ~150 unused seats and turned one-off audits into recurring, self-evidencing campaigns.
• Led selection and rollout of a cross-SaaS backup & recovery platform with twice-daily snapshots and validated live restore; delivered SSO/SCIM lifecycle for multiple SaaS applications.

IT operations, endpoint & support

• Primary escalation point for complex identity and access issues across a large SaaS estate and global offices; administer the macOS fleet (Jamf Pro) and Windows fleet (Intune/Entra) via a nested-group model that inherits compliance, security-baseline and Conditional Access policy with zero per-device configuration.

Porto, Portugal · Remote

• Owned end-to-end resolution of high-priority partner escalations, engaging executive stakeholders, product and escalation teams to drive optimal outcomes against Delivery Partner KPIs.
• Used Power BI to surface improvement areas and lift support efficiency by ~20%, partnering with global Microsoft teams on forward-looking service solutions.

Porto, Portugal

• Owned the service-desk ticket queue and product-level delivery; hands-on across Okta, Workato, Slack, Jira/Confluence, Azure and Microsoft 365, and point of contact for technical escalations.
• Designed process improvements and new automations, and coached teammates through knowledge-sharing and training sessions — the foundation for the platform work above.

• IT Support Analyst · DHL IT Services · São Paulo, Brazil · 2018–2021 — 2nd/3rd-level support for 1,000+ endpoints; managed a field-support vendor team; endpoint-security compliance 95%+ and SLA 98%+.
• IT Services Coordinator / IT Support Specialist · Assistec Informática · São Paulo, Brazil · 2016–2018 — led a 16-person managed-support team across 8 client companies; standardized ITIL-based processes.
• Earlier IT roles · 2010–2015 — Project Coordinator (Datacenter Solutions), IT Analyst (LSK), IT Support Analyst (TIVIT): infrastructure, networking, Active Directory and endpoint security across Brazilian enterprises.