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Mateus de Grande

Property Systems Technical Engineer

Sao Paulo, State of Sao Paulo, Brazil

4+ Years Exp

Summary

Mateus is a Property Systems Technical Engineer with experience implementing and supporting Oracle OPERA Cloud PMS and MICROS Simphony POS systems across the hospitality industry. He has worked on end-to-end configuration, deployment, and post-implementation support, ensuring smooth system transitions and reliable operations for hotel clients. He is skilled in IT Service Management (ITSM), incident tracking, and root cause analysis, effectively diagnosing and resolving complex software and hardware issues while maintaining SLA compliance. He has conducted user training sessions, provided documentation, and delivered tailored solutions to meet client requirements. He has a strong background in front-office operations and technical support. He combines hospitality expertise with system management skills to drive operational efficiency, user satisfaction, and service excellence in cloud-based property systems.

Technical Skills

Detailed View

Microsoft Office

OPERA Cloud

Oracle Implementations

Oracle Identity Manager

IT Service Management System

Cloud Transition

Incident & Root Cause Analysis

Documentation & End-User Training

ITSM

ServiceNow (ITSM / Ticketing)

System Management

Oracle Provisioning & Configuration

IT Management

MICROS Simphony

Microsoft SQL Server

Other Skills

English

Portuguese

Spanish

Work Experience

Technical Support Specialist

HRS Hospitality and Retail Systems

Full Time | 01/12/2024 - Present

Remote | LATAM

Provided front-end technical support for Oracle Opera Cloud PMS across hotel chains, resolving user and configuration issues during and post cloud transition.
Led end-to-end implementation cycles including provisioning, configuration, and deployment in collaboration with Oracle and client IT teams.
Managed ServiceNow-based ticketing queues, resolving 6–12 monthly L2 scenarios and 20+ L1 tickets while maintaining SLA and KPI compliance.
Coordinated troubleshooting with vendors and internal teams to ensure Opera Cloud uptime and minimize disruptions.
Assisted in Opera Cloud migration projects from on-premises systems, ensuring smooth adoption and user readiness.
Developed detailed user documentation and training materials customized for non-technical hospitality staff.
Supported MICROS Simphony POS configurations and integrations in select client environments.
Engaged with international clients (Hyatt, Accor, Lacoste) across EMEA and Americas regions, ensuring high-quality service delivery.
Diagnosed and resolved complex hardware and software issues at Level 2, ensuring minimal disruption to client operations.
Logged and tracked all incidents and service requests through the IT Service Management (ITSM) system to maintain transparency and accountability.
Conducted user training and knowledge transfer sessions to enhance operational efficiency and customer experience.
Delivered tailored technical solutions to meet diverse client requirements, ensuring full alignment with business and system needs.
Drove operational excellence by maintaining high service quality standards and adhering to ITSM and SLA compliance.

Systems Analyst

Netlogic

Temporary | 23/07/2024 - 06/12/2024

Remote | Brazil

Diagnosed and resolved complex hardware/software issues at Level 2, escalating to higher-level teams as necessary.
Documented standard operating procedures (SOPs) and troubleshooting guides to improve knowledge sharing and internal support capabilities.
Managed incidents and service requests using IT Service Management (ITSM) systems, ensuring accurate logging and timely resolution.
Supported Linx POS, Linx OmniPOS, UX, and Oracle Simphony systems for retail operations.
Implemented and monitored IT security policies, ensuring compliance with data protection and regulatory standards.
Conducted root cause analysis (RCA) on security incidents and implemented corrective measures to prevent recurrence.
Stayed updated with emerging technologies through continuous learning and professional development.
Collaborated across project teams to enhance system reliability, workflow efficiency, and support documentation.

Support Engineer - Opera PMS Implementation

Oracle

Full Time | 01/05/2023 - 01/12/2024

Remote | LATAM

Hyatt Properties, Atrio Hotel Management, Netlogic Technology, RM1 Technology

Implemented Oracle Opera PMS for multiple hospitality clients, leading configuration, data migration, and user acceptance testing.
Handled front-end troubleshooting and post-go-live support in collaboration with Oracle cloud teams.
Managed ticket lifecycle in ServiceNow, documenting incidents, resolutions, and user feedback for continuous improvement.
Conducted root cause analysis on recurring support issues and implemented preventive measures to reduce future escalations.
Maintained system documentation covering configuration changes, provisioning steps, and operational guides.
Delivered user training sessions for hotel staff transitioning from on-premise to cloud platforms.
Monitored VM servers hosting Opera environments, ensuring stability and performance during deployments.
Supported POS and PMS integration to align with business workflows.
Managed requirement gathering, configuration, and go-live support to ensure smooth system transitions.
Collaborated with client and internal teams to customize PMS functionalities according to operational workflows.
Ensured successful deployment of Oracle solutions through proactive issue tracking, documentation, and post-implementation support.
Enhanced user adoption by providing detailed system documentation and knowledge-transfer materials.
Contributed to improved customer satisfaction by aligning Oracle product delivery with specific client expectations.

Night Auditor

Hotel Municipal de Araraquara

Full Time | 19/05/2022 - 04/05/2023

São Paulo, State of São Paulo, Brazil

Conducted nightly audits ensuring accuracy in financial transactions, room postings, and revenue reconciliation.
Verified daily front desk operations, accounts payable, and receivable entries to maintain financial integrity.
Oversaw nightly reception services and ensured compliance with hotel accounting and operational standards.
Generated and submitted daily reports summarizing occupancy, revenue, and discrepancies to management.
Ensured smooth guest experiences during overnight operations by managing late check-ins, billing issues, and inquiries.

General Manager

Zero Grau Beverage Tank

Full Time | 22/10/2020 - 03/12/2021

São Paulo, State of São Paulo, Brazil

Managed overall business operations, including sales, purchasing, inventory, and team supervision.
Led a team of eight employees, defining performance goals and ensuring productivity and accountability.
Developed and executed sales strategies, driving revenue growth and market expansion.
Controlled daily operations, verified revenue accuracy, and optimized process automation.
Monitored financial performance and collaborated with investors to align on sales and profit objectives.
Implemented cost control measures that improved operational efficiency and reduced waste.

Front Desk Supervisor

Othon Hotels

Full Time | 01/01/2018 - 01/10/2020

São Paulo, BR

Managed front-desk operations, reservations, and guest relations for a high-volume hotel property.
Supervised a team of front-office associates, ensuring adherence to hospitality service standards.
Collaborated with IT and operations teams during early-stage Opera PMS deployment to align workflows.
Provided input on user interface issues and developed simplified internal process documentation for front-office staff.
Supported POS troubleshooting and daily reconciliation of guest accounts.
Ensured compliance with brand policies, guest satisfaction metrics, and operational efficiency goals.
Oversaw check-in, check-out, and reservation processes, maintaining accuracy and compliance with hotel policies.
Coordinated scheduling and shift management, optimizing coverage during high-traffic periods.
Handled escalations and VIP guest requests with professionalism, contributing to improved guest retention.

Education

Bachelor's degree in IT Management

SENAC Brazil

Certifications

OPERA Cloud Learning Certificate

ORACLE Corporation | Issued On : 01/04/2025

Oracle Cloud Infrastructure 2025 Certified AI Foundations Associate

ORACLE Corporation | Issued On : 07/04/2025

Computer Science Harvard in Brazil

Estudar Foundation | Issued On : 06/03/2025

Google Support Foundations

Google Coursera

MICROS Simphony Point of Sale Solution Engineering Specialist

ORACLE Corporation

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