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Philip Morris InternationalHead of IT Security (IT Security Manager), Supply Chain and Track & Trace
Aug. 2024
Philip Morris InternationalHead Of IT Brazil (IT Operations Deployment)
Feb. 2022 - Aug. 2024Santa Cruz do Sul, Rio Grande do Sul, BrazilLeading the Digital pillar of the Integrated Manufacturing Management System (OPEN+ methodology) in loco. Own the existing digital portfolio in place and ensure alignment with the global portfolio driven by location and business function. Leading on-premises deployment and adoption of global/core business systems solutions. Acting as Service Owner and Solution Owner for the systems that operate on the site (IIOT, Industrial Cloud, ERP Integrations, etc). Influences external and internal product or service teams, as well as business stakeholders, to ensure software/solutions/services delivery commitments are met. Works to maximize the effectiveness of global and local teams and takes actions to increase their performance and maximize efficiency in the respective functional area. Support the development of a vision for future global developments of technological solutions suited to future needs. Support the other affiliates in the region in a collaborative way. Connection with global Digital team to guarantee the global ways of working and new initiatives can be rolled out in local affiliates.
MarsService Operations Manager
Dec. 2020 - Feb. 2022Provide leadership, coaching, and mentoring to the Service Operation team. Implement the DIGITAL IT Transformation from having demands using traditional channels (calls and emails) to digital ones (chatbot, artificial intelligence, machine learning, and automation). Guarantee Key Performance Indicators (KPI) agreed globally. Work on Major Incident Prevention actions with monitoring and predictive mind-set. As Global Organization, keep all regional processes aligned globally to provide a similar experience to all customers globally. Assign a team member to prepare the support for new technologies or acquisitions (Take-on process). Use data analytics to drive decisions and improve operational excellence. Use Design Thinking and Problem-Solving methodologies to better understand and identify opportunities for improvement of processes and procedures and initiate Continuous Process Improvement Initiatives. Work on regional/global projects according to the demand as a leader and/or team member. Have strong partnership and collaboration with Core Services areas that work directly with IT Operations and Digital Technologies, mainly with Customer Experience that delivers Automation and Self-Service strategy within IT Operations. Manage internal escalations from internal customers. Lead periodic benchmark with industry and internally to guarantee the best in class Operations are implemented. Ensure Security compliance and Data Privacy for any Service Operations delivery
MarsIT Operations Specialist
Jul. 2019 - Dec. 2020Responsible for end-to-end incident resolution (2nd level), critical incident and crisis management, incident avoidance through event management analysis, and alert processing. Playing a key role in the success of operations and service delivery all business units within the time zone. Provide Follow the Sun support as the Tier 2 support for Mars Infrastructure using ITIL processes during America's shift. Supported critical services 365 days per year, including over the weekend. Responsible to held PIR (Post Incident Review) process and document outcomes for 100% of the major Incidents and for specific critical cases a formal meeting is organized. Outcomes are also registered in the ITMS tool. Guarantee internal escalation protocol utilization when IT Operations leadership Involvement Is required, documenting actions taken. Respond to event management by processing alerts according to Its priority, avoiding business disruption/Impact. Respond to alerts generated by Monitoring Centre solutions, supporting M&A (monitoring and alerting) team on/for improvements. Supporting the proactive and predictive behavior to lead the company growth. Responsible to capacitate the Service Desk team to provide support for the existing and new technologies, as part of the technology leadership role and through the Take-On process under your lead together with Project Team. Responsible for keeping knowledge documentation up to date to guarantee/improve resolution rate on the 1st level numbers, on the other side work with 3rd level on how to acquire more knowledge for 2nd level support. Responsible to leverage the Problem Management process, triggering the process for reactive and proactive analysis. Influencing the 3rd level support team to identify root causes and preventive actions. Responsible to provide great customer experience through collaboration with the Customer Experience team. Contribute to high collaboration within the global IT Operations team.
Treves do BrasilIT Support Manager South America - Brazil & Argentina
Oct. 2017 - Jun. 2019CaçapavaControl of the IT expenses and budget regarding the IT Costs, Including the Overhead and AOP. EDI Implementation, Customization of production Systems Responsible to providing the Systems, Network Infraestructure and Management of the Outsourced contract in Mercosul. Costs Control
Kautex TextronIT Coordinator
Feb. 2015 - Sep. 2017Guararema - São PauloControl of the IT expenses and budget regarding the IT Costs, Including the Overhead and AOP with prospective of the next 5 years. Project Manager, SAP Upgrade, EDI Implementation, Installation of production Systems to new lines, Support and Upgrade of Siemens Systems, ANDON. Responsible to implement the Finance and Fiscal Systems (Synchro) and their Upgrades and packages to attend the legal requirements. Responsible to four companies in Brazil providing the Systems, Network Infrastructure and Management of the Outsourced contracts (Zebra Printers, Office Printers, SAP Consultants and Local Service Desk). Responsible for legacy Systems (Totvs and AS400).
Kautex TextronSystems Analyst
May. 2012 - Feb. 2015Guararema, São PauloProject Management Account Management area Management control and greetings SLA services Responsible for hiring third-party Migration ERP platform Analysis of Logs XML files Installation and Configuration Manager DFE (Synchro) Analysis of errors / Status of NFE Analysis and support of SAP Analysis Services Manager DFE Log Analysis's input and output of NFE (Synchro and SAP) Analysis of Network Infrastructure Support NFE Support Microsiga Support XPPS (Brain) Analysis of Oracle database Support users Analysis and Print Server Installation Windows Server Support and Analysis AS400 Telephony (PABX, trunk, extensions) Mobile Analysis and corrections SQL Server
Processor InformaticaInfrastructure Technical Consultant
Jan. 2012 - Apr. 2012
Processor InformaticaIT Analyst
Jan. 2011 - Jan. 2012Suporte á notebook e desktop. Instalação de software e Hardware Instalação e configuração de redes cabeadas e sem fio. Backup e recuperação de dados. Configuração de Estações, Parque de Impressão, Ambiente de Rede. Configuração de aparelhos CISCO. Suporte ao Exchange. Suporte a aplicações emuladas pelo Citrix Conhecimentos Técnicos Windows Server 2003 Windows Server 2008 Exchange Server 2003 Roteadores Cisco/Linksys Roteadores Internet (D-Link, 3Com...) Configuração de Switch Windows XP Windows Vista Windows 7 Hardware (Dell/HP) Lotus Notes Servidores Domino ERP Oracle Linux básico
TIVITIT Analyst
Jul. 2008 - Dec. 2010Nível de Suporte 1º e 2º, Atendimento a Infraestrutura de Data Center. Configuração de Estações, Parque de Impressão, Ambiente de Rede (remoto) Suporte aos bancos Oracle, ERP e CRM (aplicações) Suporte ao Correio Lotus Notes Suporte a aplicações emuladas pelo Citrix Suporte ao Windows Server NT/2000/2003, Active Directory, ISA Server Windows,98,2000,Vista, XP, Windows 7, Windows Móbile 6.5,Microsoft Exchange.
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