Leandro Pimentel - Business Analyst, Lepimentel Consulting

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Work Background

STEMCELL TechnologiesBusiness Analyst II, Information Systems

Jan. 2023 - Nov. 2023Vancouver, British Columbia, CanadaLMS Phase 2b Project Stepped in during the project's final phase to oversee the mapping of current learning processes, data, and systems across Quality Assurance, Quality Control, Manufacturing, and R&D departments. Conducted workshops to consolidate functional and non-functional requirements, collaborating closely with the LMS vendor (Docebo). Together with our internal developers, we architected an integration plan between the company's eQMS (ACE) and Docebo LMS using MuleSoft. This centralizes all of STEMCELL's internal training within one platform, fully compliant with FDA Regulation Part 11. Revenue Intelligence Initiated the project by working alongside Sales Ops, Salesforce, and Data Architects to map the existing revenue report infrastructure as well development of User Stories. Partnered with the vendor, Revelation AI, to create a state-of-the-art AI/ML Sales Intelligence Console. Drawing from data in Snowflake, this platform permitted advanced sales trend analyses within Salesforce, enhancing pipeline predictions. Later transitioned into an interim Project Manager role, coordinating with our internal teams and Revelation AI for UAT script development, testing strategies and training across global teams, and ensuring project deliverables met executive expectations. Successfully adhered to the budget, culminating in a timely project completion in September 2023. Privacy Regulations Spearheaded a company-wide initiative alongside the Security Director and Legal managers to standardize privacy regulations and compliance across global offices. Developed a comprehensive Privacy Impact Assessment procedure, in conjunction with the Security team, to systematically evaluate and report privacy risks. Engaged with stakeholders from various global regions, meticulously cataloging systems containing personal data and assessing associated risks.

Coast Capital SavingsBusiness Analyst II, Continuous Improvement

Jul. 2022 - Jan. 2023Vancouver, British Columbia, CanadaSAP Successfactors and Avanti Integration I was tasked with working closely with HR, Payroll, IT leaders and vendors to draft the requirements of an interface between SAP SuccessFactors (Employee Central module) and Avanti (Payroll) systems identifying fields and triggers for the integration to run both ways. This will allow specific sets of data to be used by HR and Payroll, without full-time human intervention. Data Integrity Review Led set of workshops to the Human Resources, Org Learning, Payroll teams and People Division directors to review the current state of the HR data available in the SAP SuccessFactors and gather business requirements for a data cleanup to be performed as well as process improvements and decluttering of the SAP SuccessFactors user interface to improve user experience efficiency for the People Division Leaders. HR Process Mapping and Documentation As my first assignment when I joined the People Agile Team at Coast Capital, I was tasked to work with HR SMEs to map the current state of the company's HR processes and suggested improvements, as well as build a set of Journey Maps, Standard Operational Procedures and processes, validate and present them to People Division Leaders.

Seaspan ULCBusiness Analyst II

Jun. 2021 - Jul. 2022North Vancouver, British Columbia, CanadaARAS Innovator and CADMATIC Integration Leading a cross-functional team of 4 through identifying the current state of engineering processes and technologies used in shipbuilding by mapping business objects with key stakeholders using the SIPOC approach. Working with the PLM Consultants from vendors to analyze data collected and propose future use cases for software integrations that could improve data flow. Define a sustainable, realistic, and tangible use case with engineering leads for the Pilot phase and coordinate the technical implementation of the vendor integration software (OpenPDM) and its connectors between our PLM (ARAS Innovator) and 3D CAD (CADMATIC). Defining a test strategy (unit, interface, string, system, and UAT). 3D CAD Tool (CADMATIC) Implementation Worked closely with Project Manager in +5 Million CAD and strategic Digital Transformation evaluation project on Engineering and Design toolsets to increase the NSS program's design lifecycle efficiency by up to 40%. Developed actionable recommendations on process and software improvement after thoroughly reviewing and analyzing the effectiveness and efficiency of existing Engineering processes and researching alternatives to new and existing business requirements. Coordinated the configuration of Pilot, Test, and Production environments following the systems requirements by teaming up with the project technical lead, external vendor, and functional engineering executives. Developed and led 2 training cycles for 155 users in the newly implemented toolsets.

Seaspan ULCBusiness Systems Analyst II

Sep. 2018 - Jun. 2021North Vancouver, British Columbia, Canada• Review new business requirements posted on the ARAS Innovator SCRUM Board and develop the solutions as needed. • Open Change Requests and present items in CAB Meetings to Washcorp IT team. • Manage queue of tickets and guarantee end-user support by maintaining service levels and strong relationships through incident resolution. • Apply preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software etc. • Lead a monthly Replicon Governance Committee in conjunction with BA to show operational KPI’s, evaluate Technical Performance and discuss next steps. • Work with users and vendors to clarify and document requirements using techniques such as interviews, site visits, process analysis, and proactively make solution recommendations. • Worked closely with TALS project team to create technical support standards and documentations, which helped decrease total cases opened from 42 tickets (Jan/20) to 7 tickets (Jan/21). • Performed monthly visits do VSL Shipyards to work closer to the HR team in understanding their system / processes needs and create more accurate solutions as well to strengthen the relationship between business and IT departments. • Created technical documentation detailing systems requirements and integrations currently in place for some of the PLM, ERP and MRP systems being supported by Apps Team. • Created Troubleshooting Knowledge articles to be used by both IT teams and businesses. • Acted as Technical Specialist for the following projects: ShipConstructor Upgrade, ARAS Innovator Upgrade, WindChill Implementation, Cloudis CMPIC On-Premises move, DSI Apps Development, CADMATIC Implementation

PerfectMindEnterprise Support Specialist

Feb. 2017 - Sep. 2018Burnaby• Handle hardware and application support queries and issues reported unto the support desk • Take ownership and responsibility of any issues from start through to a successful resolution • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible. • Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, that had authorized access to the network. • Develop trends by monitoring and analyzing incoming calls, problems and support requests. • Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management). • Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers. • Develop strategies to allow Application Support to manage resultant problems. • Examine potential areas for Service Improvement and raise proposals with the Service Manager. • Provide 1st to 3rd level application / network support over the phone, remotely and on-site • Project responsibilities - Roll outs, upgrades, deployments, migrations etc. • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to third level in accordance with Help Desk escalation processes. • Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe. • Provide initial assessment of urgency and business impact on all support calls • Be knowledgeable of many common applications, i.e. Adobe Acrobat, Microsoft Office trouble shooting, customer support and installation. • Be knowledgeable with Networking and connectivity issues, including Cisco VPN,Wireless and WEP, Ethernet, DNS, routing, cabling, and configuration.

Squirrel SystemsTechnical Support Analyst

Oct. 2016 - Feb. 2017Vancouver, Canada Area• Troubleshoot all Squirrel products (software and hardware) • Apply customizations (configuration) based on customer needs. • Identify, test and report any bugs or deficiencies as requested. • Scheduling, applying installations and upgrades in POS terminals through Remote Assistance. • Answer support-related emails and telephone calls. • Ensure business Squirrel network environment is correctly configured and running. • Issue dispatches or RMAs when issue has been determined to be hardware or location. • Follow up customers with Pending Cases to ensure correct solution is applied and their satisfaction. • Backup, Restore and troubleshoot customer database using MS SQL server.

Teleperformance BrasilService Delivery Manager

Nov. 2013 - May. 2016São Paulo Area, Brazil• Led 60 Technical Support (Tier 1,2 and 3), 12 Social Media agents and 6 Team Leaders. • Guaranteed the best experience for Microsoft Brazil – Portugal customers. • Engaged Windows 10 and Office 2016 launch projects to guarantee the Technical Support staff was aligned with the changes. • Presented Monthly results to stakeholders and maintained SLA’s and Customer Satisfaction metrics inside target defined in the contract for Phone, Chat and Social Media channels. • Provided technical support to end users by phone and chat two times a week with the agents to have a better understanding about the business and keep my technical knowledge fresh. • Applied MS Office and Windows 7 / 8 / 10 troubleshooting, Updates, PC Health (maintained user’s PC secure from malware or viruses using Microsoft Security Essentials antivirus) and followed up tickets still open to validate procedures applied. • Used MS internal tickets system to register user’s information and procedures done. • Escalated identified Major issues to Microsoft global teams. • Provided report to Microsoft LATAM key stakeholders about the operational performance and next steps during weekly business reviews • Improved Customer Satisfaction Score 14% in 3 months. • Coordinated the implementation of Chat support channel for Microsoft Brazil – Portugal customers (Chat tool deployment, Guidelines, Service Standard). • Applied monthly coaching in team leaders seeking their professional growth. • Developed Action Plans to improve customer feedback in Social Media channels (Facebook/Twitter and Reclame Aqui). • Worked with other SDMs to a provide the smooth execution of glide path during new products launch. • Changed the Chat support guideline for Brazilian customers based on ITIL standards. • Attended Global Technical Review weekly meetings to review deployments status and align new processes.

Hewlett-PackardService Delivery Manager

Jan. 2013 - Oct. 2013São Paulo Area, Brazil• Led a 32 agents team responsible for Ericsson, Akzo Nobel and Nokia employees technical support. • Ensured the delivery of the operational SLA’s. • Provided Team Leader coaching and monthly measure the improvements. • Presented operational results for the EMEA and LATAM account managers in a weekly/monthly basis. • Identified gaps in the customer support process and created action plan to improve experience. • Created a Hiring & Training workflow to bring and maintain qualified analysts. • Increased First Call Resolution 12% in 2 months. • Decreased agent Turn Over in 50%. • Escalated and Followed Up Major issues impacting Phone channel. • Applied MS Exchange troubleshooting, MS Office and Windows 7 / 8 / 10 troubleshooting, Updates. • Viruses and Malware cleaning using antiviruses provided by the clients It department. • Escalated and Followed Up Major server issues impacting Phone channel. • Provided technical support to users every week or depending of the call volume. • Managed users accounts in Active Directory (Password Reset, Account Unlock) • Used HP ticketing system (HP OVSD) to manage cases.

Hewlett-PackardDelivery Leader

Dec. 2009 - Jan. 2013Barueri• Led 17 analysts from Ericsson (Global Account), 7 from Akzo Nobel (Global Account) and 1 from Nokia responsible to provide support to the IT environments of each company. • SLA Management in a daily basis to guarantee the results agreed in contract could be delivered. • Provided technical support weekly on in periods of high volume of inbound calls. • Applied MS Windows XP / 8 and Office troubleshooting, updates and virus removal. • Active Directory account management (Password Reset, Account Unlock) • Registered incidents in HP OVSD ticket system and escalated Major issues to L3 teams. • Applied network troubleshoot. • Monthly Results presentations to the account managers from Brazil and Mexico. • Development of action plans to constantly improve Customer Satisfaction results. • Weekly meeting with the Incident / Change / Account Managers and other Delivery Leaders from Ericsson and Akzo Nobel of Sweden, Costa Rica, Dublin and Kuala Lampur to align processes and future changes.

Alcatel-Lucent EnterpriseIT Project Leader

Jun. 2008 - Dec. 2009São Paulo Area, Brazil• Performed process definition for the Brazil IT Service Desk. • Aligned overall goals with North America and EMEA process teams. • Led a team of 3 process analysts through the IT Documentation Storage Portal project. • Updated and maintained the Sao Paulo IT knowledge base. • Acted as a bridge between global IT projects and the Sao Paulo branch. • Identified requirements for service delivery, using PMBOK methodology. • Updated and Trained Service Desk team leaders in new process and projects that could impact customer experience. • Engaged new VPN tool deployment project for all Alcatel Lucent employees in LATAM, ensuring Brazil branch was aligned with the changes. • Managed users accounts in Active Directory (Password Reset, Account Unlock) • Used Alcatel – Lucent ticketing system to manager cases. • Escalated major server issues to the responsible teams in North America, Europe and Asia. • Applied troubleshoot in MS Office and Windows XP / 7 machines. • Escalated hardware issues to the Onsite team.

DEDIC-GPTITier 2 Support Analyst

Jul. 2007 - May. 2008São Paulo Area, Brazil• Provided customer support to Alcatel – Lucent employees. • Supported SAP, CRM, Windows Servers 2003, Office package, Windows XP / 7, Network and Lotus Notes. • Managed Active Directory accounts of company users from North America and Europe. • Integrated Service Requests between the two main Incident Management systems. • Trained analysts in new process and environments to keep operations always update and provide the best customer experience. • Involved into technical global trainings between Tier 2 teams from Asia, Europe and NAR. • Escalated Major Incidents to Global Escalation team.

Prodesp - Cia de Processamento de Dados do Estado de São PauloTier 1 Support Analyst

Oct. 2006 - Jul. 2007São Paulo Area, Brazil• Mainframe support to IBM and Unisys • Supported Windows Servers, Citrix, ICA Protocols and Lotus Notes. • Managed incidents from the employees of the Sao Paulo Public Safety Department. • Trained new analysts in tools and processes used by the Data Processing Company from State of Sao Paulo.

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