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Work Background
Ottech Serviços e TecnologiaIT Manager
Nov. 2019Jundiaí, São Paulo• IT Service processes implantation with ITIL.
• Root Cause Analysis processes deployment and protocols in Service Desk incidents.
• Structuring and implementing Project Management processes in the Project Team.
• Structuring and implementing the processes of the ERP Sage X3 Development Team.
• Support Team structuring. • IT Service Catalog with SLAs and SLOs definition.
• Jira software implantation as tool as Support, Development and Projects Teams.
• Agile methodology implantation as tool as software development management.
• PO in the development of mobility APP.
• Lean Models (A3, Kanban, Gemba) in management.
Self EmployedInformation Technology Business Consultant
Feb. 2019 - Oct. 2019Campinas Area, Brazil• Project IV - IT Services Restructure
• LAN restructure, with improved customer perception of internal network usage and internet access.
• Machine standard definition to acquisition.
• Annual plan to replacement of out-of-support equipment.
• Outsourcing printing.
• Panasonic PBX Support
• IT Services Catalog and SLAs development.
• Service Desk process development.
• Root Cause Analysis processes on Service Desk Incidents
• SharePoint deployment as a collaboration tool.
• Migration from local file server to Microsoft cloud.
• Planner implementation as Project Management tool (Agile / Kanban)
• Dissemination of use of Office365 tools available in customer contract.
Self EmployedInformation Technology Business Consultant
Sep. 2018 - Jan. 2019Campinas Area, Brazil• Project III - Cyber Security
• IT Security Policy Development (ITIL)
• Security Policy deployment
• LGPD
• Root Cause Analysis processes on security incidents
Self EmployedInformation Technology Business Consultant
Jan. 2018 - Jun. 2019Campinas Area, Brazil• Project II - Enterprise Restructure
• Customers and suppliers contracts review.
• Enterprise financial restructure; Average receipt time reduction; contracts renegotiation late; Cash flow correction; Revenues and expenses best classification.
• IT Services Catalog and SLAs development.
• Attendancce services process development.
• Jira deployment as a Service Desk tool.
• Monthly metrics monitoring.
• Customer services report
EMSIT Manager
Aug. 2014 - Jun. 2015Main responsibilities: Infrastructure, Service Desk, third services and printing outsorcing.
Responsible for Network and Telecom, Service Desk, printing outsourcing, hardware and software inventory on the NC Group.
Deployment of the computers replacement process by end of life.
Network restructuring plan to the growing demands of the NC group.
Deployment of Zabbix software for an infrastructure monitoring tool.
RFP to tool selection about tickets control, infrastructure monitoring, software inventory control and software distribution.
PO (project owner) for deployment of IT management tools .
PO (project owner) for deployment of Network restructure. Some results: Core network replacement, replacement of obsolete printers (+200), metrics implementation for availability, capacity and incident management, communication plan deployment of incidents and escalation plan.
CI&TIT Manager
Sep. 2009 - Jul. 2014Main responsibilities: Service Desk, hardware and software inventory, telephony, third services and printing outsorcing.
Restructuring of staff team for customer service. About 2,000 customers around the world. Service Desk process review using ITIL.
Service indicators deployment (KPI) and customer satisfaction survey.
Development of the team knowledge matrix.
Implementation of the new Data Center.
Definition of new backup solution.
Deployment of inventory control for hardware and software.
Deployment of the computers replacement process by end of life.
Management of contracts with suppliers.
Training leaders and successors.
Some results: indicators monitored daily, customer satisfaction growth, increased tickets resolved at N1, increased tickets resolved into the SLA, reduction on tickets reopened by month.
CI&TBI/ERP Especialist
Feb. 2009 - Sep. 2009
Mega Sistemas CorporativosProject Manager
Dec. 1999 - Feb. 2009Main responsibilities: implementation team driving, status meetings with customers, pre-sales presentations, remove blocks between the deployment team and the client.
Management of the ERP deployment team.
Requirements gathering and alignment with the company's strategy.
Preparation and presentation of compliance grade reports and implementation of the modules: Accounting, Tax, Budget, Heritage Financial (including Office Bank), Materials, Distribution, Human Resources, Payroll, Benefits, jobs and salaries, Medical and Safety Work and Manufacture.
Customer meeting conduction to present deployment progress on the project and schedule new tasks.
Some results: 4 deployments on service, chemical, ceramic and construction companies. Support for more than 10 companies.
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