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Work Background
Americas TechnologyProduct Manager
Feb. 2024São Paulo, Brasil
will bankEngineering Manager
Jul. 2021 - Jan. 2024São Paulo, BrasilComo um Engineering Manager especializado em IT Governance, sou apaixonada por liderar equipes e garantir a implementação eficiente e eficaz das práticas de governança, visando oferecer um serviço de suporte excepcional. Com uma ampla experiência em liderança técnica e um profundo conhecimento dos princípios de governança de TI, estou comprometido em otimizar os processos e operações para fornecer soluções rápidas e confiáveis aos colaboradores, desde o processo de Onboarding até o Offboarding. Liderança de Equipe: Como supervisor e líder de seis domínios especializados, sou responsável por fornecer orientação, coaching e feedback para garantir um desempenho excepcional e um ambiente de trabalho colaborativo. Esses domínios são:
* Service Desk (Onboarding e suporte a Willers)
* Workstation Tools (automatização de processos do SDK)
* EasyTech (gestão administrativa e financeira de tecnologia)
* Internal Infra (infraestrutura interna)
* Internal System (sustentação de sistemas internos)
* Acessos (concessão de acessos a Willers) - Planejamento e Estratégia: Colaboro com as partes interessadas para desenvolver estratégias de IT Governance, estabelecendo metas claras e planos de ação alinhados aos objetivos da organização. - Implementação de Governança: Implemento processos e políticas de governança, como ITIL, visando eficiência operacional e satisfação do cliente. - Gestão de Incidentes: Supervisiono a gestão de incidentes e solicitações no Service Desk, com foco em SLAs e resolução eficiente de problemas. - Desenvolvimento de Equipe: Promovo crescimento profissional, identificando oportunidades de treinamento e incentivando a adoção de novas tecnologias e melhores práticas.
StratiTI Coordinator
Mar. 2020 - Jun. 2021São Paulo, BrasilStrati is a managed IT services provider. Our biggest mission is to help customers increase productivity and reduce business risks using technology. We outsource partial or total IT to clients in different segments, from offices with 30 employees to large companies with more than 1,000 employees. We are security experts and we have 24x7 NOC, remote and face-to-face Service Desk, Data Center and Cloud Computing solutions, Our services were structured to meet:
1. IT managers of medium and large companies who need to increase the productivity of their team and reduce costs. 2. Small or medium business owners or CFOs who need to focus on the business and maintain stable IT services.
TIVITService Desk Coordinator
Apr. 2019 - Mar. 2020São José dos Campos, São Paulo- Plan work schedules for help desk operations and assign staff to accomplish daily work by providing for variations in workload
- Drive continuous improvement into service desk processes through the identification and trending of key performance indicators (KPI)
- Provide regular constructive feedback on performance/development and address poor/mediocre performance on a timely manner
- Work with the Operations Manager to establish and operationalize Service Level Agreements for key services - Provide weekly database status and performance reporting in order to assist the Program Manager
- Active involvement in employee development through training, coaching and performance management
- Manages the overall Service Desk performance for the region of responsibility as well as the performance of individual Team Leads and Analysts
- Monitors and measures the performance and results of IT Service Desk resources and provides direct and timely performance feedback
- Provide superior communications to management, business partners and other stakeholders regarding IS performance
- Manages performance and development of team members, including policy administration, compliance, coaching, disciplinary action and recognition
TIVITProcess and Training Specialist
Jan. 2018 - Mar. 2019São Paulo- Met with developers, project managers, and client to discuss project needs, indicators, resources and planned cost.
- Works with the Quality and Leadership Team to assist in the quality improvement process of the account
- Participates in the development or improvement of process work instructions and training modules through the approved documentation system
- Assist the test team with creating test plans outlining what should be tested by IT and the users.
- Work with IT Support team to determine what tools are needed to support the business process as well as alerts and reports needed to provide visibility to issues.
- Work with senior leadership to identify current process weaknesses and develop solution plans
- Develop and conduct training for all teams on the utilization of new processes and continue to monitor progress via reporting tools.
- Participated in the analysis and definition of efficient, solutions that support client business products /processes and functional requirements. I also evaluated products and solutions that could address client requirements and developed recommendations where appropriate.
- Elaboration of English support articles
Teser Programas de Desenvolvimento Interventora Interrelationship Specialist
Jul. 2016 - Apr. 2019São Paulo- Specializing in solutions for human potential development for students and professionals to better understand to achieve their goals and how they work their interrelationships.
DXC TechnologyProcess and Training Analyst
May. 2015 - Jan. 2018São Paulo e Região, Brasil- Creation and delivery of training for Service Desk and Field Service Operations.
- Service Desk Transition Consulting (specific accounts);
- Improve existing processes and create reports so that support agents are aware of changes;
- Analyze and approve tutorials and technical procedures;
- Review documentation analyzing their content and specifications and publish them in web repositories (HTML);
- Implementation of Service Desk Knowledge Base for various clients;
- Creation of the flow of information to be followed for Service Desk during first level end user support;
- Evaluation, formatting and publication of articles written by second level support teams (projects and technical teams), considering risks and impacts of new processes for service teams;
- Conducting meetings to align support processes;
- Consulting and knowledge base management, maintaining all the necessary information for support published according to procedures submitted by areas of the second technical level;
- Support project teams in various countries before, during and after projects start;
- Elaboration of English support articles
HP Enterprise ServicesDelivery Lead
Nov. 2011 - May. 2015São Paulo Area, Brazil- Create and manage reports to upper level management about all aspects of IT Technical Management including SLAs
- Provide weekly database status and performance reporting in order to assist the Program Manager
- Using reporting and spot checks to identify areas of improvement from a process and user perspective
- Develops key performance indicators (KPIs) and provide regular reporting for management on Desktop Support activities and metrics
- Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
- Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
- Provide performance reporting capabilities from the call management system
- Trend analysis and call reduction treatment
- Conducting audit processes
- Management of calls, from the opening until the closure of the same, through monitoring of Inbox, both as the escalation of so-called critical.
- Training Delivery
HPService Desk Analyst
Feb. 2009 - Nov. 2011- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
- Recommends process improvements for problem prevention and documents work flow in ticket management system
- Work with internal customers through a ticketing queue, and provide a high level of desktop and Windows account administration and support
- Logging and tracking calls using a call tracking system and maintain history records and related problem documentation
- Monitoring the ticketing system for self-service requests and following up with the requestor for additional information/troubleshooting
- Monitoring and escalating severe issues following escalation process, ensuring service level agreements are met
- Creating/maintaining user accounts, resetting passwords, creating groups etc
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