Developed dashboards in Tableau and Power BI for monitoring and analyzing massive data to identify inconsistencies and managed the data fix with the global IT team. I led meetings with cross-functional global teams to document the products biz rules. I created codes in SQL to analyse and aggregate of common errors for validation code creations. I worked on errors root causes, to stop systematic creation of data issues. I mapped, analyzed, and suggested improvement of processes that were impacting the data quality. ● Reduce more than 69k data issues from global MS operation data. ● Mapped, analyzed, and proposed improvements for all the processes of managed services enablement area, giving base to the leadership to restructure the entire team. ● Worked in more than 15 RCAs to stop systematic error creation.

Operational leadership of a team with 17 employees, supporting my manager with the team’s day-to-day work coordination. Also creating KPIs, developing dashboards, and data analysis to identify trends. The leadership of initiatives related to regional process definition or improvement with multiple teams and supporting the CSM global team in the Brazil standards processes alignments.Customer service following global Customer Care standards, working in portfolio management with 300 customers, assisting in escalations, and solving several problems involving Equinix's internal areas.● Reduce about 80% CSM team backlog of service requests and keep the number low.● Improve 5 end-to-end operational processes that were impacting the customer negatively.● Reducing the new employees learning time from more than 3 months to 1 month, developing a new onboarding training with 13 volumes of knowledge areas, and building CSM process documentation.

Planning IT infrastructure projects, working with the customer and internal team to plan the project delivery. Coordinated the delivery or removal of all Cross Connect products in Brazil, from order receipt to closing. Management of adjustment of projects with blockers, engaging the responsible areas and leading to resolution.● Even as an intern I managed to work replacing the analyst during her vacation after only 4 months of training.● I successfully delivered or removed more than 7k cross-connects from Brazil.