Antonio S. Email & Phone Number

Charlotte, NC, US

Dallas, Texas, United States

• Strategically engaged in IT Service Management (ITSM/MSP) for a Brazilian company with a subsidiary operating in North America. In a customer-facing role, I successfully mobilize interdisciplinary teams to deliver.
• Build and maintain trusted advisor relationships with stakeholders for clients in my portfolio.
• Manage day-to-day operations, ensuring delivered performance meets Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Key Performance Indicators (KPIs), aligned with client needs (CSAT & NPS).
• Act as the lead point of contact for assigned clients, ensuring best-in-class service delivery.
• Facilitate problem-solving and technical discussions between internal technical teams and clients.
• Address and resolve operational escalations from clients, identifying root causes and providing timely updates and resolutions.

Mcallen, Texas, United States

• Individual contributor providing advisory and support in IT Project/Program and IT Service Management (ITSM) for a single global client from manufacturing industry.
• Leadership of a program of seven projects, for improvement and enhancement of an Engineering Test Department of production lines; (service governance, training, monitoring, integrations, data governance and new server.
• Assistance on the MES (Manufacturing Execution System) platform improvement project, for refinement in communication, and integration with other projects/programs.
• Oversaw multidiscipline engagement for the purpose of estimating a platform to integrate PLM (Product Lifecycle Management) and SAP.
• Assisted in a valuation to generate a short list with new MES platform candidates; (features, costs, timeline, and etc.)
• Leadership to establish and support a new manufacturing laboratory, for new wireless product lines relative to the IT Portion.

Charlotte, North Carolina, United States

• Strategically collaborated with former coworkers on the remote design/co-execution of Brazilian IT Projects.
• Supported IT Outsourcing (ITSM) projects and operations, related on solutions for: End-user Services, Data Center and Digital Transformation Journey.

São Paulo E Região, Brasil

• Ensured the successful transition and delivery of Information Technology Outsourcing (ITO/ITSM) to clients, including Nestle, TIM Brazil, TV Globo, GloboSat, Unimed Health Care, Dor Hospitals, GSK pharma, FGV, Shell.
• Advised clients on solutions to support digital transformation in processes and tools (cognitive intelligence, RPA, and automation).
• Participated in executive management decision-making and improved the operational and business efficiencies of the clients.
• Provided strategic direction and oversight for the diagnosis, design, development, transition, operation and support of IT infrastructure and systems that fulfill the needs of the clients, such as: End-user, Data.
• Defined, implemented and operationalized ITIL and CobiT best practices for our clients.
• Assured the correct functional definition and customization of ITSM tools. (Service Now, BMC Remedy, and OTRS)

Rio De Janeiro Area, Brazil

• Led the Broadcast PMO for the Olympic and Paralympic Games TV coverage.
• Delivered on 57 projects ranging in scope and intensity across infrastructure (technology, civil andenergy engineering, architecture, logistics, etc.) and services (food/beverage, security, hosting,logistic.
• Be the SPOC for all national and international stakeholders regarding all infrastructure/servicesneeded to the TV coverage planning. (weekly, monthly or on demand reports)
• Mediated service/infrastructure/real estate contracts between public and private companies on behalf of international stakeholders.
• Leveraged PMBOK, PDCA models and methodologies.
• Elaborated and tracked (KPIs, KGIs and SLAs), including when necessary, preventives/correctives action plans.

São Paulo Area, Brazil

• Responsible for the transition and delivery of IT outsourcing services (ITO/ITSM) to clients, including International PAPER Manufacturing Plants, VALEO Manufacturing Plants, Pernod Ricard, Astellas Pharma, BMW, Renner.
• Managed services in direct strategic and tactical support of clients’ critical mission environments (Diagnosis, Transition and Operation/Support: End-user, Data Center, NOC and Network).
• Defined, implemented and operationalized ITIL and CobiT best practices.
• Tracked and monitored operational excellence (KPIs, KGIs, SLAs, OLAs, UCs), including preventive/corrective action planning.
• Provided oversight for the correct functional definition and customization of ITSM tools. (CA/SysAid Technologies)
• Managed conflicts between clients and my team (agreement terms, deadlines, quality).

São Paulo Area, Brazil

• Managed Projects for the client Santander Bank.
• Designed/Implemented/operated the temporary IT PMO (systems/applications) for the Insurance and Private Pension board, during the Real Bank acquisition. I led 7 Project Managers.
• Acted as single point of contact of the projects in that areas, I´ve created project strategic control, based on the development and analysis of KPIs and KGIs, as Time, Cost, Quality and Risk, supporting most of IT.

São Paulo Area, Brazil

• Managed Projects for the client Bank of Brazil.
• Led the IT PMO (Systems/Applications/Infrastructure).
• Diagnosed/Implemented IT Governance (ITIL and CobiT).

São Paulo E Região, Brasil

• Worked in project management for VIVO Telecom and Santander Bank.
• Set up the Data Warehouse and created Business Objects (Function design).
• Developed methodology for software testing.
• Migrated applications linked to a legacy system to a new enterprise system.
• Evaluated the feasibility of a proposed new workflow system (ROI).
• Created back-end for CRM system.

Curitiba E Região, Brasil

Provided technical and functional assistance to corrective maintenance and evolution of Legacy Systems (Unix HP-UX/Oracle/PLSQL/Control-M).

Curitiba Area, Brazil

Developed shell-script and pl/sql to corrective maintenance and evolution of the Legacy Systems (HP-UX/Oracle environment). Also responsible for planning and executing of Batch Processes Tests

Rio De Janeiro E Região, Brasil

Single point of contact - Business and IT

Curitiba Area, Brazil

São Paulo Area, Brazil

Santos Area, Brazil

Executive Mba, Business Management

Course content and program: (Modules in-person | 432 hours) -Consumer Law; -Business Economics; -Corporate Finance; -Financial Accounting.

Bachelor, Computer Systems Analysis

Course content and program: (Modules in-person | 2880 hours) -Special Aspects of Computing and Algorithms I & II; -Fundamentals of.