Support for all local technological infrastructure (Systems, Telecommunications and Servers – Cloud and On-premise);Management of technology supplier contracts and their life cycle (Totvs, Intercompany, Selbetti, HP, Digital Work, NexCore, etc.);Service performance and budget management;Asset and Service life cycle control;Continuous improvement of services and investments (ROI);Country point of contact for escalation of incidents, problems and technology projects;Control of service capacity and availability;IT governance, managing good practices, policies and procedures to be maintained in the organization;Management of local and global projects with suppliers.

Responsibilities:User and Software LifeCycle Control;Asset and Service LifeCycle Control - Asset Management and CMDB (Applications and Hardwares);Knowledge Base Administration;Creation and control of Assets, Config. Items, Services, Problem, Changes, Incidents, Tasks, Reports, Dashboard and Analyst accounts in the Global Service Now System;Service quality performance management of local Field Support (Brazil) and Regional Service Desk (Américas);Budget management for end user services (local and global/collaboration services);Implementation of local and regional IT policies and procedures for End-users and IT Analysts;Control of capacity and availability of services for end users;Manage the continuous improvement of services;Management of Field Support, Mobile and Printing suppliers;Responsible for organizing and implement regional and global end-user service demands (projects/tasks);Be the first point of contact for user escalations, filtering what should really be prioritized and making the necessary prioritization;Operate local projects involving End-User services and vendors;Administrator of serious Incidents, Problems and Changes that affect the business locally (Brazil) with local (employee/vendor), regional and global teams acting as a mediator and seeking solutions together.Some Achievements:- Office 365 implementation (OneDrive, Teams, Outlook Archive Online, Planner and SharePoint);- 20% reduction in the cost of cellular telephony;- 37% reduction in print outsourcing service;- Business continuity plan - Emergency replacement of desktops for laptops;- National Mobile phone replacement event covering explanation and training for all users;- Implementation of the Global On-Boarding and Off-Boarding process in line with the HR department;- Timestamp local project (Label printers - Combo Label - Cargo Wise);- End-user equipment liability policy creation.

Mapping of Business Rules of the Repom system and its processes, Network Topologies based on the service used and Mind Map of processes and their links;Improvement of the IT department, carrying out activity planning and supporting the creation of the Business Contingency Plan (Configuration items linked to the Business Plan, Impacts and their Redundancies);Implementation of JIRA Service Desk, working on modeling for the needs of the Service Desk, and other sectors such as customer channel and Infrastructure;Creation of monthly Service Desk Indicators (Jira, SharePoint and SQL);Preparation of the first version of the company's IT Service Catalog;Documentation of processes and Creation of Service Desk Knowledge Base (DASA, Golden and Ticket);Change Management, checking with the committee the changes to be made, benefits and impacts;Problem Management, working on system improvement projects based on incidents attended to;Incident Management, with the aim of reducing impacts on the end customer and supporting some emergency services;Training analysts to improve and standardize services.

Support in the restructuring of the IT department, carrying out activity planning, specification, definition and implementation of norms, standards and procedures and optimizing routines;Policies and Knowledge Base creation for the Service Desk;Change Management, analyzing with the committee the changes to be made, benefits, impacts and propose improvements and/or acceptance;Support for ERP/TMS/WMS Microsiga and Logix systems (Installation, creation and configuration of users, groups, permissions, printers and various problems);Documentation of access control and standardization of access creation to ERP-TMS-WMS Logix;Document manager administration and user training (Alfresco);Administrator of Symantec Cloud security solution and CommVault security storage support;Installation, configuration, network maintenance Windows 2000, 2003 and 2008 server and support for Linux (Red Hat and ClearOS), Squid, Firewall, VMware, Virtual Box, Citrix, etc.;Canon IWremote and UniFLOW administration and configuration for printer management;Mobile WMS (HandHeld): configuration of RF collectors CK31, CK3;Support analyst training;IT Asset management (OCS system);Quotation, request and purchase of IT material;Support for fleet tracking systems (Supervisor/Onix);Increased network security by removing administrative access from users on their computers, creating forced password changes, blocking due to incorrect logon attempts, creating administrative access to individual servers by an analyst and restricting access to programs, USB and internet by Symantec and Squid;Standardization of network protocol in SP collectors to correct network outage and configuration loss problems.

Coordination and training of teams in sales administration, involving hierarchical levels from assistant to coordination and evaluating delivery performance;Administration of orders for plastic packaging in the Printed, Crystal and services portfolios (medium and large customers), using Logix and EMS;Automation of services and Preparation of Budgets and negotiations;Projection of Billing and Delivery reports;Reduction, Extension of Duplicates, Scheduling of deliveries, checking and freight control;Automation of tasks and administration of administrative routines, involving the areas of graphic arts, marketing, PCP, billing and logistics.Follow-up of deliveries with customers;Support for Representatives and Salespeople at national level;Resolution of delivery problems;Freight control and checking;Planning for continuous improvements in the administrative sector, aiming to better serve internal and external customers;Knowledge acquired in ERP Logix, Datasul and Microsoft DynamicsAX;IT support when there was a need in the sector.

Coordination of the Service Desk and Field Support during the company's expansion with the opening of several new branches, also supporting the implementation of the company's image capture system;Support the implementation of ITIL in the department, training analysts to change vision and creating a knowledge base for everyone;Change Management, evaluating in meetings with the committee the implications, benefits and risks of the proposed changes, as well as planning post-change support duty;Incident Management and delivery of IT SLA reports to Management;Management of shifts and vacations for IT employees;Recruitment and Selection of support analysts;Maintenance of IT stock, monitoring the entry and exit of equipment and requesting stock replacement;Organization of internal support, defining priorities and planning external support for service units based on efficiency reports generated;Training of Analysts, monitoring demand and quality of service, as well as making improvements;Execution of monthly closing (DataFlex database update) and table corrections in the Informix database using dbaccess in Linux and Unix environments;Installation, configuration, network maintenance Windows 2000, 2003 and 2008 server and support for Linux (Red Hat and Unix SCO) with the creation of some shell scripts to improve the operational routine;Installation and configuration of Axel, Digiboard, Wi-Fi Routers.