Active relationship building with customers and partners.General administration of the account. Following, maintaining and reporting about the ITS routines.Technical focus on the Microsoft solutions ecosystem, based on the Scrum framework.Assembly, monitoring and approval of new opportunities.Technical & functional focus, guiding discussions around innovative and modern propositions to customers, which meet their business and target market.Guide the sustainable growth of the team, taking care of the motivation and growth of professionals.Negotiation, conflict and crisis management.Applications support (Scope in and out) management.Support ITS processes, SLAs adherence and reviews.Backlog analysis, through classification and situation cleaning (team planning, coordination and execution).Resolving delivery issues and crisis control (negotiation and management over prioritized tickets, team crisis, external crisis).Account penetration through proactive services, capabilities and solutions offerings.

Mainly accountable for Security Issues (Infrastructure and Applications) tracking, Fix’s planning, execution and final results review. Working for LATAM region for a Health & Insurance global customer.Aiming the fixes over several security issues*, raised during a penetrations test, I was able to deliver the plan and follow its execution.* technical risks, to be fixed immediately, in order to mitigate any attempt to their exploitationMain tasks:• Root cause analysis management;• Start and follow up the communication within the related business and technical teams;• Change lifecycle management (from creation to Closure) through Service Now tool;• Technical documentation (Runbook), creation and validation; • Approvals management through change lifecycle;• Business processes, applications and stakeholders mapping for testing plans;• Tasks management and reporting to Business, Application (Development and Support) and Security stakeholders;• Weekly and Monthly reporting; • Risk and Backout Plan creation and execution;• Results review and demand closure.

Mainly accountable for the Service Delivery working on an application support service, in a global contract for a Pharmaceutical Industry.Aiming the technical support to SAP and non-SAP applications (two teams) my mains tasks were:• Know and adhere to ITIL processes through Application Support Management guidelines; • Responsibility over resources allocation and FTE management;• Responsible for Service Continuity and Back Out Planning and/or execution;• Team management (people management, career management);• Integration coordination between Brazil, LATAM and India teams; • Support KPIs management and reporting to management and customer;• Applications support (Scope in and out) management;• Support process, SLAs adherence and reviews.• Service reporting to LATAM management and customer.• Backlog situation cleaning (team planning, coordination and execution) over 6 months.• Resolves delivery issues and crisis control (negotiation and management over prioritized tickets, team crisis, external crisis).• Account penetration through proactive selling CTS´s services, capabilities and solutions through continuation and extension of existing programs.

Mainly accountable for the service transition management and knowledge transfer coordination and support service start in a global contract for a Pharmaceutical Industry.Aiming the technical support for Sales and Marketing Analytics applications (BI applications such as ETL, Jobs and Reporting tools management and support) attending LATAM region, my main responsibilities were:• Following ITIL guidelines, responsible and accountable for reviewing the support processes. Adhere and apply the Application Management Support guidelines through “Service Now” support management tool; • Co-responsibility over resources allocation and FTE management, participating on its monthly planning;• Customer relationship management;• Integration coordination between Brazil, Argentina and Chile (technical teams); • Knowledge Transfer planning and execution;• Knowledge Transfer documentation build;• Development and control of technical documentation;• BI content management, archival and decommission;• Support team planning, working directly with “Project Management”;• Plan and execution of Support Service Start;• Support process, SLA constant reviews;• Service reporting to LATAM management.

Acting as Business Solution Manager and BI Coordinator, I was accountable for the validation of new business requests. Working with validations, estimations and planning. Team Management, working with capacity planning and providing daily support through Changes lifecycle and team performance management. Following ITIL guidelines, responsible and accountable on guaranteeing the deliverables on date and following the internal policies (Remedy/Promise).Coordination and intermediation of international teams (US, India and Brazil). Acting as Business Partner at customer side and technical point of contact at IT side.Main tasks:• Requests and change management with no rollbacks on two different contracts/customers;• Co-responsibility over resources allocation and FTE management, participating on its monthly planning ;• Customer relationship management;• Business solution manager, business process mapping and system improvement proposition over different business intelligence projects;• Integration coordination between Brazil (business) and US (technical team), documenting and managing (at the business side) the TIBCO servers migration, its upgrade and decomissioning;• Business intelligence coordination on two different customers (Pharmaceutical Industry);• BI content management, archival and decommission;• Generation and definition of new demands and new projects.• Project sizing and processes analysis, working directly with “Commercial Excellence” business area.• Development and control of technical documentation.

As a developer, I was responsible for the development and testing of DEV and UAT Cognos' content, as data models, reports and cubes related to International Trades Reconciliation metrics. During the project, it was set scheduling for generation and bursting of Cognos content using Control-M and batch/shell scripts.Main activities:• Generation and definition of new demands and new projects.• Project sizing and processes analysis, working directly with “Post Trade” business areas.• Development and control of technical documentation.• Relational and dimensional data modeling using Framework Management tool.• Report authoring (professional reports) using Cognos Report Studio.• Development of reports used on supporting different business areas like Post Trade verifications and Client evaluation.• Cognos upgrade from 8.4 to 10. Migration of all content and bursting processes.• Environment changing from Windows to Linux. Development of Shell scripts and environment testing.• Cognos configuration, services’ monitoring and testing.

As a consultant, I worked in different projects within different customers.In the most important project, an American company from Automotive Industry area customer, the focus was to eliminate a big incident "back log" and develop new content for different environments.The back log (incidents acummulated during almost an year) was eliminated in less then 6 months.A trainning was created and ministrated to the company employees.Main tasks:• Generation and definition of new demands and new projects.• Project sizing and processes analysis, working with automotive industries and health companies.• Development and control of technical documentation.• Data Modeling – development of new Data Warehouses using Microsoft Visio.• Creation of SQL scripts to the ETL process using Microsoft SSIS.• Relational and dimensional data modeling using Framework Management tool.• Report Authoring (professional reports) using Cognos Report Studio and Oracle OBIEE tools.• Final users training (Cognos applications and developed solutions).