We transform business through the knowledge of:• Governance & Best Practices• IT Service Management• LGPD Brazil (GDPR)

Manager of a dedicated team (20+ coordinators, specialists and analysts), that implemented and maintain the IT Governance model that includes Bussiness Proccess Management, IT Services Management (Cobit 5 and ITIL), Project Management (PMI), IT Quality Assurance, Organizational Change Management and implemention of the new host (reservation, ticketing and distribution system) Amadeus Core Host, among other solutions.Core host is the backbone of an airline that does everything from reservation, inventory, pricing, selling in various channels, like e-commerce and indirect sales, all the way until check-in and flight weight and balance. The position covers everything from business to IT. (Program with 100+ dedicated employees, 40 parallel projects and 50+ impacted systems)

Project Manager responsible for delivery with Amadeus, a new software layer for handling multiple payment and fraud systems at once, which decreased time to implement a new form of payment while reducing fraud, eliminating conciliation problems and increasing the payment acceptance rate.As a result TAM is excluded from ECP (Excessive Chargeback Program) MasterCard. The ECP monitors companies with high rates of fraud and is responsible for generating fines from MasterCard

IT specialist responsible for the Business Operations organization, managing staff including Project Managers and Process Managers;Management of IBM's new accounts/projects transition and transformation (T&T) processes implementation, with the objective of deploying IBM’s standards in the new contracts;Deployment of ITIL/CMMi5 based processes and tools in the delivery organization;KPIs management and improvement programs definition;Responsible for the On-Going support, IT transition Project following the IBM best practices, synchronizing process, people and tools.IBM Outsourcing Delivery Center (O.D.C.) ProjectIT Specialist to create a unique IT process model for IBM customers, leading the volunteers’ team including the investigation of the Maturity Level and mapping the current situation of each account, restructuring of the On-Going model of ODC sustain following the IBM standards;Creator of the tool “IBM Knowledge Base” that controls Incident recurrence.

Responsible for the Service Desk and Processes system functionality that serves more than 44000 incidents per month with about 1500 solutions groups. Creator and developer of solutions for more than 100 clients, for example: Rhodia, Sodexhopass, Coca-Cola Company, Eternit, Light, TAM, Renault, Shell and Philips. Analyst of the incident processes, Problem and Change. Responsible for the SLAs warranty and accomplishment. Instructor of the system and CSDM methodology based on ITIL®; Service delivery management including: service level management, project management and pre-sales.Atos Projects:XV Pan-american Games RIO 2007Responsible by the IT Service Management System functionality in Service Desk and technical Support on site: TOC (Technology Operation Center) and CO-RIO (Olympic Confederation of Rio de Janeiro City);Prevent action planning and analysis of KPI (Indicators and Performance measured);Instructor of Service Desk tool and processes, training groups, analysts and users of TOC.TIMConsulting, Assessment of the process maturity level and process implementation.Objective: Increasing productivity, operational control, customization of SLAs, optimization of resources, elimination of recurring incidents, increasing of availability provided by the intelligence from the tools integration of management and IT best practices, as objetive:• Body shop migration to the services model based on SLM• Adequacy of processes maturity• Workshop and ITIL training for 150 employees of TIM• Preparation of the new processes model based on best practices• SLAs and KPIs definitions• Parameterization of the BCM Remedy tool to the defined processes• Audit for verify the adherence of the processesConsultant and auditor of Incident, Problem, Change, Service Request and Complaint Management processes;Promoted to ICT Compliance area, acting as Problem Manager for Atos Origin.

Review of the ITIL foundations book;Manager and creator of the company’s web siteProject actuation:• Bradesco bank – Project: IT Improvements• Carrefour – Project: GPSti (ITIL Implementation)• UOL – Universo On-Line (ITIL Implementation)• ITSMF Brazil Conference