- Responsible to lead and steer the NAP IT Delivery Team (Cisco Network Certified, PMP, NOC Staff) and Outsourcing Team (All I.T. related areas) for Service Support, Project Implementation and Solutions Design.- Provide services to Global Clientes, in 5 continents like AB InBev (Anheuser-Busch InBev / Ambev / SabMiller / Labbat / Ztech / HBsis), Fraport, Midea Carrier, Zaffari, British American Tobacco (BAT - Souza Cruz).- Execute and deliver complex Performance Tuning… Show more - Responsible to lead and steer the NAP IT Delivery Team (Cisco Network Certified, PMP, NOC Staff) and Outsourcing Team (All I.T. related areas) for Service Support, Project Implementation and Solutions Design.- Provide services to Global Clientes, in 5 continents like AB InBev (Anheuser-Busch InBev / Ambev / SabMiller / Labbat / Ztech / HBsis), Fraport, Midea Carrier, Zaffari, British American Tobacco (BAT - Souza Cruz).- Execute and deliver complex Performance Tuning, Security, Network, Collaboration and Outsourcing projects across the Globe.- Manage escalation processes, problem management, analysis and communication with experts regarding complex and critical issues (Incidents/Problems/Changes/CMDB/War rooms/Command Center).- Maintain good relationships with Clients and end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line.- Manage complex stakeholder requests towards optimal solutions. Show less

- Responsible to lead and steer the NAP IT geographically dispersed Engineering Team (Cisco Network Certified Staff) and Outsourcing Team (All I.T. related areas) for Service Support, Project Implementation and Solutions Design.- Provide services to Global Clientes, in 5 continents like AB InBev (Anheuser-Busch InBev / Ambev / SabMiller / Labbat / Ztech / HBsis), Fraport, Midea Carrier, Zaffari, British American Tobacco (BAT - Souza Cruz).- Execute and deliver complex… Show more - Responsible to lead and steer the NAP IT geographically dispersed Engineering Team (Cisco Network Certified Staff) and Outsourcing Team (All I.T. related areas) for Service Support, Project Implementation and Solutions Design.- Provide services to Global Clientes, in 5 continents like AB InBev (Anheuser-Busch InBev / Ambev / SabMiller / Labbat / Ztech / HBsis), Fraport, Midea Carrier, Zaffari, British American Tobacco (BAT - Souza Cruz).- Execute and deliver complex Performance Tuning, Security, Network, Collaboration and Outsourcing projects across the Globe.- Manage escalation processes, problem management, analysis and communication with experts regarding complex and critical issues (Incidents/Problems/Changes/CMDB/War rooms/Command Center).- Maintain good relationships with Clients and end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line.- Manage complex stakeholder requests towards optimal solutions. Show less

Anheuser-Busch InBev - Global Customer Service Manager.Accountable for the Global Network Infrastructure operations and Collaboration Platform (O365 Tenant, Intune and Zoom). Digital Workplace manager.Main point of contact between the customer, the internal resources for Service Delivery and 3rd party partners.• Zoom Global Administrator- Define and Manage all the Global configurations and architecture for the Zoom environment (110.000 users and over 1000 Zoom… Show more Anheuser-Busch InBev - Global Customer Service Manager.Accountable for the Global Network Infrastructure operations and Collaboration Platform (O365 Tenant, Intune and Zoom). Digital Workplace manager.Main point of contact between the customer, the internal resources for Service Delivery and 3rd party partners.• Zoom Global Administrator- Define and Manage all the Global configurations and architecture for the Zoom environment (110.000 users and over 1000 Zoom Rooms)- Control KPIS and provide Dashboards for service monitoring- Capacity Planning- User training- Sub-Account setup• Microsoft Office 365 Global Administrator- Tenant with over 60.000 users and mailboxes across over 30 countries.- Use of all the service portfolio, integrated for better communication capabilities (Exchange On line, Sharepoint On line, Onedrive, Teams, Workplace Analytics, MyAnalytics, Yammer, Intune)- Collaboration and Intune service administrator, with teams based in India and Brazil.• Headquarter Global Network Administrator- Providing and managing the Global network topology (MPLS with AT&T - connectivity and security) to connect over 1000 sites- Managing the on-site wireless capabilities- Internet breakout and SD-WAN• Manage all the involved 3rd party partners in the Global Digital Workplace operations. Show less

Johnson & Johnson - Regional Service Delivery Manager - Main point of contact between the customer and the internal resources for Service Delivery (LATAM).Responsible for create and lead the service management team, serving global customers and contracts (Johnson & Johnson and others). More than 20 countries under management. Focal point in both regions reporting directly to stake holders (customer and GCI) in United States, Romania and Singapore.• Manage escalation… Show more Johnson & Johnson - Regional Service Delivery Manager - Main point of contact between the customer and the internal resources for Service Delivery (LATAM).Responsible for create and lead the service management team, serving global customers and contracts (Johnson & Johnson and others). More than 20 countries under management. Focal point in both regions reporting directly to stake holders (customer and GCI) in United States, Romania and Singapore.• Manage escalation processes, problem management, analysis and communication with experts regarding complex and critical issues (Incidents/Problems/Changes/CMDB/War rooms).• Control the delivery of the LATAM/ASPAC portfolio of projects, with reports to the global PMO.• Guide resources (engineers, project managers, account managers and third-party partners) to achieve customer satisfaction through service delivery.• Scope made of of voice/data circuits/services, cabling, LAN/WAN, voice, WIFI and security, managing internal resources, 3rd party partners and carriers such as Cisco, Avaya, Jabra, Verizon, Telefonica, Telmex, ATT, NTT, TATA, Telstra and other.• Boost the sales of the products of the company's portfolio, included sales initiatives, BAU sales, and support in the preparation of the commercial strategy for solutions and responses to RFPs/RFOs.• Manage services (revenue and costs), forecasts and pipelines to meet business margin targets/goals. Expert in business service management, cost reduction and P & l monitoring.• MTO (Managed take over) of the voice services operations / incidents / problems / changes / CMDB / projects (PBX, Cisco IPT, Voice circuits, voice services, 3rd party partners) on over 100 sites (offices, factory plants, call centers) from the previous service provider. • Control the full execution of technology transformations and new site implementation across the globe. Show less

(10/2015 - 08/2016)Accountable for the B2B (top corporate customers from Telefonica Vivo) Project Management Office and related teams, reaching all the financial KPIs and Customer Satisfaction. End to End leading of Complex Bids RFP, from the sales process till the delivery and project closure. PMO responsible for the B2B corporate main accounts, made of more than 60.000 clients, with projects about IT, Telecommunications and security products.Over 300 complex… Show more (10/2015 - 08/2016)Accountable for the B2B (top corporate customers from Telefonica Vivo) Project Management Office and related teams, reaching all the financial KPIs and Customer Satisfaction. End to End leading of Complex Bids RFP, from the sales process till the delivery and project closure. PMO responsible for the B2B corporate main accounts, made of more than 60.000 clients, with projects about IT, Telecommunications and security products.Over 300 complex projects/programs active at the same time, with main deliveries of complex private data networks (WAN/LAN/Routers/Switches/WI-FI), high speed internet, IT infrastructure, Datacenter related products (Cloud, Colocation, Hosting, Disaster recovery plans, blade servers), security (anti-DDoS, Firewalls, Authentication), Massive M2M cellphone chips, dedicated mobile data APN and telephony access.Financial management of the projects/programs results (Budget, Costs, VPL, ROI)Telefonica, Vivo and GVT PMO unification after the merge of the companies, creating management artifacts, processes and KPIs.•Main projects:- Private Networks, Security and datacenter: Bradesco, Raia Drogasil, Volkswagen, General Motors, Grupo Suzano, Huawei e HSBC.- Massive deployment of traditional voice services: Itaú e Porto Seguro.- Cellphone products and M2M: Petrobrás, Liberty, Telemont, Rede, Cielo, Getnet.- Site/store activation (IT and telecommunications): Dia Brasil, GPA, Kalunga, Arcos Dourados e Atacadão. Show less

Accountable for the Customer relationship, projects, billing, sales and post-sales (IT and Telecommunications operation) teams at Telefonica, B2B corporate financial clients (Banks, Insurance companies and acquirers) and South Region (Top companies at ths PR, SC and RS states).Responsible for over 600 clients (1200+ Companies / CNPJs)Account management with the main client executives and stakeholders:- Service level management, quality reports presentations, KPI control… Show more Accountable for the Customer relationship, projects, billing, sales and post-sales (IT and Telecommunications operation) teams at Telefonica, B2B corporate financial clients (Banks, Insurance companies and acquirers) and South Region (Top companies at ths PR, SC and RS states).Responsible for over 600 clients (1200+ Companies / CNPJs)Account management with the main client executives and stakeholders:- Service level management, quality reports presentations, KPI control, billing contestation, penalty ticket contestations.- Responsible for receiving and addressing escalation of demands, requests for proposal of contracting services, quality management and compliance with the level of service- Operational Management of IT infrastructure and Telecommunications, according to ITIL V3 best practices, of services contracted by clients in Outsourcing services.- Project management according PMI and Agile best practices.- Participation in the integration of commercial and post-sales processes related to the merger with VIVO, Telecom and TVA.- Main clients: Bradesco, Rede, Cielo, Citi, GetNet, HSBC, ALL, Allianz, Porto Seguro, Liberty Seguros, Safra, Tecnologia Bancária, Banco Pan and Banco Rendimento. Show less

Accountable for the Customer relationship, projects, billing, sales and post-sales (IT and Telecommunications operation) teams at Telefonica, B2B corporate financial clients (Banks, Insurance companies and acquirers) and South Region (Top companies at ths PR, SC and RS states).Responsible for over 600 clients (1200+ Companies / CNPJs)Account management with the main client executives and stakeholders:- Service level management, quality reports presentations, KPI control… Show more Accountable for the Customer relationship, projects, billing, sales and post-sales (IT and Telecommunications operation) teams at Telefonica, B2B corporate financial clients (Banks, Insurance companies and acquirers) and South Region (Top companies at ths PR, SC and RS states).Responsible for over 600 clients (1200+ Companies / CNPJs)Account management with the main client executives and stakeholders:- Service level management, quality reports presentations, KPI control, billing contestation, penalty ticket contestations.- Responsible for receiving and addressing escalation of demands, requests for proposal of contracting services, quality management and compliance with the level of service- Operational Management of IT infrastructure and Telecommunications, according to ITIL V3 best practices, of services contracted by clients in Outsourcing services.- Project management according PMI and Agile best practices.- Participation in the integration of commercial and post-sales processes related to the merger with VIVO, Telecom and TVA.- Main clients: Bradesco, Rede, Cielo, Citi, GetNet, HSBC, ALL, Allianz, Porto Seguro, Liberty Seguros, Safra, Tecnologia Bancária, Banco Pan and Banco Rendimento. Show less

Responsible for the infrastructure (IT, Security and Telecommunications) and production control of the teleprocessing environment for authorization of electronic transactions.Controller of the budget of telecommunications services expenses (Telemar, Embratel, Telefônica, Brasil Telecom and GVT), with a history of success in the reduction of costs generated.Project management of IT services,Telecommunications and network, using RUP and PMI artifacts.Implementation of ITIL… Show more Responsible for the infrastructure (IT, Security and Telecommunications) and production control of the teleprocessing environment for authorization of electronic transactions.Controller of the budget of telecommunications services expenses (Telemar, Embratel, Telefônica, Brasil Telecom and GVT), with a history of success in the reduction of costs generated.Project management of IT services,Telecommunications and network, using RUP and PMI artifacts.Implementation of ITIL management methodology for the IT and Telecommunications environment of 3,000 ATMs.Elaboration of RFIs and RFPs for contracting or contract renewal in IT services, Telecommunications and networks. Show less

Manutenção de equipamentos da família TBX e Sopho.