Support with the PO in writing User Stories, Features and objectives; Technical background supporting the breakdown, structuring and prioritization of the backlog;Facilitation of planning, daily, retrospective, backlog refinement ceremonies;Identification and resolution of team impediments and those related to the actions of other teams that impact the ART;Support the team in meeting the backlog within the priorities defined during PI Planning;Product Discovery sections aimed at its life cycle and development of new features that will add value to the business;Participation in SAFe PI Planning, Art Sync, Inspect & Adapt ceremonies;Control of tickets in the ServiceNow service management tool;Verification of opportunities for evolution, predictability of delivery and team capacity by monitoring agile metrics such as: Velocity, Lead Time, Cycle Time, Throughput, WIP, Aging;Development of Kaizens to promote continuous process improvement;Assistance to teams in the OKRs cycle;Support in the evolution of self-management of teams with increased maturity in agile practices with the aim of optimizing and enhancing value deliveries via Digital Radar;Working with the team in understanding and approaching the SAFe and Scrum frameworks and disseminating the agile culture;Collaboration with the team in the quality of BDD tests and writing;Knowledge of Devops, CI/CD pipelines and Jenkins tool;Knowledge of the SonarQube code quality tool and vulnerability control tool SAST Checkmarx and DAST Defect Dojo and Acunetix;Proficiency in MS Teams for communication and collaboration; Leadership and negotiation skills, stimulating cooperation between team members and self-organization, encouragement agent to stimulate motivation, communication and team well-being;Conflict management and support in managing dependencies and risks;1:1 sessions aimed at providing continuous feedback to the team and preparing the PDI.

Acting as PO (Product Owner) and directly responsible for managing contracts and suppliers of computers (equipment), outsourcing of printing, mobile telephony, videoconferencing and transport logistics of the company, reporting directly to the company's business area; Direct responsible (PO) of the Service Desk mats: Cloud, ADM (SCCM), N1 Security, Hardware (Equipment Preparation), and Mobile; Active participation as a member of the IT Service Management team; Management, creation and review of IT policies and procedures; Support in quality control, contributing to ensure the continuous improvement of the processes under my responsibility, in terms of functionality, safety, contingency, efficiency and effectiveness; Actions aimed at ServiceNow such as improvements and monitoring of demands: Participation in projects, improvements in IT governance processes and flowchart mappings, performance indicators, performance measurement, dashboards in the ITSM ServiceNow tool, to improve the level of knowledge and service quality; Data analysis for operational decision making, elaboration of action plans to improve the customer experience; Identification of GAPs and diagnosis of processes, in order to establish strategies to solve problems and propose continuous improvement of processes; Participation and support in projects involving the Service Desk;Client: Prudential of Brazil

Coordination of the Service Desk N2 team at the Brazilian level, providing support for around 20 offices and managing 50 queues of calls using the ISTM ServiceNow tool;Orientation of the entire Service Desk N2 team, planning, managing and ensuring the correct distribution of tasks for the Service Desk team. Management of IT service calls, monitoring of tshoots related to HW, SW and corporate networks (TCP/IP, DHCP, DNS), identification of bottlenecks in technical customer service processes;Improvement and transformation initiatives, aiming to improve KPIs of performance, team efficiency and service quality, ensuring that all analysts and teams meet the SLAs;Knowledge-driven decision making that will impact Support, collaboration with other IT teams. Identification of GAPs and diagnosis of processes, in order to establish strategies to solve problems and propose continuous improvement of processes;Preparation of strategic, tactical and operational reports and presentations, data analysis for operational decision making, preparation of action plans to improve the customer experience;Participation in projects and mapping of IT flowcharts and processes, performance indicators, performance measurement, dashboards in the ITSM ServiceNow tool, to improve the level of knowledge and quality of service.Client: Prudential of Brazil

Disseminate the culture of quality in the organization; Mapping and design of service scripts and Service Desk routines; Creation and review of process documentation, flows, technical instructions, operating and management user manuals and guides, ensuring compliance with quality requirements; Maintenance and control of the knowledge base in the ITSM ServiceNow tool; Organization and standardization of knowledge in digital format; Service Desk training, in the use of the knowledge base; Capture of on-going information from the Service Desk and transformation into tacit documentation; Service Desk training in its activities, ensuring that every analyst has the appropriate knowledge; Approval of new software under implementation at the company and transfer of knowledge to the Service Desk; Service Desk quality analysis and monitoring; Realization of feedbacks with leaders and operation; Development of action plans to improve the customer experience; Analysis and treatment of user satisfaction surveys, obtaining improvement in the service and performance indicators with treatment of calls for user dissatisfaction, interacting with the areas and finding the root cause of the problem; Quality audit of IT processes; Analysis, design and redesign of IT processes through process methodology, BPMN notation standard, with the areas of operation and Service Desk, in order to ensure control of IT governance practices following the ITIL and COBIT frameworks; Identification of GAPs and diagnosis of processes, in order to establish strategies to solve problems and propose continuous improvement of processes; Facilitate communication between stakeholders in understanding processes, integration and results; Performance indicators, flowchart, performance measurement, implementation of KPI's and Dashboards in the ITSM ServiceNow tool.Client: Prudential of Brazil

Technical support level 1 and level 2 in loco and remote via SCCM and Bomgar to the incidents of the users, at the headquarters and IT problems. Troubleshooting incidents in operating systems, Windows 10 platform products and Prudential internal systems. Installation, configuration, solution in IBM Lotus Notes, Outlook, Office 365 and Mcafee antivirus email systems. Support for Cisco AnyConnect VPN and WebVPN, management in the SafeNet Mobile Pass system (account platform for access to VPN and WEBVPN), troubleshooting and hardware components in notebooks, desktops and Surface. Management of mobile devices on the MobileIron platform compatible with the iOS system. Support for IOS Iphone and Ipad architecture mobile devices. Software update, rollout, installation of software and hardware, detection of hardware problems, maintenance of equipment, installation and configuration of printers creation of user logins on WI-FI networks on the Palo Alto firewall. Backup, formatting and restoration of equipment, image installation, troubleshooting IT problems (user environment x AD and infrastructure), inclusion and exclusion of equipment in the domain, unlocking and resetting network user passwords in AD. Support and training for the entire N1 team at the Service Desk Algar. Opening and monitoring team calls via Service Now, performing classifications, triage and support with solutions or escalation of calls inherent to the IT area, always following the SLA standard for each item, configuration and creation of dashboards. Creation of technical documentation (knowledge base), support for video conference rooms.Client: Prudential of Brazil

Remote level 1 and level 2 technical support via SCCM and Bomgar to users, at the Matrix units, Vida em Grupo office - SP, and all support points in Brazil. Installation, customization, incident resolution on operating systems, Windows 7, 8 and 10 platform products and Prudential's internal systems. Installation, configuration, solution in e-mail systems IBM Lotus Notes, Outlook, Office 365 and Mcafee antivirus. Cisco AnyConnect VPN and WebVPN support, SafeNet Mobile Pass system management (accounting platform for VPN and WEBVPN access). Installation, configuration of printers, management of mobile devices on the MobileIron platform compatible with iOS system, support for mobile devices of IOS architecture, Iphone and Ipad. Detection of problems and hardware components in notebooks and desktops, unlocking and resetting network user passwords in AD, resolving incidents in user x server structures, support vips users. Monitoring of services in Zabbix, Dynatrace, IBM Dashboard Application Services and Service Now tools. Opening and monitoring team calls via Service Now, performing classifications, screening and support with solutions or escalation of calls inherent to the IT area, always following the SLA standard for each item. Procedures documents and work instructions. Booking, controlling and supporting video conference rooms, controlling and granting access to network folders and files, and user profile configuration.Client: Prudential do Brasil

Technical support level 1 and level 2 in person and remote, to the company's customers. Troubleshooting incidents in operating systems, Windows 7 platform products. Troubleshooting and hardware components in notebooks and desktops. Field technician, service to the entire portfolio of external customers of the company. Support and implementation of printing outsourcing to the company's customers nationwide, support for HP servers, disk replacement (HD) and rebuild of it, replacement of combs and memory modules, replacement of cooler among other components. Installation of multifunctional printers, creation of print queues inside the print server, validation of the equipment as to its functions, support and implementation of print retention software (Secure Print) and its N-Releaser, N-Access, N-Host solutions , N-Billing and NDPrint, from NDDigital. Support, printer maintenance and parts replacement, from Lexmark, Samsung and HP brands. Support to Citibank bank branches, in the Digital Signage project, in partnership with JChebly. Verification of Samsung screens, calibration of image density, verification of interactive content, verification of touch, installation and exchange of screens, support for Surface tables, among others.