Fernando Fernandez Palma Email & Phone Number

State Of Bahia, Brazil

São Paulo, Brazil

-Mixed role in consultancy teams: Product Owner, Scrum Master and Quality Assurance: Product Owner, Scrum Master and Quality Assurance-Consultant responsible for implementing processes for ITSM and CSM modules in ServiceNow.-Mapping business requirements based on best practices from the ServiceNow platform.-Leading process and best practice workshops.

Paraná, Brazil

• Postgraduate professor in IT Governance, Digital Security and Data Management course.
• Professor of the IT Strategic Planning discipline. Context involves: How to develop and manage PETI / PDTI: Balanced Scorecards - BSC, mission and vision, values, strategic map, strategic objectives, actions and.
• Professor of the IT Strategic Planning discipline. Context involves: How to develop and manage PETI / PDTI: Balanced Scorecards - BSC, mission and vision, values, strategic map, strategic objectives, actions and.

São Paulo, São Paulo, Brazil

-Responsible for leading a team of ITSM and ServiceNow specialists-Coordination subordinate to senior I&O management-Responsible for leading the ITOM ServiceNow module implementation project and operation/improvement of the ServiceNow ITSM module.-Work carried out in interaction with the IT Governance team-Direct interaction with other operations.

Achievements: - New IT service catalog developed.- Better customer service, through interactions with users, new processes, procedures, policies and ServiceNow customizations.Context: - Client: ALPEK Polyester - multinational global leader in the production of polyester products.- IT Governance Consultant within the IT Global Governance team. - Part of the.

Achievements: - 7 successful projects. - 75% of projects delivered within the initial schedule.Context: - Two main roles related to implementing the company's IT support contracts.: delivery manager and good practices specialist.- Clients: State Grid, Atakarejo, Cogel, SEINFRA, TJBA, SERASA, SEBRA-SP.Activities: - Coordination of governance / ITSM projects.

Salvador Area, Brazil

Achievements:- 40% reduction in response time for systems maintenance (Time to Repair - TTR) with ITSM (IT Service Management) practices.- New flow and process automation and connectivity services in the regions of the state of Bahia.- Conducting the Government Network project, with a budget of 400 million reais.- Reducing the change backlog with change.

Freelance consultantAchievements: - Adoption of 07 ITIL / ITSM (IT Service Management) processes - incident management, request management, problem management, change management, service level management, configuration management, service catalog management.- Better services provides for IT Supoort departament. Context: - Labchecap Customer Service Desk.

Bahia, Brazil

Achievements: - 3 successful projects. - Project 1: assessment/audit of IT governance based on COBIT framework and project portfolio with initiatives based on ITIL practices.- Project 2: Information Technology Master Plan (PDTI), covering people, processes, technology, structure and outsourcing.- Project 3: Diagnosis of ITISM processes and project.

Incompany

• By Xsite/ILUMNA: 15 classes - official ITIL Foundation course
• By Voyager: 12 classes in TRTs across Brazil - official ITIL Foundation course
• By Avansys Tecnologia: 10 ITIL Foundation classes and 7 COBIT Foundation classes taught
• By Provasdeti: recorded online courses on security management with ISO 27001, ISO 27002 and ISO 27005 acquired by more than 800 students
• For RESOURCE client: 2 ITIL Foundation classes taught as an independent professional
• For DESENBAHIA… Show more

Brasília, Federal District, Brazil

Achievements: - 3 projects delivered with 100% customer approval.Context: - IT governance consultant hired by G4F.- Client TRT-SE: implementation of IT governance and information security office; assisted operation, covering monitoring, reporting and continuous improvement. - Client SEBRAE-RS: evaluation/audit of 34 IT governance processes based on COBIT.

Salvador

• Achievements: 5+ classes of ITSM Subject, all with more than 80% approval in the teacher assessment.
• Context: ITIL / ITSM (IT Service Management) subject professor.

• Achievements: 8+ classes of ITSM Subject, all with more than 80% approval in the teacher assessment.
• Context: IT Service Management - ITIL subject at IT Governance Curse,

Bahia, Brazil

• Freelance Consultant -
• Achievements: project delivered with excellent customer satisfaction. Insertion of the organization in the initial stages of maturity in information security.
• Context: diagnosis of 11 sessions of ISO 27002 and ITGC; portfolio of projects with actions necessary to reduce gaps and improve maturity; preparation of Information Security Management Policy. Client José Silveira.
• Activities: project management… Show more - Freelance Consultant -
• Activities: project management (traditional methodology: PMBOK); information security alignment and awareness workshop; technical visits and interviews to evaluate controls; evaluation of controls; data analysis and.
• Sessions of the NBR ISO 27002 Standard that were part of the scope: Information security policy; Organizing information security; Asset Management; Security in human resources; Physical and Environmental Security.

Bahia, Brazil

Freelance ConsultantAchievements: - servicedesk implementation within the planned deadline.Context: -IT Service Desk Project with 06 agents to provide services to SECULT/BA. - Acting as project manager and ITSM / IT Governance specialist. - Client: Department of Culture (SECULT)Activities: - understanding the business. - team selection. - modeling of.

• IT Service Management Subject

Salvador, BA, Brasil

• Achievements: < 80% of demand backlog with change management (ITSM / ITL process); Implementation of Change Management for adaptations to Hospital systems; introducing the company into the culture of recording.
• Context: leader in technology and telephony sectors (Call Center), managing a total of 11 professionals.
• Activities: team coordination; organization… Show more
• Activities: team coordination; organization of demands and project portfolio; budget management (OpEx and CapEx); supplier management; visits to network units; adoption of new task management tools, such as dotproject.

• Achievements: First 5 (successful) jobs as an ITSM consultant.
• Context: IT service desk and process implantation. Some clients: MEC, MiNC, ALBA, Cogel, MPT
• Activities: responsible for team selection and training, process analysis, process design, ITSM tool adaptations and transition leadership.

• Context: Team management with 13 Systems Analysts. Client: UNEB.
• Achivements: reduction of bugs with configuration and change mana. practices; SVN evolution;
• Activities: Project Manaager for new systens.
• Technologies: MS-Project, Java, PHP and.NET language; SQL Server 2005 database

• Achievements: decrease of incidents with the implementation of problem management; better SLA´s performance
• Context: 16 direct and 41 indirect professionals team of 1st and 2nd level support for 12,000 users. Client: Court of Justice of the State of Bahia

Context: System Analyst Client: SECActivities: Configuratin Management, programar, Systens requirements gathering, process design.

Salvador, Bahia, Brasil

• Achivement: first company Test Analyst, participation on CMM II accreditation process
• Context: Responsible for planning and executing system tests within the Software Factory,

Master'S Degree, Business Administration And Management, General

Mestrado em Administração.

Bachelor'S Degree, Information Technology