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 within ServiceNow.-Crafting user stories and planning sprints using SCRUM methodology.-Overseeing development and testing of… Show more -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 within ServiceNow.-Crafting user stories and planning sprints using SCRUM methodology.-Overseeing development and testing of solutions built for ServiceNow. Show less

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 projects, SWOT analysis performance indicators (KPIs) how to use COBIT 2019 to define and manage IT strategy; operational budget (OpEx) and capital budget (CapEx)… Show more • 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 projects, SWOT analysis performance indicators (KPIs) how to use COBIT 2019 to define and manage IT strategy; operational budget (OpEx) and capital budget (CapEx), dashboards.Teaching schedule: https://posdigital.pucpr.br/cursos/governanca-de-ti-seguranca-digital-e-gestao-de-dados Show less

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 teams-Co-responsible for optimization of ITSM processes, including Change Management, Incident Management, Problem Management and… Show more -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 teams-Co-responsible for optimization of ITSM processes, including Change Management, Incident Management, Problem Management and Release Management. Show less

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 IT team with around 150 professionals who provide services to more than 6 thousand users globally distributed:… Show more 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 IT team with around 150 professionals who provide services to more than 6 thousand users globally distributed: USA, Canada, Mexico, United Kingdom, Brazil, Argentina and Oman.Activities: - IT Governance and IT Service Management (ITSM) projects leader.- Audit/assessment of processes with COBIT 2019 / ITGC framework to identify and address gaps. - ServiceNow customization. - User satisfaction evaluation. - Process design, flowcharts in BPMN, and tool customization. - Dashboards building, monitoring and continuous improvement of KPIs, SLAs and OLAs. - Monitoring and management of process compliance. Governance assessment carried out with 72 company professionals in 6 global regions: 14 IT professionals and 48 users.- Some ITIL processes applied: Change Management, Incident Management, Service Catalog Management.Technologies: - ServiceNow, WorkFront, Bizagi, SAP, Protheus, Teams, Power BI, Excel, MS Office. Show less

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 in a hybrid approach (PMBOK and SCRUM), with a macro project in MS-Project and phases managed with a… Show more 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 in a hybrid approach (PMBOK and SCRUM), with a macro project in MS-Project and phases managed with a SCRUM approach in fortnightly waves managed in Jira.- Alignment of stakeholders for each new contract (clients, users, operations and monitoring team).- Current situation assessment; process procedures and polices design and documentation (incidents management, requests management, events management, changes management, problems management, catalogue management, service levels management, capacitymanagement, among others).- Design flows in BPMN.- Definition of KPIs metrics (metrics book) and reporting models.- Preparation of SLAs and OLAs; customization of ITSM tools (ServiceNow, Cervello, CA Service Desk Manager), playing the role of Product Owner who interacts with the development team.- Conducting ITL training: on procedures, policies and the use of ITSM tools. - Compliance management of standards and activities in relation to ISO 20,000, ISO 27001, LGPD, ITGC and SOX. - Practices based on ITIL 4 and assessments conducted with the help of the COBIT 2019 framework. - IT and TELECOM clients. Development of an information security risk management methodology for the TJBA client, based on the ISO 27005 standard.Technologies: - GLPI, ServiceNow, Cervello, CA Service Desk Manager, Bizagi, MS-Project, RPA, Automation Anywhere, Excel, MS-Office. Show less

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 management.Context: - Responsible for the departments of Corporate Solutions and Information Security (DSCSI)… Show more 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 management.Context: - Responsible for the departments of Corporate Solutions and Information Security (DSCSI), within the Bahia administration agency, which plays a systematic role.- Manager of two coordinations: corporate IT solutions and Information Security Management.- 13 subordinates, including 2 coordinators.Activities- Encourage the state public bodies and companies to share IT services. - IT portfolio management provided to all state government agencies and units. - Example of a large shared service: Government Network.- Leader of large projects withi bugets of until U$80 milions (R$400 milons).Technologies: -Power BI, MS-Project, Jira, Spiceworks, Redmine, FSecurity, Canvas, Protheus, Infovia Digital da Bahia - IDB, SEI, SIAP, SIMPAS, Teams, Planner, Dynamics . Show less

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 improvement project, with a scope of 7 ITIL V3 processes.- Healthcare company: laboratory tests.- First… Show more 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 improvement project, with a scope of 7 ITIL V3 processes.- Healthcare company: laboratory tests.- First ITSM / customer governance project.Activities: - Diagnosis/evaluation of the current status of processes.- Action plan containing projects and deliveries necessary to reduce gaps. - Development of processes, BPMN flows, performance indicators and policies.- Team Training in ITIL pratices.- Team Training inprocesses, procedures and policies deployed.- Customization of the GLPI system and APIs. - COBIT 5 framework used to evaluate the current situation and proposals for improvements.Technologies: - GLPI, MS-Project, Bizagi, MS-Office. Show less

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 portfolio. - Better IT maturity for customers and better IT x business alignment approach.Context: - IT governance… Show more 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 portfolio. - Better IT maturity for customers and better IT x business alignment approach.Context: - IT governance and IT service management consultant (GSTI / ITSM) for the consulting company Voyager, having worked in several state bodies. - Use of COBIT framework, ITIL praticies and ITGC controls references.Activities: - Awareness lectures; workshops to approach and interact with customer representatives.- Understanding new business areas.- Project leadership (traditional methodology: PMBOK).- Assessments with internal (IT professionals) and external (users) stakeholders.- Design BPM flows and plans for process adoption (e.g.: incident management, knowledge management, problem management, capacity management, configuration management, event management, release and deployment management, service portfolio management, service catalogue, continuous improvement of services). - Preparation/proposition of metrics (KPIs - main performance indicators) Show less

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 • 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 client: 02 ITIL Foundation classes taught as an independent professional• For Renova Energia client: 1 ITIL Foundation class taught as an independent professional• By GSTI Portal* training: 5 ITIL EAD classes (*ITSM Portal) Show less

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 and portfolio of projects and actions to reduce gaps and improve process capacity. - Client SSP-BA: IT governance… Show more 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 and portfolio of projects and actions to reduce gaps and improve process capacity. - Client SSP-BA: IT governance assessment based on COBIT and ISO 27002 controls and preparation of IT Strategic Planning (PETI).Activities: - Initial project meetings with clients; project planning and management (traditional methodology: PMBOK).- Understanding of business areas. - Workshops and lectures to raise awareness and approach. - Definition of standards and responsibilities, costs and physical environment for the start of the governance and information security office, published in internal normative acts called ordinances (client TRT-SE).- Preparation and publication of metrics / KPIs notebooks for measuring performance and improvements. - Planning, negotiation and pilot execution of SLAs and OLAs. - Design of flows in BPM and implementation of processes (design, publication, training). - Various processes adopted, such as: strategic IT management, service portfolio management, IT financial management, demand management, capacity management, service level management, availability management, change management, configuration management, incident management, problem management and request management. Show less

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 Foundation. Acting as project manager.•Activities: project management… Show more - 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 Foundation. Acting as project manager.•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 reporting; 106 risks identified, assessed, prioritized and 75 actions proposed. Preparation and proposal of Information Security Policy (PSI).• 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; Operations and communications management; Access control; Acquisition, development and maintenance of information systems; Information Security Incident Management; Business Continuity Management; Conformity. Show less

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 processes and flows. - team and user training; customization of the OCOMON tool.-… Show more 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 processes and flows. - team and user training; customization of the OCOMON tool.- Processes included in the scope: incident management; problem management; request management and change management. Show less

• 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, managing and controlling changes with Change Control Committee (CCM) meetings; modernization of the hardware park.• Context: leader in technology and telephony sectors (Call Center), managing a total of 11 professionals.• Activities: team coordination; organization… Show more • 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, managing and controlling changes with Change Control Committee (CCM) meetings; modernization of the hardware park.• Context: leader in technology and telephony sectors (Call Center), managing a total of 11 professionals.• 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 and mantis; change log; reporting incidents, problems and changes.Technologies: Java, PHP, .net, javascript, html, Nagios, DotProject, Mantis, Oracle DB, simpress, hp desktops. Show less

• 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