Fernanda Mathias

Fernanda Mathias Email and Phone Number

ITSM - Senior Regional Manager - Nestlé IT LATAM @ Nestlé
vevey, vaud, switzerland
Fernanda Mathias's Location
São Paulo, São Paulo, Brazil, Brazil
About Fernanda Mathias

I am a recognized leader who can lead people in complex, fast-paced environments, like Operations. I have a breadth of skills, ranging from Service Management to technical (ITIL, NCE, Scrum). I am a storyteller and a strong relationship manager, with a proven track records. I am results-driven and eager to continue learning and developing. And last but not least, I love problems and I am career mentor volunteer.

Fernanda Mathias's Current Company Details
Nestlé

Nestlé

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ITSM - Senior Regional Manager - Nestlé IT LATAM
vevey, vaud, switzerland
Website:
nestle.com
Employees:
176275
Fernanda Mathias Work Experience Details
  • Nestlé
    Itsm Senior Regional Ops Manager Latam
    Nestlé Aug 2022 - Present
    São Paulo, Brasil
    Responsible for the IT Service Experience, Service Desk, Change Management and IT Crisis Management, operations and processes for all the countries in the Latin America region.We work to deliver consolidated operations to +50.000 Nestlé employees for the above mentioned services.
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  • Nestlé
    It Service Experience Lead Latam
    Nestlé Apr 2018 - Aug 2022
    São Paulo, Brasil
    Leading a team with 8 people allocated over LATAM , responsible for the Nestlé employee's IT Service Experience.We are Incident and Problem Managers, also burning issues mediators.Our ITSM tool is Service Now which we are specialist.We are constantly guiding and training IT community in Best Practices. Also measuring, analyzing and evaluating our IT Services, aiming to find creative solutions to deliver the best Service Experience when they need to open a ticket.
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  • Connectis
    It Service Experience Specialist @ Nestlé
    Connectis May 2017 - Apr 2018
    São Paulo, Brasil
    Incident, Change and Problem Manager at Nespresso Brasil.Relationship with technical teams to ensure ITSM processes adherence and quality of services delivered.Development of initatives to leverage operations.Burning issues mediator between Receivers and technical teams.
  • Nethus Integradora De Soluções
    Service Delivery Manager
    Nethus Integradora De Soluções Oct 2015 - Dec 2016
    São Paulo E Região, Brasil
    Responsible for a Service (CA UIM/SDM) delivered to MyNOC AVAYA. Main interface between resident team and the leadership customer team.Responsible for the burning issues, problem solving and continuous improvement.Leadership and assistance to resident analysts in ITSM processes.
  • Avaya
    Telecom Support Specialist Ii
    Avaya Apr 2007 - Apr 2014
    São Paulo, Brasil
    Support on VOIP Recorders - NICE Systems to premium customers as Citibank, Santander, Itaú and ATENTO at LATAM region. Investigation, resolution and root cause analysis.Daily interaction with Developers/Engineers (foreigners) due to incidents escalations.Standard Routines creation, focused on continuous improvement and standardization.
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  • Avaya
    Service Desk Analyst
    Avaya May 2006 - Apr 2007
    São Paulo, Brasil
    Tier 0 on Global Service Desk.Preventive and corrective maintenance in AVAYA PBX (Communication Manager).Follow-up the tickets with suppliers.
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  • Apolo Sistemas
    Support Analyst
    Apolo Sistemas Apr 2002 - Dec 2004
    Mogi Das Cruzes - Sao Paulo
    Remote support on application Dealer Modular Sales Management (DMSM).Homologation on new versions of DMSM.
  • Fitness Formula Academy
    Resident Analyst
    Fitness Formula Academy Nov 2001 - Apr 2002
    São Paulo, Brasil
    Onsite support to the end users of gym management system.Preventive and corrective maintenance on hosted servers.Follow up tickets with suppliers.
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  • Proper Informática
    Support Intern @ Unimed Gru
    Proper Informática Feb 2000 - Nov 2001
    Guarulhos - Sao Paulo
    Implementation, training and support on applications know as Clinic Management and Unimed Health Assurance Management.

Fernanda Mathias Skills

Voip Telecommunications Avaya Itil Nice Systems Microsoft Sql Server Sistemas Operacionais Tecnologias Avaya Call Centers Managed Services Contact Centers Centros De Contato

Fernanda Mathias Education Details

Frequently Asked Questions about Fernanda Mathias

What company does Fernanda Mathias work for?

Fernanda Mathias works for Nestlé

What is Fernanda Mathias's role at the current company?

Fernanda Mathias's current role is ITSM - Senior Regional Manager - Nestlé IT LATAM.

What schools did Fernanda Mathias attend?

Fernanda Mathias attended Fgv - Fundação Getulio Vargas, Universidade Braz Cubas, Ete Carlos De Campos.

What skills is Fernanda Mathias known for?

Fernanda Mathias has skills like Voip, Telecommunications, Avaya, Itil, Nice Systems, Microsoft Sql Server, Sistemas Operacionais, Tecnologias Avaya, Call Centers, Managed Services, Contact Centers, Centros De Contato.

Who are Fernanda Mathias's colleagues?

Fernanda Mathias's colleagues are Shifat Islam, Negin Majdi, Dinesh Bhatt, Triệu Mẫn Trần, Jim Cresce, Leandro Souza, Constantin Vinczencz.

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