Harley Silva Email & Phone Number

State Of Santa Catarina, Brazil

Campinas, São Paulo, Brazil

After my time at QuintoAndar, i started a new journey at Icaro Tech, a brazilian company with more than 25 years of experience in digital experience and automation, focused on operational efficiency and UX.As a systems analyst, my main duties are:- Mapping of ITIL-based, business processes;- Installation, configuration and implementation of ITSM/ESM systems.

São Paulo, São Paulo, Brazil

Following a very fruitful 6 month period in the team, i was promoted to Senior level.I played a major role on ensuring the delivery of strategic projects, that enabled our operations to be simplified and scalable, as QuintoAndar began to grow fast. I've delivered projects such as:- Data product overhauling and migration to official data pipeline (through Looker);- Continuous application of NPS surveys;- Continuous knowledge base reviewing;- Official IT Ops home pages using Notion, including standardized monthly reports to QuintoAndar's Product area;- Service catalog reviewing;- SLAs reviewing, including historical and statistical analysis;- UX / UI overhauling for our Helpdesk Service Portal;- User creation / migration for Google Workspace and Slack, as a integration step for new companies within the Group (M&As);- Service delivery projects for multiple areas and BUs.

São Paulo, São Paulo, Brazil

In the beginning of the following year, i was approached by QuintoAndar, the largest housing platform in Latin America, to begin the construction and work on all fronts related to processes reviewing & quality assurance for the IT Ops team.My main deliveries in this period were:- SWOT analysis to facilitate understanding of the current scenario and tactical planning;- NPS survey for better understanding our internal customers' perception towards IT Ops;- Knowledge base overhauling related to Helpdesk ticketing lifecycle, and our expected service quality standards;- Business rules adjustments for our ITSM platform, based on our updated knowledge base;- Data product construction, containing Helpdesk, project board, endpoints, logistics and NPS surveys data.

Florianópolis, Santa Catarina, Brazil

For 2020, i proposed to both my leader and IT Infra & Security's team leader a job rotation, as an opportunity to develop myself in processes and operations analysis for IT environments, and because i understood that there were several opportunities for improvement, since they were one of our major stakeholders in Procurement.In IT Infra & Security, i worked bringing my know-how and experience to develop activities such as:- Purchases, contracts and payments management;- IT asset management;- BPM approach for business rules defined for our Helpdesk support;- Service catalog reviewing for our Helpdesk support;- Knowledge base construction for activities related to our operations;- Data product construction for Helpdesk support's KPIs.

Florianópolis, Santa Catarina, Brazil

After my first year working at RD, i was happy to be promoted from assistant to analyst, as i started to control and operate most of the Procurement requests made within the company.From this period, i can highlight the following deliveries:- Daily, weekly and monthly schedules for activities developed by the team, for better alignment of expectations and compliance with SLAs with internal customers;- Construction and publishing of Awards Playbook (award options operated within the company);- FAQ and step-by-step guides documentation for Procurement activities (knowledge base);- Data product overhauling (further deep-dives);- BPM approach for IT inventory processes, envisioning the implementation of a endpoint management tool by the IT team (due to their representativeness in the total composition of the company's asset).

Florianópolis, Santa Catarina, Brazil

Following my finished internship at Polo, i began working at RD Station, a major digital marketing company in Brazil.My duties were mainly related to Procurement activities, but were not limited to that. One of the main reasons for my hiring at the time was because of my background in inventory management, brought from Polo.As an assistant, i've developed activities such as:- Procurement operations and service management;- Construction and reviewing of Purchasing Playbook;- Inventory analysis and business case elaboration;- Data product construction, for Procurement and Inventory.

Florianópolis, Santa Catarina, Brazil

I worked as an intern for Polo, a major research institute in the Mechanical Engineering area.My duties were related to day-to-day administrative activities, such as:- Guiding visitors through the building (reception);- Translating (pt-BR to en-US) and publishing academic researches and news, regarding the institute;- Documents and contracts processing (approvals, signatures);- Inventory management for the university's public patrimony.Within the inventory activities carried out, i was responsible for managing the institute's warehouse, which keeps most of its high-value goods used for all project lines developed in it. From this experience, i could develop my completion of course work in Business Administration, where i demonstrated that the lack of definition of entry processes and asset controls has already led - and would continue to lead - the institute to waste a significant amount of money over time due to the repurchase of goods already available.

Pós-Graduação Lato Sensu - Mba, Project Management

Bacharelado, Administração