Building new paths of success for our customers.

Leader of IT-One Managed Services delivery team, people manager, working on area strategy to expand our marketshare, developing more competitive offers, generating team efficiency using Agile Methods, Analytics and Automation to grown following an optimized way to provide ours customers the best services, cost reduction, helping then to focus on their core business. Here below are the goals and the most relevant actions performed:- Increased the area Revenue on first year (2017) of management in 84% comparison 2016- Increased the area Revenue on second year (2018) of management in 45% comparison 2017- Increased the area Revenue on Third year (2019 until august) of management in 71% comparison 2018- Increased team collaborators from 10 to 30 resources (300% up)- Increased the customers managed services contracts from 15 (2016) to 50 (2019) customers (330% up)- SLA% delivery average greater than 95% in 2019- Customer delivery satisfaction greater than 86% in 2019- Provided Upselling contracts increasing the revenue ticketing - Implemented the 24x7 Team- Implemented the Agile culture to drive the team and the delivery- implemented Agile tools- Implemented the DevOps Team- Implemented the analytics mindset and management controls - Move the company SAP platform to the Cloud- Restructured the on premisses Data Center- Restructured the company own cloud infrastructure - Worked on new leaders development- Worked to Help team resources to achieve more than 20 Certifications - Implemented the mentoring program between the resources (The more experienced resources mentoring the less ones)

Coordinator of IT-One Managed Services operations teamHere below are the goals and the most relevant actions performed:- Restructuring the Managed services area- Rebuilding the current traditional Offers- New managed services Offers were created alligned to Digital transformation market- Provided Upselling contracts increasing the revenue ticketing - Implemented a new Service Desk platform according to all ITIL process preparing the area for ISO20K- Implemented the Results contract for all the team including the trainees

Applied Agile Methods, techniques, practices and values, developing ways to enhance the team communication, integration, productivity and quality to go to another level of delivery. Here below are the goals and the most relevant actions performed:- Worked as the Scrum master of the T.U.T.O.R. Digital Education Platform Objectives of T.U.T.O.R Platform: - Using short education videos (no longer than 5 minutes) - Reduce the time for a new employee get ready to support the customers- Elevate the level of the current Analysts that are on the first step of their career - All the trainings videos produced were made by the senior analysts of our own team, its was all homemade- All the information used to drive the training videos was a result of the analytics work using Watson getting all the information of our service desk. Goals:- Reduced the new employee preparation from 6 months to 1 month to be ready to attend the requests- Generated more certifications on the team - Increased the level of the junior analysts- Improved more delivery quality - It was a democratic way to provide more education for the team Awards:- This project was awarded by a world challenge inside IBM. - This project was recognized by IBM CEO

Performed delivery demand analytics, identifying and coordinating execution of defect prevention plans, drive reduce costs plans, ensure team performance quality, driving improvement projects, implementing and maintaining best practices and standard quality procedures on all parts of the team, analyze process behavior, ensure and provide quality information for management decision-making in real time and drive decisions based on those measurements. Most relevant Project Goals:Worked supporting the architects during the Dynamic Automation Deploy. Here are the results achieved with Dynamic Automation Project:- Identified and fixed 40-45% of the incoming problem tickets, freeing IT staff to concentrate on more complex issues.􏰀- Reduced the mean time to recovery (MTTR) from days and hours to minutes, preventing severity 3 and 4 events from becoming severity 1 events.􏰀- Provided granular, transparent, and thorough level of details that can be analyzed to identify patterns and to provide insights to make continuous improvements in the environment.􏰀- Helped with rapid resolution of incidents, combined with the scalability of virtual engineers and elimination of human errors.􏰀- Is fully auditable and compliant with today’s IT security requirements.

In Parallel of DA Job Role, I was nominated as 24x7 Team CoordinatorHere below are the goals and the most relevant actions performed:- 24x7 Rebuild, defining rules to protect our support providing safety for client business- 24x7 Wiki rebuild to provide documentation, process and procedures orientation.- Operational Defined buckets, a better understanding of what is the 24x7 service, why the resources is in there, how he could grow up on the team, moving to another bucket leaving the first support, all rules were defined and documented.- Economy of Overtime during the weekends, attending the new guidelines defined by the company, reducing the costs.

Tivoli ITM, HP Openview and NetIQ Specialist providing infrastructure support on more than 70 customers around the World. Here some of the customers supported:Disney, Novartis, AstraZeneca, Carlson, Morgan Stanley, Panasonic, Hess, Target, Circuit City, GAP, Michelin.Most Relevant actions:- Avoided environment vulnerability - Applied defect prevention to reduce manual workload, optimizing events generating productivity savings - Infrastructure health check control- Drove solutions, improvements and designed automated scripts.Performed many infrastructure enhancements and participate on several projects of many different kinds focused on customer environment best experience.

Worked as a trainee and the main goal was be part of the team responsible for new ERP Software deployment, something super new at that time that helped a lot the company to be faster, controlled, organized, optimized to grow on their business, wasn't just a software deployment, it was culture mindset change, very proud to be part of that.

Act providing Outsourcing Services as a Systems Consultant for Banks- Responsible for Deployment and maintenance of Banks Payroll and Bills General Software - Software trainings for end user

Maintenance of hardware and software including:- Desktop- Notebooks- Network Devices