João Luiz Silva Email & Phone Number

Chicago Region, Usa

Responsible for:• Managing Implementations and training for all users on USA.• Coordination with the development team, working as the bridge between American clients and the technical team in Brazil, focusing on clients’ needs and the evolution plan of the software.• Relationship with customers, monitoring their satisfaction.• Process improvements to reduce workload on McDonald’s projects.• Coordinating B.I. Implementation (Microsoft Power B.I.) and Dashboards development integrating with ERP.• Managing users’ performance and productivity by using Crunchflow software. Helping organizations on keeping track of their numbers on projects and forecasting.• Coordinating software troubleshooting, by working together with the development team in Brazil.• Managing support for Crunchflow users.Some important clients: Sevan Multi-Site Solutions, McDonald’s, Starbucks, BP - British Petroleum.

São Paulo Area, Brazil

Responsible for:• Managing Totvs Fluig implementation projects.• Coordinating Protheus implementation integrating with Fluig.• Coordinating Totvs Datasul implementation integrating with Fluig.• Mapping and developing more than 200 internal workflow processes.• Mapping and developing client workflow processes.• Relationship with internal and external customers, monitoring their satisfaction.• Leading development teams to ensure delivery according to contract and SLAs.• Delivery validation, checking for customer supporting and training needs.• Managing users training.• Implementation status reports.• Constant innovation on the internal customer processes.• Controlling budget and SLAs on projects.• Managing other parties for assistance and support supply.• Managing developers and support teams.Some important clients: Globo Campinas, BV Financeira, DryWash.

São Paulo, Brazil

Highlights: First Company’s Service Management Consultant outside Europe.Three first months dedicated to software training, service management and ITIL certification on the company's headquarters in The Netherlands.Responsible for:• Managing implementations.• Helping organizations on maping and improving their service management. • Software users’ training.• Streamlining costumers’ current procedures or introducing entirely new processes, keeping o organization’s culture and know-how in mind, so improvements could be as tailored to customer needs as possible.• Providing instruction during the implementation process, so employees involved in it could manage the software independently and adapt to changes.• Supporting and helping organizations on using ITIL best practices.• Managing support for users.• Managing IT infrastructure on the company.Main ITIL applications were: Incident Management, Change Management, Problem Management, Service Level Management and Service Desk.Some important clients: SBT (second biggest Brazilian TV Channel), Melitta (Germany-based coffee company), Arysta LifeScience (one of the top 15 agrochemical companies worldwide), Apsen (Pharmaceutical Company), Daycoval Bank, DryWash.

São Paulo Area, Brazil

Activities Developed:• Website administration.• Website statistics by using Google Analytics.• E-mail marketing services management.• Responsible for website maintenance and development.

São Paulo Area, Brazil

Activities Developed:• Design and development of pre-registration webpage forms, with multiple forms of online payment.• Support for the access controlling software.• Events statistical analysis.• Responsible for development of final reports at the end of the shows.• Responsible for datamining and mailing organization after the shows.Main technologies used: PHP, Javascript, jQuery, AJAX, HTML, CSS, Delphi, SQL.Some important clients: SAP, IBM, Microsoft, Fiat, GM, Oracle, Dell, BM&F.

Bachelor Of Science (B.Sc.)

Ensino Técnico