Responsible of South American IT operations, in the Service Solutions division of Robert Bosch, acting on Customer Experience, Monitoring, and Mobility Services.IT focal point of Bosch Service Solutions for Robert Bosch Latin America (RBLA).For Bosch Service Solutions:- Coordination of IT team for Laitin America.- IT solution architect for Sales and Operations teams in designing proper IT solutions according the RFQs/RFPs and business needs.- Design, development and integration (with internal or external teams) of CRM solutions and Multi-channel platforms.- Finance management (CAPEX, OPEX) of the department.- Support and sustainability of IT systems for South American locations (Brazil, Chile): data center, Active Directory, backup job management (Veeam), local systems, connectivity with other global locations, achieving over 95% SLA of tickets closed.- IT infrastructure management, located in Joinville, Brazil, maintaining 24x7 availability of systems and telephony over 99,9%.- L1, L2 IT support tickets management for Brazil and Chile.- IT outsourcing management (systems, data links, IT services).- Change Management (request, presentation, execution) on the IT infrastructure (data center, AC, power systems).For RBLA:- Service management on corporate ERP (SAP).- Access management for corporate systems.- IT asset management (PC, mobile phones).- IT budget management for Service Solutions divisions on the corporate IT.- Onboarding of external SaaS applications

- Lead regional IT team, responsible for sustainability of 24x7 IT operations (systems, hardware and infrastructure) for 3 business units in Brazil.- Hands-on experience with infrastructure support and troubleshooting at data center, office and shop floor (Server Hardware and software, Cisco devices - LAN, WIFI, and VoIP).- Manage internal service requests (incidents, problems, changes, stakeholders, suppliers), monitoring SLA indicators.- Outsourcing management with IT service providers, such as: ERP consulting, EDI providers, phone systems (VoIP, mobile), print outsourcing, payroll and accounting/fiscal application, ensuring that provided resources are available and qualified to ensure company's business process running.- Project management, either regional and global-wide, as project resource or project manager.- Yearly budget, forecast management for department.- IT capital investment (CAPEX) for the region.- Direct report to Finance Director, South America and IT Vice-President, Americas.

- Technical support (locally or remote) to IT infrastructure for Tower business units in Brazil: PCs, Windows servers (Active Directory, DNS, DHCP, RDS, IIS), laser and thermal transfer printers, wireless barcode readers (Teklogix, Intermec).- 1st level support on business-related applications: ERP (QAD), barcode solutions (Eagle), payroll, accounting/fiscal, time and attendance.- IT asset management.- Bills and Invoices Payment management (receiving, requisition, follow-up).- LAN infrastructure management for South American business units: switches, access points, structured cabling, addressing reservations (Cisco-based equipment).- Phone system management (VoIP, Cisco), mobile (GSM, Nextel).

- Technical support (locally or remote) to IT infrastructure on customers (Microsoft, Linux platforms).

- Technical support (locally or remote) to IT infrastructure (LAN, servers) for FIAT group (headquarters office, factory and regional offices), on Microsoft-based (AD, DNS, DHCP, print services, storage, ISA Server), Avaya, Enterasys and Linux.- Support clients' requests, via ticketing systems.- Change management on production environments.- Data Center infrastructure (racks, server, cabling) maintenance at Fiat Auto facility, install and prepare (hardware and OS) server for business.- Security vulnerability management on Windows, Linux and LAN platforms, performing proactive/corrective measures on Windows systems and escalating the measures regarding Linux and LAN platforms.

- Team leadership of helpdesk team (end user support, server maintenance), located in Fiat do Brasil headquarters site, in Nova Lima, MG.- Full hands-on experience on end user's PCs, peripherals and software, committed with SLA levels with internal and external customers.- Coordination of IMAC (Install-Move-Add-Change) actions to the team, per agreed with leadership.- Management of assets allocated on customer's site, assuring availability and full functionality.- Technical resources' allocation, ticket management.

2000-2001: End user support - hardware, software, server maintenance in Fiat Automoveis plant (Betim, MG).2001-2002: End user support - hardware, software, server maintenance, LAN cabling, PBX system in Magneti Marelli site (Contagem, MG).2002: End user support and server maintenance in Fiat do Brasil site.

Computer hardware (PC, servers, printers, peripherals) and infrastructure maintenance, in lab or on-site.

Computer hardware (PC, servers, printers, peripherals) and infrastructure maintenance, in lab or on-site.