Andre Landini, Itil V4 Email & Phone Number

Quebec, Canada

My role is to ensure that services currently in production are delivered as expected to stakeholders and users. The role covers the complete delivery of Enterprise IT, R&D IT and Test Environment services to the business. The ICT Delivery Manager acts as an escalation point for business stakeholders for issues with Services/Solutions/Products. When this happens, coordination between external vendors, Product Management and Service Management is often required so I have to make sure that all parts are working towards the solution. I also work closely with the ICT Business Relationship Manager, who works with stakeholders on new/future requests. I’m the representative for Global and Regional IT Security on all IT Security matters and, as such, must ensure that all security programs are locally implemented by managing, driving and providing governance for security initiatives in line with corporate guidelines and directives. My role also includes:

Quebec, Canada

Working as Tier2 Customer Support Engineer within the local PDU, my role was to support the customer and deliver support services according to the contracted Services Level Agreements. With detailed customer networks knowledge and knowledge of the customer strategies and implemented solutions, my responsibility was to identify business leads and promote Ericsson products and services to secure add-on sales. As a CNS Engineer, I was also responsible to enable efficient service delivery of contracted customer support services by leading and owning the CSR investigation to its conclusion within the Ericsson support organization and Product Development Team in order to identify improvements in processes, tools and products.Additional tasks for CNS Engineer also includes:

São Paulo Area, Brazil

Acting as a Solution Integrator at Global Service Delivery Center (GSDC Brazil) with the key responsibilities:• Installation, integration, acceptance tests and delivery according to customer requirements;• Interface within other departments and Market Units (MU´s) in order to fulfill projects requirements;• Interface between GSDC Brazil and PDU Sweden for a product release or customization;• Coaching new employees;• Customer training deliveries;

Campinas Area, Brazil

As a Product Manager for Application and Software at LATC (Latin America Training Center), I was responsible for:• Elaboration of training proposals and quotations according to customer requirements (bidding);• Team management, organization and coaching;• Responsible for the interface between LATC and TSD (Technical Support Department) for project implementation details;• Interface between LATC and HQ in China and also for local offices in Latin America;• Organization of evaluation methods, statistics and reports;• Training material updates;

Campinas Area, Brazil

Working as a Network Analyst for AT&T Global Services Latin America supporting customer's services and applications (VPN, Global Dialing, MPLS, Network Integration)As a Team Leader, my responsibility was to make sure that all the internal processes were being followed accordingly, the responsible team was properly engaged (could also involve 3rd parties) and the communication with the customer is in place. I was also responsible for statistics about outages and troubleshooting report generation.

São Paulo Area, Brazil

During this period I was accountable for:• As a technical consultant, I was responsible for the processes specification and scope definition, implementation and acceptance tests for CDMA IS-95 Delivery Projects. Also leaded a HP Consulting team in a CDMA development project with NEC do Brazil to end customers such as Telebahia Celular (Salvador-BA), Telefonica Celular (Rio de Janeiro-RJ) and Telesp Celular (São Paulo-SP).• As a Solution Integrator: Definition, Specification, Implementation and Acceptance Tests based on different technologies at Petrobras S/A (Rio de Janeiro-RJ) using TCP/IP, SNMP and RS232 protocols over the network management platform HP OpenView (Service Assurance).

My main function was SQL development tools in order to help engineering and financial departments. I was also the administrator of the network server at the financial department.

Graduate Diploma, Business Administration

Bachelor'S Degree, Computer Engineering