Marcel Moraes Email & Phone Number

São Paulo, Brazil

• Working with the Agencies (Grey, Ogilvy, GroupM, BCW, VMLY&R, WT, Specialist Comms) Service Delivery Team and partnering with regional business directors in Agencies and doing the bridge between WPP IT and Service Delivery departments in the Agencies within the region.• Track status of BAU, refresh and transformation, conduct intelligent analysis and prepare necessary reports to support executive stakeholder engagement• To proactively maintain the regional refresh and transform plan and report on progress• To manage the regional demand process (RFS) for the agencies, ensuring the right information is available and challenges to ensure decisions can be made and that all RFSs progress as planned• To work with leads to understand demand and resource requirements for individual initiatives• Develop a strong relationship with all dedicated ITM, IT Business Directors and the Agencies technical leads and the commercial team• To prepare ad-hoc reports and query responses to inform executive requests• Communication across all impacted parties – (Agencies), WPP IT, IBM, Other 3rd partied• To participate as required in executive status briefings• To brief relevant communities as to the decisions and direction of Service Delivery plan for the agencies

• To guide Kantar regional service delivery decision making by collating, interpreting and reporting upon all regional Service Delivery activity (BAU, legacy and transformation) and ensuring the operating group direction is understood• To work closely with the regional Kantar IT team in prioritizing activity in region and liaising with regional executives, when required, on investment needs, service changes and transformation projects related to service delivery.• To work with the Kantar SDD and RSD• To partner with regional business directors in Kantar• To be the single point of knowledge for everything Kantar within the region• Track status of BAU, refresh and transformation, conduct intelligent analysis and prepare necessary reports to support executive stakeholder engagement• To proactively maintain the regional refresh and transform plan and report on progress• To manage the regional demand process (RFS) for Kantar, ensuring the right information is available and challenges to ensure decisions can be made and that all RFSs progress as planned• To work with leads to understand demand and resource requirements for individual initiatives• Develop a strong relationship with all dedicated ITM, IT Business Directors and the Kantar technical leads and the commercial team• To prepare ad-hoc reports and query responses to inform executive requests• Communication across all impacted parties – (Kantar), WPP IT, IBM, Other 3rd partied• To participate as required in executive status briefings in daily call globally directly to UK and also region one• To brief relevant communities as to the decisions and direction of Service Delivery plan for Kantar

São Paulo, São Paulo, Brazil

• Manager the process to restore operational services related to Infrastructure in LATAM as quickly as possible to minimize the impact to business operations. • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.• Main purpose is maintain information about Known Errors, Workarounds and identify the RCA.• Ensure the SLA are met and maintainable.• Ensure that support teams and users can operate with the new process of escalation until resolution with the appropriate priority.• Participate in internal governance review meetings weekly.• Follow up the problem requests towards the RCA and review them on scheduled meetings weekly and monthly.• Make sure the service now tool is often updated and assigned to the appropriate team containing the accurate information and actions taken by the providers.• Work together with Customer Service Manager(CSM),Service Deliver Manager (SDM), Delivery Partner Executive (DPE), Governance and Directors.• Make sure the alert communications for P1 is frequently sent and updated by provider.• Daily follow up routine of incidents and service request accordingly.

São Paulo Area, Brazil

• Ensure the Service Level Agreement and Operation Level Agreements are met and maintainable.• Contribute to the impact assessment in order to reestablish the production lines, applications and services in the shortest time and make it is supportable and maintainable.• Ensure that support teams and users can operate with the new process of scalation until resolution.• Responsible for contributing to the continual improvement and the management of change affecting the service in their role.• Coordinate solution walkthroughs for support teams responsible for BAU support.• Management of issues,service request, incidents and problems.• Participate in internal and external service review meetings weekly and monthly.• Works within a team of Senior Service Delivery Managers within Service Management Function in Service Operation.• Works to ensure high quality, fully support, managed services that meet the overall requirement of the business.• Support in SAP, Sales Distribution and Production.

São Paulo Area, Brazil

• Set up standards conference calls worldwide and engage teams,application service manager, service delivery manager and the duty manager to investigate the critical issue and make the correct decisions to avoid further impacts.• Do follow up with suppliers and verify the improvements of the service.• Analyse customers business environment related to the severity of the incident.• Built a strong rapport with suppliers and negotiate with business partners.• Gather feedback and update status from all types of suppliers around the world on conference calls frequently set up.• According to the critical impact to the business the current status must to be updated via alert communication globally to directors, business partners, Geo IT and shareholders.• Manage (Daily Report) filled in and insert incidents in the portal for the KPIs.• Request (RFC) from provider and get approval from the Service Delivery Manager , Application Service Manager and Change Management team to be transported to production via(ECAB).• Restore service as a workaround until the root cause is discovered and implemented.• Validate the rollout, workaround or a permanent fix by the business.keeping Business As Usual (BAU) and the Service level Agreement (SLA).• Analytical view of the market, specifically in logistics and production both direct as indirect.• Control overall level of goods to be delivered to the customers.• Control of the funds used for the negotiations, including the global level related to the negative impact to the business.

Ibm Sao Paulo, Brazil

• Analyse customer technical requirements• Apply call handling standards (National and International)• Apply customer satisfaction skills• Support customers by telephone and remotely• Analyse customer business environment• VPN setup cisco• Good problem solver• Configuration and installation of Microsoft Office Outlook• Reset Sap password

Lapa, Brazil

• Opening and closing Service Request• Remote Access• Set printer up in domain• Configuration and installation of IBM Lotus Notes• Opening and closing called "Remedy"• Windows Server 2003• VPN Setup (RSA)• Setting up wireless• SAP modules, production, quality and development• Proxy Configuration• Active Directory• Mapping and relocation of network folders

Sao Paulo, Brazil

• Approachable - always happy to listen and talk to parents and students• Conduct classes, lessons and/or activities as assigned and carry them out according to the curriculum• Prepare and conduct one to one Intensive sessions as and when required• Monitor the performance of students• Write students’ progress reports • Follow up and attend to queries relating to students• Help maintain a healthy class enrolment• Build a strong rapport with parents and students• Provide feedback on lesson plans and worksheets, new ideas and activities to the Manager

Bournemouth, United Kingdom

• Assisting clients with their personal care and daily activities.• Ensuring that the needs and welfare of the clients are constantly monitored and maintained.• Supporting clients with emotional needs and developing social skills.• Introducing clients to a wider variety of entertainments.• Helping clients access mainstream facilities and local amenities.• Catering separately for the needs of both Dementia and elderly care.• Good rapport with people• Supporting clients in the community including trips, shopping and visiting GP's.• Assisting clients with daily personal care.• Completing individual care plans. (Documentations)• Assisting clients with daily activities.• Covering shifts• Being professional, polite and reliable.• Management skills

Computer In Networking

Higher Education, Computer In Networking

Higher Education- Computer in Networking - Initiated at Bournemouth University in England and completed at Unip in Brazil December 2012.

National Vocational Qualification - Oxford Cambridge And Rsa Examinations, Health And Social Care

Activities and Societies: *Communicate with, and complete records for individuals *Support the health and safety of yourself.