Responsável por gestão de projetos, foco em melhoria contínua, revisão de processos, gestão de conflitos, gestão de contratos, gestão de indicadores e custos

As a IT professional with a decade of dedication, I stand out for efficient and integrated management in the Service Desk environment. Throughout my career, I have led teams, implemented projects, and optimized processes, always focused on operational excellence. My fluency in English and Spanish has expanded my reach in reporting and interactions with management and the board, showcasing my communication skills in various contexts.I also stand out for applying best practices related to ITIL, ensuring a solid and effective data management. My involvement includes participating in agile framework ceremonies, ensuring agility and strategic alignment. In change management, I have implemented innovative strategies, ensuring adherence to the dynamic demands of the IT sector.Furthermore, my focus on thorough incident analysis, monitoring KPI indicators, and the development of pioneering strategies highlights my commitment to driving actions and achieving extraordinary results. I am passionate about the development of individuals and teams, fostering a collaborative work environment and continuous learning.I am prepared to bring my experience and expertise to the next challenge as an IT Manager, contributing to the innovation and success of your organization.

At Stefanini, working for Nestlé, I played the role of a bilingual management maestro, overseeing teams, client negotiations, and developing action plans. Simultaneously, I dealt with conflicts, SLAs, and strategic projects, shaping the present and future of the operation.I was responsible for opening positions, handling terminations, and controlling access, ensuring operational security. Innovation is my hallmark, presenting monthly solutions and aligning strategies with the client.Sharp skills in analysis, BI, and continuous improvement set me apart. Leadership, critical thinking, and effective use of Excel and PowerPoint are my modus operandi. In this ongoing saga, each challenge is a page turned, each achievement, a victory! The life of a Bilingual Coordinator is a success narrative.

In Stefanini worked as End User Support Team Leader since 2019 January.Responsabilities:+ Team Management;+ Employee Time Tracking Records;+ Control of contractual SLAs accomplishment and also the KPIs;+ Ensure services delivery and improvement on customer satisfaction levels;+ Calibration and Tracking of analysts attendances working together with Quality Team;+ Team orientation and Team Leaders coaching;+ Customer alignments involving responsible teams to provide problem resolutions.+ Team trainings management;+ Operational meetings management;+ Team size management and Team Schedule (ERLANG);+ Processes Management and Improvements.

As End User Support Analyst I was responsible at night to support services for 34 customers, between them ABB, Arconic, Braskem, Pilkington, Neoenergia, Prodesp, Tigre, Alpargatas and others, providing support in portuguese, english and spanish.

During my carrer at Connexxus:+ Service Desk, Field Services e Ticket Manager providing support in portuguese and english;+ 3rd Contract Management;+ Team Management;+ Equipments Management;+ Ensure services delivery and improvement on customer satisfaction levels;+ Conflicts Management;+ Projects Management involving infrastructure and applications support.