Fabio Mendes Email & Phone Number

Brazil

Conducting workshops assisting with demonstrations of ServiceNow platform capabilities.Conducting gap analysis and making assessments to identify the delta between current and ServiceNow processes.Collaborating with clients to gather requirements and understand business processes.Designing, Elaborating on functional specifications, implementing, and.

Porto Alegre, Rio Grande Do Sul, Brasil

As an Engagement Manager ServiceNow at Grapeway, my mission was:To be the single point of contact for the customer in driving the evolution of the ServiceNow PlatformGain an understanding of the customer's business, including business issues and issues being resolved by the Service contract, supporting the customer to improve proceduresSupport the.

Porto Alegre E Região, Brasil

Analyze and define IT methods and processes, mapping flow of activities.Create Reports, Dashboards, and infographics to communicate to IT and business areas the adherence and results of implemented processes.Monitor and update information and strategic results of processes.In this capacity, I also played the role of:Incident ManagerProblem Manager

Porto Alegre E Região, Brasil

As Contracts and Help Desk Coordinator, I was responsible for the technical and administrative management of a team of 21 professionals allocated to clients.This team worked at Level 1 & Level 2 Help Desk, Administration, Support, and Network Operation.The client, a multinational company in the industry sector, is headquartered in Canoas, Rio Grande do Sul.

São Leopoldo, Rio Grande Do Sul - Brasil

As Coordinator of the Infrastructure Service Desk of a multinational in the industry sector, I had the mission of managing a 24x7 team of Service Desk Analysts, with service reach in Brazil (South, Southeast, Northeast, and North), and countries in America Latin America, such as Argentina, Chile, Ecuador, Venezuela, and Colombia.My team was responsible for.

Barueri

Coordinate the Help Desk team in daily user service tasks.Management of call metrics such as Abandonment rate, TMA, TME, productivity, attendance, service level.Incident management and direct control of service to company associates.Assign and manage tasks for level I, II, and III support analysts.Guide analysts on best service practices.Carry out and.