Joao Mendes Neto Email & Phone Number

San Antonio, Texas, United States

!! Allcat Claims Services is now Claim Assist Solutions !!Workday SME, NSC, Community, Security and Training Administrator with focus in HCM module and familiar with tenants, community and account management.Perform Customer Central and CC Security Admin roles for Implementer access provisioning, facilitating high volume configuration transfers using tools like OX Object Transporter.Advanced knowledge for internal Business Process Administration from its Definition to Security Policy and Conditional Rules creation and application for advanced routing and customized workflows.Security Management for all end users from Assignable Roles and User-Based Security Groups, as well to Domains, Data Sources and Business Processes security policies, enabling Integration and UI accesses provisioning.Inbound EIB creation, and transformation, mass uploading of large volumes of data during organization merging and new acquisitions, as well mass data changes, for reclassifications, corrections and or new entries.Integrations maintenance and monitoring for both custom integrations using transformation files and also Workday connectors such as, E-Verify, DocuSign, Adobe Sign, Outlook. API Clients management as well SSH/X509 keys and certificates updates.Broad support of HCM module covering ATS workflows, External Career Sites, Branding and Hiring and Onboarding/Offboarding process.Understanding of Workday billing, add on products (Adaptive Planning, Success Plans) as well services included with signature like Innovation Services.

San Antonio, Texas, United States

Workday SME, NSC, Community, Security and Training Administrator with focus in HCM module and familiar with tenants, community and account management.Perform Customer Central and CC Security Admin roles for Implementer access provisioning, facilitating high volume configuration transfers using tools like OX Object Transporter.Advanced knowledge for internal Business Process Administration from its Definition to Security Policy and Conditional Rules creation and application for advanced routing and customized workflows.Security Management for all end users from Assignable Roles and User-Based Security Groups, as well to Domains, Data Sources and Business Processes security policies, enabling Integration and UI accesses provisioning.Inbound EIB creation, and transformation, mass uploading of large volumes of data during organization merging and new acquisitions, as well mass data changes, for reclassifications, corrections and or new entries.Integrations maintenance and monitoring for both custom integrations using transformation files and also Workday connectors such as, E-Verify, DocuSign, Adobe Sign, Outlook. API Clients management as well SSH/X509 keys and certificates updates.Broad support of HCM module covering ATS workflows, External Career Sites, Branding and Hiring and Onboarding/Offboarding process.Understanding of Workday billing, add on products (Adaptive Planning, Success Plans) as well services included with signature like Innovation Services.

San Antonio

As a subject matter expert for company Workday HRS System. I have participated in several continuous improvement initiatives, identifying and recommending updates to simplify and enhance processes, procedures and technologies.Advanced Workday knowledge, from end user to back end configuration, Security Configuration, Business Processes configuration and large Data Integrations using EIB (Enterprise Interface Builder).Perform company wide reorganizations and restructuration ensuring proper security provisioning to all supporting roles.Monitor and maintain downstream Inbound and Outbound integrations, specially with ADP Payroll driver.Advanced Excel skills, Data Analysis and displaying through interactive dashboards. Data metrics analysis using KPi for performance, compliance adherence and analytics to drive process improvements.Perform consultative role to support project delivery efforts. Identify systems implications in processes, and propose more effective solutions.Experience in Service Now Case Management systems, I am able to troubleshoot incidents with minimal guidance, ensuring timely and quality delivery aligned with Service Level Agreements (SLA).Collaboration in large amount of system entries and data harmonization, supporting merging and acquisitions with intake of large volumes of data from acquired companies aligning it to our standardsDevelop and maintain cross-functional partnerships with downstream systems owners and stakeholders for collaboration and assistance.

San Antonio, Texas Area

Perform due diligence on internal transactions to ensure alignment with company policies.Enhanced skills in Service Now ITSM, such as creation and deployment of dashboards to facilitate leadership operations, analyze and propose more efficient workflow input and output as well knowledge base management.Problem solving with minimal guidance, providing timely and quality support delivery aligned with Service Level Agreements (SLAs).Provide staff with technical support company's HR Data and processes, responding to and resolving increasingly complex issues mitigating its reoccurrences.Develop and maintain cross-functional partnerships with downstream systems owners and stakeholders for collaboration and assistance.Creation of Excel Live Dashboards and automated tools to automate manual tasks improving data validation and fields calculation.

San Antonio, Texas Area

Support role for Talent Acquisition Leadership and CoE Partners as a liaison, providing solutions and methods to improve internal customer experience and drive efficiency or effectiveness.Prepare and present periodic metrics for TA Leadership on indicators such as recruiting ratings, position management and onboarding.Trigger company screening and assessments processes in adherence with organization policies which included but was not limited to, background checks, drug screenings, assessments, required immunizations, etc..Develop automated tools for due diligence on manually added data aiming to mitigate human factor errors increasing data consistency and reliability. Engage and collaborate with Vendors for better understanding of external integrations for troubleshooting and continuous improvement.Ensure proper data intake workflow amongst all business process stakeholders.

Orlando, Florida Area

Provide technical support for customers of Oracle Hospitality suite (Micros & Hotels) through the Customer Support channels for both English and Portuguese languages business lines.I was responsible for provide incident management in a global and dynamic environment of continuous service improvement, which includes but are not limited to:Escalations, project documentations, dispatches, customer follow ups and a huge range of assistance requests handling, delivered via electronic channels like web, e-mail, remote sessions or phone conference calls with support team coworkers.In a non-Technical sphere, my team also provided to Oracle internal stakeholders accurate data regarding product compatibility, customer hardware assets management and warranty verification, contracts dates and configuration requirements.Dispatch on site technician requests and escalations across the organization distributed between technical levels and non-technical departments.Use common sense and technical know to prospect, identify, and dispatch sales team for customers in need of license renewals, service, and equipment purchasesWrite technical documentation for service desk service catalog shared in proprietary knowledge base to be available for all service teams.Write and compile SQL scripts, execute troubleshot and software and hardware components, execute configuration in servers from all platforms, data centers and databases, backups handling, send fix packages.

Sao Paulo, Brazil

Lead of Infrastructure & Service Desk IT departments responsible for all corporate telecommunications, identity management, hardware and software assets and network environment.Maintain and audit vendors and suppliers focusing on quality of service, costs savings, service level agreements.Collaborate with compliance teams on the development of policies, procedures for organization network and service desk environment. Periodical SWOT analysis and metric reports to the leadership chain, managing priorities and escalations as well internal projects.Part of IT Governance & Information Security Committee, assessing vulnerabilities and risks analysis, creating, and deploying solutions to mitigate reoccurrences. Practical application of ITIL, COBIT and ISO 20000 best practices.Coordinate IT infrastructure services, operation, maintenance, focusing on constant environmental improvement.Keep adherence with global and local requirements.Act as an escalation point to expedite problem resolutionAssists the Problem Management Global and Regional Process Owner in identifying and planning for Problem Management process improvement projects.

Sao Paulo, Brazil

Lead a team of network analysts, customer support technicians, installers and infrastructure contractors and vendors, while overseeing information technology projects for government and private sector.Manage vendors, and material delivery through all project planning to installation, acting as liaison between customers, vendors, consultants, and direct reports.In a procurement capacity I was responsible to acquire, prospect and evaluate vendors and its products, as well perform inventory control of IT related assets both in hardware or software state.Proficient work with project budget, financial forecast, and large finance sheets and Gantt charts in MS Excel and MS Project.Provide assessment reports to management and board members, including update status for the ongoing projects.Practical application of PMI standards and best practices aiming to meet project deadlines.Design and deploy risk management plans along with project documentation.Review and monitor estimates, assessing better routes to achieve project deliverables.Draft project technical specifications and proposals.Provide technical insights and in-depth technical knowledge to design solutions crafted to meet customer/business needs and expectations inside designated budget.Develop security standards, procedures, and guidelines for multiple platforms.

São Paulo Area, Brazil

Lead a dynamic and evolving Service Desk environment responsible to address a high volume of calls and customer service requests 24/7.Provide leadership guidance and coaching for customer service personal ensuring best practices processes to ensure a high availability environment and meeting internal SLA standards.Aid with End User training and educational efforts with tech personnel aiming mitigate recurrent issues and reduce the workload of repeated requests in service desk office.Encourage technical staff collaboration to achieving the best-case closure performance than previous quarters be focusing knowledge dissemination across team and unifying knowledge base between all technical support fronts, also providing self-service features for users in all levels.Audit and measure metrics and KPis for reporting purposes as well identify service desk team weaknesses, strengths and apply corrective actions where needed as part of continuous improvement commitment with leadership. Coordinate the staging of large-scale system updates using MS WSUS and perform periodical disaster recover rehearsals.

Sao Paulo, Brazil

Working as a third-party contractor for a government office I provided third tier network support for internal customers.My position was responsible for perform corrective and preventive maintenance in customer network environment.Firsthand application monitoring tools such as NAGIOS, OCSReports, MS Windows Server 2003 and 2008R2 server farm along with Unix based tools used for a variety of purposes such as monitoring, protection, network management and file storage. Maintain Active Directory users and group objects, as well deploy user/group-based policies. Configuration and deployment of proxy servers based on different distributions of Linux OS.Proficiency in usage of Security Information tools (IPS-Intrusion Prevention Systems) Dell SonicWall, Endpoint Firewall distributions and other types of Infosec applications.Management of Network Environment using Enterasys Netsight tool to manage Switches and Routers.Proficiency with Large backup library, disaster recover, managing storages based on RAID technology and robotic cassette managed by HP Dataprotector Servers.End user customer support both remote and in person.Printer server configuration and support.

Bachelor'S Degree, International Relations

Associate’S Degree, Network Management