- Management of performance indicators (KPI/SLA);- Preparation of results presentation;- Coordination of change processes, including participation in CABs;- Knowledge in configuration items management process.

• Implementação e gestão de indicadores de desempenho (SLA/KPIs), controle de backlog, acompanhamento de incidências críticas e validação de disponibilidade;• Atendimento e relacionamento com o cliente, realizando reuniões de acompanhamento e apresentações de resultados;• Condução de auditorias de qualidade de tickets e do processo, desenvolvendo normas de gestão da qualidade conforme requisitos ISO;• Desenvolvimento e realização de treinamento (presencial e e-learning) para melhoria do atendimento.

Responsible for monitoring, delivery and review service level indicators, working directly with suppliers, customers and internal areas, seeking continuous improvement and keeping the focus on the client business.Skills: • Development and Management of Service Level Agreement according to the contract.• Apply problem solving methodology to identify and drive conflict to solution.• Provide service measurement reports.• Elaborate executive presentations for internal and customer’s reviews.• Prepare, update and maintain accurate process and procedures.• Trend analysis of service levels to determine financial and customer satisfaction impact, recommend mitigating actions.• Submit a standard report or set of standard reports assessing IBM's performance of the agreed upon service levels.• Track the performance attainment for each of the defined Services and baseline these against the agreed upon minimum service level.• Conduct assessments and propose improvements to methods and procedures in areas such as operations, records management and communications.• Conduct quality audits and develop quality management and quality assurance standards for ISO (International Organization for Standardization) registration.• Plan the reorganization of the deliverables by prioritizing activities.• Information systems business analysts and consultants confer with clients to identify and document requirements, conduct studies, integrate and implement service level management solutions, and provide advice on information on strategy, policy, management and service delivery.• Quality assurance to implement policies and procedures to maximize the efficiency, effectiveness and overall quality of service level management.• Analyze and provide advice on the managerial methods and organization.• Conduct research to determine efficiency and effectiveness of managerial policies and programs.• Supervise the team when necessary.

In the of process Incident Management I held the following responsibilities:• Establish and confirm the Incident Management framework, including tool requirements and customer specific elements.• Own and manage the Incident Management process documents.• Evaluate Incident Management performance (Quality, Service Level Agreement), which includes monitoring trends and documenting action plans to improve service levels.• Analyze Incident Management standardized operational reporting deliverables (day-to-day review).• Maintain cross service Document of Understanding with Incident Management.• Provide ongoing Incident Management process and tool training.• Audit incident records for process compliance.• Focal point of the process in internal and external audits.• Evaluate and coordinate incidents, including categorize, prioritize, investigate, diagnose, and resolution of incidents.• Monitoring of open incidents in order to minimize the impact on the business.• Monitoring of SLA (Service Level Agreement).• Providing status to the stakeholders, conducting meeting with client when necessary.By performing this function I was recognized by the Manager's Choice Award-2014 Program for the delivery optimization, business knowledge and commitment to the customer.• At the same time I performed an extra deliverable by acting as a dispatcher of the incident team, coordinating the activities. As part of it was responsible for scheduling and assigning resources according to the level of knowledge, complexity and client.

Focal point at the client site for service delivery related to incidents.• Daily monitoring of incident management performance (quality, SLAs), monitoring trends by managing indicators and documenting action plans to improve service levels.• Daily meeting with client and technical areas for positioning and directing impactful occurrences.• Escalation point for incident / requests and backlog reduction.• Preparation and presentation of monthly executive report with process indicators.• Analysis of the delivery of standard operational reports of incident management.• Administration and disclosure of incident management process documents and policies specific to the client's business, conducting training for the support team when necessary. • ITIL Foundation certified

• Agendamento de salas para reuniões e treinamentos• Levantamento de cursos realizados/a realizar• Consolidação de dados para apresentação executiva• Atualização de documentação de processo interno• Auxílio no cronograma de gerentes de projetos

Captura de cheques, atendimento a clientes, conferência do pagamento de mercadorias entregues, auxílio no controle de estoque e em expedição de produtos.

Desenvolvimento de projetos de em Auto Cad, atendimento a clientes e fornecedores, emissão de notas fiscais e duplicatas, controle de estoque, auxílio em contas a pagar e receber, cotação e compra de produtos.