Rafael Lima Email & Phone Number

São Paulo E Região, Brasil

AMS Operational Manager: Responsible for the support contract for clients Copagaz, PSA GROUPE - Peugeot and SAP Enterprise Support area of AMS T-Systems. Strong actions for maintenance of SLAS and contract budget, as well as in prospection of new opportunities in these clients. Responsible for the design of attendance processes, documentation and support teamfor Enterprise Support customers. Actions involving the close monitoring of services guaranteed the automatic renewal of the partnership certificate, generating savings of approximately $ 50,000.

São Paulo E Região, Brasil

SAP Project Manager - Preparation for SAP PCoE Partner Center of Expertise Recertification Audit: Responsible for the SAP Partner Center recertification project, ensuring the maintenance of the partnership between T-Systems and SAP.

São Paulo E Região, Brasil

Project Manager: Responsible for the transition of production system support by the SAP implementation project team at COPAGAZ to T-Systems AMS.

São Paulo E Região, Brasil

SAP Service Delivery Manager: Responsible for contract management of AMS SAP, ensuring a high level of satisfaction for critical customers such as Ajinomoto, SAS, JBS USA, Tecban (Banco 24h), Termomecânica, Isdin, Tracbel and others. Actions focused on contract renewal, with the increase of the current scope of service.

São Paulo E Região, Brasil

SAP Support Manager: responsible for the contract management for Votorantim Cimentos, Metais, Energia, Industrial and Siderurgia, with actions to establishing closer partnership and increase the number of contracted projects, TECNISA, CTEEP, RFM, KEIPER, as well as designing the area and service processes for SAP Enterprise Support (Partner Center of Expertise), focusing on the Mission-Critical Support for VAR customers.

São Paulo E Região, Brasil

SAP Project Manager - Preparation for SAP PCoE Partner Center of Expertise Recertification Audit: Responsible for the SAP Partner Center recertification project, ensuring the maintenance of the partnership that enables Essence trading licenses, support standard issues and sell SAP projects in MOBILE, ANALYTICS, HANA and BAiO dimensions. Recertification obtained in the first audit reunion.

São Paulo E Região, Brasil

SAP Application Services Coordinator – Project Gerdau and ABB: Coordinator of SAP Application Manager Services for Gerdau (Level 1 specialist, level 2 and level 3 allocated professionals) and for ABB (level 2), leading a team of 100 professionals.

São Paulo E Região, Brasil

Level 3 SAP Sustain Coordinator of Gerdau Team: Allocated as a Gerdau Support Coordinator, monitoring the activities of Level 3 client team as well as the service provided by Stefanini.

São Paulo E Região, Brasil

Support Coordinator - Project Gerdau: Coordination of level 2 & 3 SAP sustain, leading a dedicated team of 80 professionals, guaranteing all SLAs since the first month of activities. Implementation of actions to improve the perception of services provided and increase in satisfaction rates.

São Paulo E Região, Brasil

Solution Designer & Project Manager: Survey of opportunities to support the Commercial team, analysis and design of solutions along with technical and functional teams, redefining internal processes and related documentation. The two major goals was winning implementation projects in DURATEX S/A and MARISA Lojas S/A.

São Paulo E Região, Brasil

SAP Application Services Coordinator – Project Banese, Gigaset, Elektro: Coordinator of SAP Application Manager Services, managing a staff of approximately 70 consultants, focusing on system support of forementioned clients with emphasis on contract renewal with Elektro, one of the leading energy providers in the state of São Paulo. As a result of this action, Indra-Politec moved from worst service provider to one of the top three in just 4 months after the renovation that occurred on February 2012. Remodeling processes of attendance, providing system tracking, proposing evolutionary improvements in SAP environments and the related. Promotion of functional training given by senior consultants to disseminate knowledge among employees with less experience and team from the software factory. Also responsible for System COntinuous Improvement Management for Elektro and Banese.

São Paulo E Região, Brasil

SAP Application Services Coordinator – SAP Support Center & Project Banese: Coordinator of the SAP Application Manager Services, managing a team of 35 consultants, providing support to 12 clients in different markets. Assisting the management team to restructure contracts and remodel processes and service level agreements.

São Paulo E Região, Brasil

Application Services Coordinator – First Level Support Coordinator & Project Banese: Coordination of the first level of AMS / SAP Support, restructuring the area, remodeling processes, flows and documentation, interviewing and training the new team for both Functional and SPOC (Single Point of Contact) team. Focal point for tickets opened by Banese (Banco do Estado de Sergipe), monitoring, defining task forces for specific cases, obtaining feedback from closed tickets, negotiating deadlines and estimated SLAs, developing Status Report documentation, reshaping the process of attendance, analysing adhesion of processes flow and SLAs between management tools, ensuring SLAs and high level of customers’ satisfaction.

São Paulo E Região, Brasil

Software Factory Project Leader – Project Itaú: Technical leadership of Itaú Unibanco project, applying the entry criteria for opened tickets, checking metrics of technical specifications, monitoring developments in implementation, developing reports and documentation of monitoring activities, contact with the customer’s requesting analysts, code development, and analysis of quality assurance. Responsible for OTD. It is noteworthy that for 5 years Politec developed with exclusiveness all SAP applications of Banco Itaú for all installed modules and especially to the Property Management module, ensuring an extremely aggressive SLA of 98% monthly, besides the collaboration in revising its proprietary metric used to calculate the complexity of developments.

São Paulo E Região, Brasil

Coordination of SAP Software Factories Brazil and Argentina: Coordination of activities and resources of the SAP software factories in Brazil and Argentina (PPC Production Planning and Control). Monitoring the activities for AcerBrag project, in Argentina, checking developments deadlines and allocation of extra resources for targets’ achievement.

São Paulo E Região, Brasil

Software Quality Assurance Team Leader: Team Coordinator of Quality Assurance for the Software Factory, working in the area of the restructuring, development of best practice manuals, design of specific checklists by "type of development" and customers, refinement of internal processes that resulted in improvement in all agreed SLAs, document translation from the Software Factory to English for implementation in Politec USA, training in internal processes and best practices for Quality Analysis.

São Paulo E Região, Brasil

Quality Assurance Analyst: After being trained in ABAP programming Best Practices, worked with code analysis and software testing in Quality Assurance Department for clients such as Hospital do Coração de Brasilia, SAP (Payroll Project - Public Sector), Mitsubishi / Toray, Itaú-Unibanco, Moksha8, BlueStar Silicones and others.

São Paulo E Região, Brasil

Programmer at Software Factory, developing for clients such as Itaú-Unibanco, POLITEC etc.

São Paulo E Região, Brasil

Selected to attend the Talents Academy, receiving intensive technical training in ABAP (SAP programming).

Education record

Pós Graduação Em Gerenciamento De Projetos, Gestão De Projetos De Ti

Não concluído.