Rafael Silva Email & Phone Number

- Manages and coordinates all activities necessary to control, track and audit Changes in the environment;- Responsible for education of the Change Management process;- Responsibility to have an overview of the overall change process;- Ensuring the complete Change process readiness and looking for improvement areas completing the CSI cycle;- Leads the Change Management function and ensures all communications;- Leads CAB meeting (also to coordinate for critical/urgent cases);- Makes sure changes are up to auditable and manages the process lifecycle;- Reports Change Management activities.

- On-site support reporting and KPIs;- Site IS&T performance (offices and site);- IS&T Team trainings, monitoring, metrics and deliveries;- Compliance of Service Delivery with SLA;- Management and tracking of equipment;- Continue the operational relationship with our strategic IT partner and prioritize work;- Coordination of network infrastructure projects (Links, Firewalls, Switches, Wi-Fi, etc.); basic Infrastructure (Desktops, Notebooks, Printers, etc.), and other needs that involves IS&T team;- Ensure compliance with QA plans and service agreements linked to contracts;- Formalize issues, follow up and escalation within Ops teams;- Lead incident and problem management;- IT Service Management with the support team and business partner to handle major incidents and crises;- Approve service request (workflow);- Site workshop where IS&T needs to be represented (local cost reduction actions);- Leading central initiatives for the region, interact on a regular basis with Regional IS&T Ops Manager, Global Ops teams, Business Partners, Projects teams, and Local Business.- Identify needs: end user training / tutorials work on local business relationship with local partners to issues escalation, and ensure overall satisfaction;- Mitigate the risks of Information Security incidents providing practical guidance on responding to incidents effectively and efficiently.

Caçapava, São Paulo

Responsible to monitoring and maintaining all IT and Communication services; Lead of IT Team to keep our environment healthy and security, besides providing end user support.Core services: Servers environment (Main OS – Windows/Linux), Cabling, VOIp technology, Video conference, Network Assets (Switches, Routers, Firewall and Access Point); ISP Link, ITSM skills and focal point of Information Security policies (practices and administration); focus on results and services delivery.

São José Dos Campos E Região, Brasil

I’m part of Global IT Infrastructure team, providing 2nd level support in South America countries; hardware devices and software (global and local) 2nd Level support, mainly OS Windows and Linux; attending international projects, trainings and meetings. Strong knowledge about Network devices (Switch, Access Points and Routers), troubleshoot and solve WAN/LAN issues; Maintaining and Monitoring different Ops services running in Server room(e.g. Backup Server, File Server, Terminal Server, FW, etc.); strong knowledge working with ITSM tools; large experience working in different incidents/requests, focused in high/urgent tickets (escalation process); skills with Change Management, Problem Management and Asset Management; IT infrastructure member to contact vendors to improve and keep our environment up to date; communication, make decisions and leadership skills (mentoring to new employees and IT local resources – third-party).

Graduate Course - Information Security Specialist

Bachelor´S Degree - Network Computer