Rafael Gibur Email & Phone Number

State Of Paraná, Brazil

Curitiba, Paraná, Brasil

I'm responsible for the AMS in Cargill account for Argentina and I'm the lead contact with Cargill and in charge of managing the day to day operations to provide the best service as possible. Responsible for maintaining and monitoring all the KPI's withing the zone like SLA, MTRS, CSAT(customer satisfaction) and others.My team is reponsible for the entire JDE operations in Argentina and other systems like CTMS, Tibco, Infosphere datastage and Data mirror. Creation of action plans to… Show more I'm responsible for the AMS in Cargill account for Argentina and I'm the lead contact with Cargill and in charge of managing the day to day operations to provide the best service as possible. Responsible for maintaining and monitoring all the KPI's withing the zone like SLA, MTRS, CSAT(customer satisfaction) and others.My team is reponsible for the entire JDE operations in Argentina and other systems like CTMS, Tibco, Infosphere datastage and Data mirror. Creation of action plans to improve our service and to provide a successfull experience to the customers that we support.Managing PDCA cicles to ensure we are always adapting to new issues and demands inside Cargill operation, Staff performance monitoring and guidance. Show less

Curitiba E Região, Brasil

Worked as a Application Lead supporting Cargill activities related to JDE Enterprise One, JDE World Software and several other legacy applications.Working as a Application Lead my main activites and goals are: - Maintain the account KPI's(SLA, MTRS, CSAT) in a green level and in constant monitoring. If any of them fall's bellow the contract level a action plan is created to restore normal levels. - Act as a proxy between the team leads and the senior management of the account… Show more Worked as a Application Lead supporting Cargill activities related to JDE Enterprise One, JDE World Software and several other legacy applications.Working as a Application Lead my main activites and goals are: - Maintain the account KPI's(SLA, MTRS, CSAT) in a green level and in constant monitoring. If any of them fall's bellow the contract level a action plan is created to restore normal levels. - Act as a proxy between the team leads and the senior management of the account, also handling internal and external escalations.- Manage the day to day activities from the Team leaders to ensure that the priorizations and definitions are beeing focused by the support teams.- Manage the Configuration Item database related to the portifolio that we represent inside Cargill.- Periodically check for the main offensors of the operation (Service Restoration, Service Requests etc) and iterate constantly to reduce them, always focusing on improve SLA and MTRS.- Give the best support as possible to the more than 17.000 users supported by us and ensure that the customer is satisfied after a ticket beeing closed.- Manage more than 50 people divided in 3 countries (Brazil, Argentina and India) and 5 cities (Curitiba, São Paulo, Buenos Aires, Pune and Chennai) and be sure that the support operation works in a effective 24/7 model.- Give feedbacks and mentoring to the team when needed. We usually do a quarterly performance review. Show less

Curitiba E Região, Brasil

As a Team Lead we support Cargill activities related to JDE Enterprise One, JDE World Software and several other legacy applications.My main goals as a Team Lead are:- Assure that the SLA of the queue is above the agreed level- Track the analysts performance and assure that they will meet their quota or if don't understand what's happening and act to fix it.- Be the first layer of protection between the analysts and the business, this way the number of escalations and… Show more As a Team Lead we support Cargill activities related to JDE Enterprise One, JDE World Software and several other legacy applications.My main goals as a Team Lead are:- Assure that the SLA of the queue is above the agreed level- Track the analysts performance and assure that they will meet their quota or if don't understand what's happening and act to fix it.- Be the first layer of protection between the analysts and the business, this way the number of escalations and stressfull moments can be reduced.- constantly work in reduce the number of tickets open and sql's executed on the production environment, this way we can improve the cost of the operation and the quality of life of the analysts.- Manage incidents and problems related to my queue and prioritize them acording with the demand from the customer- Act as a SME for several points inside the system and guide the team in the technical solutions when necessary- Work closelly with team to develop complex solutions based on SQL and schedules in JDE.- Keep the team motivated and satisfied Show less

Curitiba

Analista de suporte prestando serviço para a Cargill relacionado ao software JD Edwards da Oracle.Suporte Reativo de nivel 2 atendendo os modulos de Contract Managment, Pricing, Origination e Finance. Projeto internacional, tanto em equipe (Brasil e India) como cliente (Brasil e México).Analise de incidentes é feita atravéz de validações de regras de negócio, analise de LOG, código e debug.

Hsbc Global Tecnology

Test analyst in mainframe area, evolving Batch and On-line tests for different kind of tests like Unit Test, System Test, System Integrated Test, User Acceptance Test, Performance Test and others. Works with Test Planning and estimates, writing test cases and creating test scenarios, validating Technical Specifications and Test Execution.

Florianópolis E Região, Brasil

Test Analyst with an Client / Server software that attends the major Justice Courts from Brazil.Worked with Production Support team, Executing several kinds of tests like unit test, system test and user acceptance test, near from the programmers and system analysts to resolve the major problems from the software in real time and respecting the Service Level of Agreement.

Curitiba E Região, Brasil

Software Analyst in Mainframe area, developing and analyzing Cobol and CICS programs and evolved with different kinds of software. Worked as a test analyst on the OHCDM project, creating test cases, test automation plan, execution of tests and responsible for maintaining KPI's related to the testing process.Worked in a team with people from different time zones, integrating the build and the entire development process

Estagiario na area de desenvolvimento e manutenção de sistemas em ambiente Mainframe.

Master'S Degree, Business, Management, Marketing, And Related Support Services

Analise E Desenvolvimento De Sistemas, Engenharia De Software, Desenvolvimento De Software E Infraestrutura De Ti

Activities and Societies: Trabalho de conclusão de curso na area de engenharia e desenvolvimento de software de uma solução para gerenciar.