Raphael Silva Email & Phone Number

São Paulo, Brazil

Sorocaba, São Paulo, Brasil

- IT Portfolio Manager at Regional level (Americas), responsible for coordinating 17 resources in Projects and cross-functional segments, within the IT structure;- Implementation and support of IT systems and applications, ensuring availability and security;- Coordination of team to analyze capacity and demands, guiding the delivery of projects and targets;- Management of indicators, processes and methodologies to maintain secure and reliable systems;- Proposition of technological solutions aligned with business needs, including SAP, SaaS systems, on-premise and mobile.- Responsible for ensuring best practices in relation to code versioning and Azure DevOps repositories, working together with the Infrastructure team.- Participation in RFPs and contracting of IT service providers.- Member of the global IT “Operational Excellence” group, in frequent contact and alignment with the headquarters, Finland.

Sorocaba, São Paulo, Brasil

IT Business Partner Responsible for Manage Business Applications on Finance, Supply Chain & Engineering areas, in order to promote digital transformation and business process optimization thru a strong partnership with the business referents.Project and Change Management SkillsActing in Americas scope that includes 6 countries in the region responsible for monitoring the alignment of the IT Projects and Services with the business requirements at regional level.Safeguarding the Headquarter standards, guides the business to identify opportunities for innovation and process improvements.Negotiates and guarantees the respect of SLA’s agreed with customer at Country and Regional level.Responsible to facilitate the communication between business and Global ITManages regularly external consultants and internal/external resources.Responsible to ensure the best practices of new developments on Local Applications, acting as a Change Manager.Responsible to identify new features on ServiceNow and share with whole IT team in Americas.Able to provide training sessions to All IT Americas Team in English, Spanish and Portuguese.Local IT SAP Support Coordinator ( Brazil, Chile and Peru).Responsible for IT Governance in South America, leading IT Team to work according to Head Quarter perspective.Skills on ServiceNow & Service Portal, building High level Dashboards for IT Decision making at Global Level.

Sorocaba E Região, Brasil

Process definition and documentation, known issues documentation, development/ support/ maintenance of KPIs reports regarding Support Team performance, training documentation development (written procedure, PowerPoint presentation, video class), skills to handle training sessions to business users related to system application and office application, responsible for IT communication to business area (intranet news, emails, IT events, etc…).Part of the project team - functional specification, support to UVT business users, project key user, development of test script and blueprint.- South America focal point of contact for SAP-related items.- Follow-up Incident , Service Requests, Change Request and Escalation's with South America RIT team. - Monitor RIT team and making sure the team is working respecting defined process, SLAs and targets- End User Survey: Monthly analysis / Identify improvements / Implement all changes needed to deliver a better service.- SAP Level 1 and 2 support in MM.- SAP FI / CO, PP, PS and QM support for South America users, acting as Level 2 together with Global team.- Development of Dashboards for IT Management related to the performance at Global level.- Training sessions for the South America IT team (using English, Portuguese and Spanish).- Responsible for identifying new features in ServiceNow and sharing with the team.- Data analysis to optimize the team's work in relation to the Help Desk (SAP);

São Paulo E Região, Brasil

• Analista TI JR (Infraestrutura/Sistemas)Obtenção de soluções, desenvolvimento de habilidades técnicas de infraestrutura de computadores e suporte técnico aos usuários, configurações gerais de computadores, instalações de softwares e ferramentas de acordo com o ambiente PULSE, Suporte de nível N1, configurações para reuniões externas entre Países, criação de procedimentos internos, gerenciamento de tickets pelo Service Now e antes Altiris, obtenção de soluções em paralelo com o time de IT Headquarter e local, configuração de Smartphone para sincronização Exchange, contato direto com a sede (Itália) utilizando inglês técnico através do Skype para melhor solucionar os incidentes referente a política de segurança, firewall, regras de acessos; participação de projetos internos e gestão de usuários/contas PULSE de colaboradores para possíveis manutenções de dados sincronizados entre sistemas do RH e Sistemas internos do setor de informática.• Provedor de reuniões com as áreas de negócio afim de entender as necessidades e demandas existentes para alavancar projetos futuros, provendo soluções inovadoras e robustas para a companhia.

São Paulo E Região, Brasil

Manutenção em perfis de acesso no SAP;Gestão de perfis SAP (objetos) de acordo a regra da empresa;Gestão dos usuários SAP, respeitando as limitações de acesso;Responsável em auxiliar nas obrigações da Lei 262 (auditoria - Compliance);Controle e análise de performance no sistema (SAP);Auxilio e suporte aos usuários de SAP FI/MM via helpdesk Service Now;Participação no Projeto de implementação do Service Now;Elaboração de KPI’s e targets para medir o SLA utilizando Service Now;Elaboração de Dashboards e View Reports no Service Now;Elaboração de Manuais e procedimentos aos sistemas e módulos da empresa;Elaboração de relatórios de atendimentos em todos os módulos do SAP;Controle de Dumps e Jobs no SAP, e análise dos erros através do debugger (ABAP);Participação em projetos globais, fusão de empresas e novas soluções a sistemas;Participação na implementação SAP TRM em parametrizações e levantamento de requisitos;Conhecimento básico em BI (Web Intelligence) com a ferramenta Qlikview;Capacidade de consultas SQL em Banco de Dados.