Ricardo Puerta Email & Phone Number

São Paulo, São Paulo, Brasil

É com imensa alegria que gostaria de informar que iniciei esta semana na Inventcloud como Service Delivery Manager.

São Paulo, Brasil

● Working in service management, ensuring that all activities are performed in accordance with the standards, policies and guidelines established by the company.● Responsible for managing accounts in IBM Cloud environment, ensuring the correct functioning of services and compliance with contractual agreements.● Realization of contract and service management, including financial monitoring of costs and expenses, seeking operational efficiency, customer satisfaction and the best financial return.● Technical team leadership, with guidance, coaching and motivation to achieve the objectives defined in the contract and ensure excellence in the services provision.● Active participation in meetings with the client, understanding their needs and demands, seeking solutions and improvements.● Constant analysis of accounting results, identifying opportunities and optimizing processes;● Preparation of management reports, monitoring of performance indicators and providing subsidies to support strategic decision making. Main tools used: Microsoft Office 365, Maximo 7.5 and Service Now. Main clients: Saint-Gobain, Fastshop, Fleury, Hortus, Termomecanica, RIOgaleão, PSC Holding, Farmoquimica, Deloitte and Previ (Banco do Brasil Social Security).Main results: (1) Direct participation in customer migrations to IBM Cloud and from IBM Cloud to other providers, such as Google, AWS, T-Systems, among others, in the period from 2022 to 2023. (2) Participation in financial negotiations with clients. (3) Leadership in customer migration processes. Having the focus of always having a positive GP, above 20% and customer satisfaction with the service delivered.

São Paulo E Região, Brasil

● Expertise in service management, ensuring that all activities are executed in accordance with the policies established by Kyndryl and aligned with the business strategy. ● Responsible for ensuring the services delivery in accordance with service level agreements (SLAs) established with customers.● Working with the team management and coordination concerned in the services provision, ensuring quality and customer satisfaction.● Active participation in meetings with customers to understand their needs and expectations, seeking solutions and continuous improvements.● Management of the budget and financial resources related to the services, ensuring compliance with the expected costs.● Preparation of management reports and monitoring of KPIs, performing the presentation of results to senior management to support strategic decision making.Main tools used: IBM/Kyndryl internal tools, for example Maximo 7.5.Main clients: Saint-Gobain, Fast Shop, Fleury.Main results: Constant focus on maintaining solid project management, ensuring customer satisfaction.

São Paulo E Região, Brasil

● Responsible for the customer environment availability, as well as contracted deliverables, including Use of the agile process (3 packages acquired: IBM Agile Explorer, Cloud Management and Operations Explorer and Cognitive Practitioner), crisis management (ongoing), incident management (ongoing), change management (ongoing), SLA impact management and RCA management (Root Cause Analysis);● Creation and conduction of presentations to the client. ● Impact analysis regarding performance & capacity, together with responsible team (ongoing);● environments improvements analysis (ongoing);● Proximity work with resources, in order to maintain and analyze deliverable services’ quality x contract content (ongoing);● Projects monitoring of low, medium, and high complexity. ● Direct interface between IBM and client.Main tools used: IBM/Kyndryl internal tools, example Maximum 7.Main clients: Saint-Gobain and Fastshop.Main results: Constant focus on maintaining healthy project management, ensuring customer satisfaction.

Guarulhos, São Paulo, Brasil

University Education, Information Technology

Administration, Business Administration