Ricardo Toledo

Ricardo Toledo Email and Phone Number

Senior Project & Program Manager @ Google
mountain view, california, united states
Ricardo Toledo's Location
Jundiaí, São Paulo, Brazil, Brazil
Ricardo Toledo's Contact Details

Ricardo Toledo personal email

About Ricardo Toledo

Information Technology professional with experience in the IT industry in Project & Program Management, Customer Experience & Escalation Management and Global Business Management. Collaborates across multi-national functional teams with robust outcome-based and customer-centric principles to consistently achieve business goals and exceed customer’s expectations.>Project/Program Manager: Managed medium to large complex international IT projects, including migrations to the cloud, app refactoring, IT Outsourcing, IT transformation (IaaS, PaaS), data center moves, service desk onboarding, and transitions, database migrations, Core network implementations, and Microsoft Windows servers migrations.>Customer Experience / Escalation Manager: Expertise in customer advocacy, executive engagement, escalation management, strategic partnership with sales, data-driven decision-making, account strategy/business planning, product performance monitoring, and dashboarding.Education and certifications: >Master's Degree in International Management (Grenoble-France)>MBA in Business Management (FIA-USP)>PMP® - Project Management Professional>Certified SAFe® 5 Scrum Master>CSM - Certified Scrum Master >Google Certified Cloud Digital Leader>International Experience - worked 4 years in Canada

Ricardo Toledo's Current Company Details
Google

Google

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Senior Project & Program Manager
mountain view, california, united states
Website:
google.com
Employees:
219238
Ricardo Toledo Work Experience Details
  • Google
    Content Safety Program Manager
    Google Jan 2024 - Present
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  • Google
    Consulting Engagement Manager
    Google Nov 2021 - Dec 2023
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  • Amazon Web Services (Aws)
    Sr. Engagement Manager
    Amazon Web Services (Aws) Apr 2021 - Oct 2021
    São Paulo, Brazil
    PM large migration to the AWS cloud for strategic customers, with international and local dev teams management. Creating project charter, facilitating release/iteration and sprint planning, creating Roadmaps all that with Scaled Agile methodology (Scrum + Safe).
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  • Hewlett Packard Enterprise
    Senior Global Project Manager
    Hewlett Packard Enterprise Apr 2019 - Apr 2021
    Mississauga, Ontario, Canada
    Part of a Global Deal Center (Corporate) strategic area, creating new working frameworks for IT proposal hubs, adapting processes, developing people skills, driving changes, expanding regional coverage, managing Governance and Proposal Hub related projects
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  • Hewlett Packard Enterprise
    Customer Experience & Sucess Manager
    Hewlett Packard Enterprise Apr 2017 - Apr 2019
    Mississauga, Ontario, Canada
    I was responsible to foster high-quality interactions at each step of the customer journey for strategic accounts. I performed a data-driven and improvement-oriented role combined with customer escalations and project management to improve the overall customer experience.• I stepped in to lead and oversee a critical customer project which was delayed in delivery. I was able to successfully established a strong communication plan and delivered the project within 2 months, which increased customer satisfaction and sales by 500K. I won the Bias for Action All-star award for this project. • I created and executed training for the US team on building executive summaries thereby reducing lead-times by 30%.• I deployed a newly developed role for strategic accounts in Canada and improved customer experience (NPS) by 40 points through driving customer improvement projects.
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  • Hewlett Packard Enterprise
    Customer Experience & Quality Program Manager
    Hewlett Packard Enterprise Nov 2015 - Mar 2017
    Alphaville, São Paulo, Brazil
    I was part of the WW quality organization responsible for the Latin America region managing Customer Experience, Improvement Projects/Programs, NPS Loyalty Study, Quality Council Management, CX Training, Employee Engagement, Customer Advocacy, and Product Performance Monitoring. • I organized a cross-functional program to connect multiple areas which resulted in increased leverage and adoption of the Quality culture. I won the Team developer All-Star Quality award for this project.• I drove multiple Agile projects improving local and regional end-to-end processes and the customer experience by 20 NPS points.• I managed a Program where I created governance and structure for the AIR project to reduce equipment failure, which achieved 20% improvement YoY.
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  • Hp
    Global Accounts - Customer Experience & Escalation Manager
    Hp Feb 2011 - Oct 2015
    Alphaville, São Paulo, Brazil
    I managed strategic accounts to ensure customer’s overall success with HP. I was able to resolve complex account situations towards mutual success and partnership with the account teams and internal areas. I used to act as the main point of contact throughout the customer’s product lifecycle. Part of my role was to identify customer risks and concerns and I used to work internally at HP to create a "get well" plan.
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  • Hp
    Transformation Program/Project Manager
    Hp Aug 2008 - Jan 2011
    I was assigned as a Program Manager for a large datacenter green field setup. I managed a cross-functional team of 10 people and 1 million USD budget. The new space (green field) was constructed with high-end HPE XP storages, HPE G7 Blades to host a VMware hypervisor farm for hundreds of virtual servers and included the installation of several Sun Spark M900 servers to host the customer Unix environment.I also managed a Latin America IT Infrastructure Program (File Server and Printing), including more than 150 locations in an international environment with 10 people including 2 PMs reporting to me.
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  • Electronic Data Systems
    Senior It Project Manager
    Electronic Data Systems Jan 2007 - Aug 2008
    I worked on many different US-based voice and data network infrastructure projects where we replaced 56 firewalls in different Datacenters across the US without any customer impact. I managed the engineering team, provided design and implementation plans and executed plans.had the opportunity to manage a project to prepare the internal environment to bring Service Desk operations from one customer to our global facilities. I managed a technical team with ten people.
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  • Siemens
    It Engagement And Project Manager
    Siemens Mar 2005 - Jan 2007
    As an Engagement/Opportunity manager, I managed the creation of several complex solutions with multiple Solution Architects for different technologies. Also, it included making sure the technical design met the customer requirements and the solution description, price and compliance were good before sharing it with the customer. As a Project Manager, I managed several IT migration and transformation projects, including desktop migration for 13.000 users in 13 different (Latin America) countries, software distribution tool implementation (Landesk, now Ivanti), UNIX servers’ migration, Oracle database migration and datacenter move (BASF).
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Ricardo Toledo Skills

English Spanish Pmp International Project Management Ms Project Project Planning Requirements Analysis Team Building It Transformation Datacenter Virtualization Customer Experience Management Customer Satisfaction Customer Relations Conflict Management It Management Customer Service Erp Service Delivery Program Management Pmo Data Center It Service Management Itil Vendor Management Pre Sales Pmi Project Portfolio Management Outsourcing Service Management Telecommunications Process Improvement Project Management Integration Business Process Pmbok Cross Functional Team Leadership Business Process Improvement Crm Management Strategy Business Intelligence Project Delivery Team Leadership Software Project Management It Outsourcing Risk Management Sla It Strategy Start Ups

Ricardo Toledo Education Details

Frequently Asked Questions about Ricardo Toledo

What company does Ricardo Toledo work for?

Ricardo Toledo works for Google

What is Ricardo Toledo's role at the current company?

Ricardo Toledo's current role is Senior Project & Program Manager.

What is Ricardo Toledo's email address?

Ricardo Toledo's email address is ri****@****ail.com

What schools did Ricardo Toledo attend?

Ricardo Toledo attended Grenoble Iae, Fia Business School.

What skills is Ricardo Toledo known for?

Ricardo Toledo has skills like English, Spanish, Pmp, International Project Management, Ms Project, Project Planning, Requirements Analysis, Team Building, It Transformation, Datacenter Virtualization, Customer Experience Management, Customer Satisfaction.

Who are Ricardo Toledo's colleagues?

Ricardo Toledo's colleagues are Swastik S Sahoo, Chimezie Victor, Sanjay Pandit, Omar Torres, Philana B., Abdulla Hafiz, Andre Le.

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