Simone A L Gonzalez Email & Phone Number

State Of São Paulo, Brazil

Campinas, São Paulo, Brazil

I am a Senior IT Governance Analyst at Grupo Ultra, a leading Brazilian company in the energy and chemical sectors. I work on ITSM with focus on Problem and Crisis Management. Monitoring of problems and tasks from creation to closure, RCA (root cause analysis) review and approval, ITSM process improvement, monthly metrics and KPIs reporting. Main Results: - RCA template creation;- 5 why's method Implementation;- identification of improvements in the problem management process;- 79% of problem backlog reduction in 4 months;- Problem management & RCA training provided to IT professionals.

Hortolândia, São Paulo, Brazil

* I started on this position on Sep/2019 at IBM (Kyndryl is a spin-off company of IBM IT Infrastructure Services founded on Sep/2021). Total: 3 yrs 9 mos.- Learning & Skills Development Lead in a department with 12 managers and 270 employees. Managed anual and quarter certifications and training planning: upskilling, reskilling and skill gap plans according to business strategy. Set skill priority according to hot technologies of IBM/Kyndryl learning partners. Worked with upper line manager to defined a plan for developing the skills needed to close high-priority skill gaps. Monitored progress of learning initiatives, budget control, training purchases, updated and maintained metrics and reports. Presentation of results to stakeholders in a month and quarter basis.- I worked as a Problem manager for a client of the healthcare sector, creating problems reports and reviewing and approving RCAs (root cause analysis) according to quality policies. - I worked as an Incident and Change Manager, preparing incident and change operational and qualitative metrics and reports for a customer of the education sector. - Documentation and proccess management. -> As the most recent results, I presented improvements in some processes and created new metrics for skills & learning management according to the leader's needs.

Hortolândia, São Paulo, Brazil

* I started on this position on Sep/2019 at IBM (Kyndryl is a spin-off company da IBM IT Infrastructure Services founded on Sep/2021). Total: 3 yrs 9 mos.- Learning & Skills Development Lead in a department with 12 managers and 270 employees. Managed anual and quarter certifications and training planning: upskilling, reskilling and skill gap plans according to business strategy. Set skill priority according to hot technologies of IBM/Kyndryl learning partners. Worked with upper line manager to defined a plan for developing the skills needed to close high-priority skill gaps. Monitored progress of learning initiatives, budget control, training purchases, updated and maintained metrics and reports. Presentation of results to stakeholders in a month and quarter basis.- I worked as a Problem manager for a client of the healthcare sector, creating problems reports and reviewing and approving RCAs (root cause analysis) according to quality policies. - I worked as an Incident and Change Manager, preparing incident and change operational and qualitative metrics and reports for a customer of the education sector. - Documentation and proccess management. -> As the most recent results, I presented improvements in some processes and created new metrics for skills & learning management according to the leader's needs.

Hortolândia, São Paulo, Brazil

- As Incident Manager, I presented monthly metrics for all domestic accounts (+80 accounts). Reported global metrics and prepared executive presentations and dashboards with quality and volume metrics. Conducted internal incidents quality audits by quarter, with dissemination of non-compliance results to IBM's technical support areas leaders (in Brazil and India) and monitored action plans until closure. Provided incident process training to reinforce governance processes standardization among the team.- As Service Level Manager, I monitored service level (SLA) status and incident backlog for two large retail accounts. Produced SLA reports monthly. Constant attention to identify defects (defect prevention process) for improvement plans in order to reduct recurring incidents. Focus on continuous improvement and customer satisfaction.-> As a result, I presented an improvement in all indicators of the incident quality audit, an increase of 10% overall, and an increase of 17% in the Brazil's results and 7% in India.

Hortolândia, São Paulo, Brazil

- I worked on a dedicated pool of Whirlpool account with 5 managers and around 80 employees who supported the client's distributed environment. Supported the executive leader by providing weekly and monthly reports and presentations with account KPIs such as major issues, achievements, security and quality metrics, changes, RCAs, risks review. - Responsible for maintaining documentations up to date for ISO20000 audit. -> I have passed through ISO20000 twice with satisfactory with strengths.- Analyzed and interpreted business operation data of time control and creation of internal reports to monitor overtime, stand-by, unbilled hours (vacation, day off, licenses, etc). - I also worked as Skill Focal on Learning & development planning and skill budget control. - Conducted internal projects under Agile practices.* Agile Coach - Agile Implementation Projects - from Oct 2016 to Jul 2018 *- Agile project transformation for IBM Brazil's delivery business unit. I worked on planning and organizing workshops for the entire GTS Delivery population (around 3000 employees). - I was Agile Coach for the Whirlpool account, implementing Agile on the support teams, providing training and support squads creation. - I also participated in the Agile Accelerate project, which objective was reorganize the squads, focusing on processes’ waste elimination through VSMs (value stream mapping).

Hortolândia, São Paulo, Brazil

- Managed internal projects regarding automation and productivity efficiency, prioritized tasks and schedules as needed, maintained governance processes standardization and focus on process improvement. - I was focal point for Learning & Development working on skill planning (around 240 professionals) and time control reports (overtime, standby, unbilled hours).- I also worked on two LEAN projects implementation: Domestic and Global Account Integration project and Client First project, which created dedicated pools to support large accounts such as Whirlpool.-> I was recognized with the Hall of Fame award due to my contribution on Integration project.

Hortolândia, São Paulo, Brazil

- From 2006 to 2008, I worked as Notes Administrator supporting email and application servers of IBM USA, Canada and Mexico. - From 2008 onwards, I became the team coordinator (with 18 administrators in Brazil). We worked as a virtual team with professionals in India and the USA. - On Aug/2009, I worked on the Lean implementation project for two virtual email collaboration teams. This implementation was a model for other virtual teams at IBM in other countries. -> During the project, I was certified as Jr Engagement Manager and recognized by the Delivery Excellence Award. -> After the project, I was responsible to manage documentation (processes, procedures) and evidences to be ready for internal audits (assessments). I also provided mentoring to other teams, sharing best practices.

Hortolândia, São Paulo, Brazil

* I worked at IBM as vendor (contracted by GTCon).On the first year, I worked with inventory analysis and asset management of the JP Morgan Chase bank. I was responsible for reporting the Latin American inventory to the global team. In the 2nd year, I started working with other clients, supporting electronic inventory of HW and SW and software distribution.

Bachelor'S Degree, Social Communication: Advertise And Propaganda

Technical, Data Processing