Simone A L Gonzalez Email and Phone Number
My career has been developed on IT Service Management with extensive experience on driving processes through continual improvement, creating and reporting performance indicator metrics, leading learning & development initiatives, applying problem solving techniques and analytical thinking in order to increase services efficiency.During 19 years, I worked at IBM / Kyndryl (IBM's spin off) with deep knowledge on:- IT Governance (Incident, Problem, Change, Risk and Service Level Management)- Learning & Development- Data Analysis- PMO / Business Program Management- Transformation Projects implementing Agile and Lean methodologiesExtensive knowledge and skills in creating reports, operational metrics, KPIs reporting to upper management and global leadership. Documentation and processes management, creation of dashboards and executive presentations. Focus on reduction of recurring incidents and problems, increasing productivity.Learning & Skills Development, leading my department skill planning and learning initiatives according to business strategy. Responsible for budget control and progress monitoring. Metrics creation and data analytics interpretation to drive insights and timely decision making. I used to coordinate cross functional projects in a multi-cultural environment, including virtual teams. I also used to analyze and interprete business operation data (overtime, standby, unbilled hours).Expertise on conduction of internal quality audits for incidents and RCAs quality review. Experience with external audits such as ISO20000.I provide governance processes training and Agile / Kanban / Scrum / Lean workshops and training. Conduction of Design Thinking and VSM (value stream mapping) sessions. Areas of interest: IT Service Management, IT Governance, Learning & Development, positions that require data analysis, metrics and quality indicators and processes improvement. Last Certifications: ITIL V4 Foundation Certified, AZ-900 Microsoft Azure Fundamentals Certified, Problem, Change and Incident Management Practitioner badges, IBM Agile Coach.Badges: https://www.credly.com/users/simone-gonzalezIdioms: Portuguese (native), English (advanced), Spanish (intermediate).Feel free to contact me at simone_al@hotmail.com
-
Especialista Processos De TiTivitState Of São Paulo, Brazil -
Senior It Governance AnalystUltrapar Nov 2023 - May 2024Campinas, São Paulo, BrazilI 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. -
Service Delivery Coordinator (It Governance / Learning & Skills Development)Kyndryl Sep 2021 - Jun 2023Hortolândia, 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. -
Service Delivery Coordinator (It Governance / Learning & Skills Development)Ibm May 2006 - Sep 2021Hortolândia, 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. -
It Service Mgmt: Incident & Service Level ManagerIbm Oct 2018 - Sep 2019Hortolândia, 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.
-
Program Manager / Agile CoachIbm Feb 2014 - Aug 2018Hortolândia, 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).
-
Project Management OfficeIbm Feb 2013 - Feb 2014Hortolândia, 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.
-
Lotus Notes Administrator / Jr Engagement ManagerIbm May 2006 - Jul 2012Hortolândia, 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.
-
Inventory And Software Distribution AnalystGtcon Tecnologia & Serviços Ltda. Feb 2004 - May 2006Hortolândia, 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.
Simone A L Gonzalez Education Details
-
Social Communication: Advertise And Propaganda -
Colégio EvoluçãoData Processing
Frequently Asked Questions about Simone A L Gonzalez
What company does Simone A L Gonzalez work for?
Simone A L Gonzalez works for Tivit
What is Simone A L Gonzalez's role at the current company?
Simone A L Gonzalez's current role is Especialista Processos de TI.
What schools did Simone A L Gonzalez attend?
Simone A L Gonzalez attended Pontifícia Universidade Católica De Campinas, Colégio Evolução.
Free Chrome Extension
Find emails, phones & company data instantly
Aero Online
Your AI prospecting assistant
Select data to include:
0 records × $0.02 per record
Download 750 million emails and 100 million phone numbers
Access emails and phone numbers of over 750 million business users. Instantly download verified profiles using 20+ filters, including location, job title, company, function, and industry.
Start your free trial