Implementation of ITSM solutions and project management. My responsibilities included conducting meetings with clients to gather requirements and assess project efforts. Responsible for generating functional and technical specifications, as well as validation test documentation. Additionally, I mapped and documented processes related to projects. Managed integration projects between CA SDM and other ITSM Platforms (ServiceNow; Microfocus SMAX, etc)Another key responsibility was conducting Quality Assurance (QA) tests to ensure the successful release of solutions to clients. Furthermore, handled the parametrization of Broadcom Service Management solutions, configuring the system according to clients needs and requirements. Main responsibilities:•Project management, comprising: - Requirements gathering; - Writing Stories; - Creation of functional and technical specification documents; - Creation of test plans.• CA ITSM solutions (Broadcom) upgrade and settings.

Activities performed at Global Hitss client (Embratel / Claro / Net)- Support and maintenance and customization of CA Service Desk Management tool versions 12.7 and 14.1;- Creation and support of reports in CA Business Intelligence and Jasper Reports;- Development and support of SPEL and Javascript codes to perform customizations in CA SDM tool;- Migration of the environment to a new structure with CA Service Management 17.2;

- Implementation, configuration and customization of CA Service Desk Manager 14.1;- Implementation, configuration and customization of CA SAP Business Intelligence 4.1;- Creation of operational, tatical and managed reports to the organization;- Implementation of IT services processes in accordance with ITIL best practices and customization the CA SDM to support these processes;- Implementation of IT Service Catalog;- Implementation of CA CMDB to all organization;- Development of all operational dashboards using CA SAP Business Intelligence;

Developed work at the customer ANP:- Implementation, configuration and customization of CA Service Desk Manager 12.7;- Migration to CA Service Desk Management 14.1;- Implementation, configuration and customization of CA SAP Business Intelligence 3.1;- Migration to CA SAP Business Intelligence 4.0;- Implementation and configuration of CA Process Automation (CA ITCM);- Creation of operational, tatical and managed reports to the organization;- Implementation of IT services processes in accordance with ITIL best practices and customization the CA SDM to support these processes;- Implementation of IT Service Catalog;- Implementation of CA CMDB to all organization;- Development of all operational dashboards using CA SAP Business Intelligence;