Vanessa Genaro Email & Phone Number

São Caetano Do Sul, São Paulo, Brasil

Fundadora da VG Consultoria, sonho que idealizado desde 2019. Temos como objetivo apoiar organizações com implantação de boas práticas e TI, promovendo transformação para uma cultura que prevaleça a mentalidade ágil e digital

São Paulo E Região

● SRE Foundation class teaching.

São Paulo, Brasil

● Responsible for people management (Command Center, FinOps, Infrastructure and Governance), as well as training and development of high-performance teams, performing the monitoring and direction of activities, to contribute to an objective work and aligned with the business strategy. ● Analysis and processes mapping, survey, and risk management, to contribute to the continuous improvement of operational flows pertinent to the sector.● Technology budget management of approximately 200 million BRL, constantly seeking opportunities for efficiency and optimization, adopting best engineering practices on AWS, reducing contract costs, and negotiating renewal with lower consumption.● Development and implementation of IT service management system (ITSM), aligned with DevOps, SRE and agile methodologies, including incident management, post-incident analysis, CMDB, service catalog and change management.● Construction and operationalization of the governance chapter within the technology area, establishing guidelines, assumptions, and minimum acceptable guard-rails to guide initiatives and ensure compliance and systems and projects security.● Active participation in the transformation of the command center into a 24x7 resolution team, being responsible for troubleshooting cloud native infrastructures, leading large-scale events and achieving high operational performance, such as the Big Brother event.● Elaboration and improvement of templates and methodologies for portfolio management, allowing the connection and effective monitoring of project deliveries, ensuring transparency and compliance with established strategies.● Support to the teams of the defense lines in the identification, monitoring and risks mitigation, in addition to the planning and monitoring of audits in technology, ensuring compliance in the processes and excellence at all levels● Preparation of management reports, monitoring of performance indicators and participation in strategic decision making

● Responsible for people management, monitoring and directing activities, promoting the engagement and team synergy to achieve the objectives. ● Responsible for creating and maintaining all company processes, ensuring that they are based on compliance with IS09000, ISO 2000, ISO 2007, ISAE and PCI certifications. ● Working with management, planning and control of projects, conducting biweekly meetings with the company’s key users to ensure efficiency and alignment of operations with the business needs.● Coordination of the orchestration team of critical processes, such as the Practice Control Manager (PCM), playing the role of facilitator in crisis and change management, as well as supporting the execution of processes 24x7.● incident leader and writer, accelerating the crises resolution within the shortest possible time.● Contract management, working as a facilitator between the client and internal areas, such as legal and customer experience (customer service), to ensure customer satisfaction and contractual compliance.● Establishment of continuous improvement practices in IT governance processes, identifying opportunities for optimization, automation and improvement of operational efficiency.● Collaboration with other teams and areas within the company to promote synergy, effectiveness and efficiency of processes and operations;● Preparation of management reports and monitoring of KPIs, performing the presentation of results to senior management to support strategic decision making.Main tools: HP Service Manager.Main clients: Banco Rendimento.Main results: Experimentation of several methodologies ranging from ITIL4, COBIT5, LEAN, Kanban, among others to generate value and facilitation to the entire ecosystem supported by IT governance.

São Paulo

● Responsible for the support teams (N1 and N2) and customer service, including service desk, crisis management and customer relationship, performing activities of medium to high complexity, involving planning, scheduling of steps, evaluation and selection of techniques, methods and work criteria;● Team coordination with 24x7 coverage, ensuring support in different time zones and bilingual service capacity in English.● Annual budget management, including costs control and monitoring with suppliers and resources necessary for the operations.● Responsible for the delivery of all management reports and monthly presentations within the deadlines stipulated by the company.Main results: (1) Transformation of service desk team into N1 team. (2) Automation of the incident escalation process, promoting cost reduction. (3) Automation of the process of triage of calls and implementation of internal service chatbot increase in the agility of the activity by 80%.

São Paulo E Região, Brasil

● Responsible for managing a Service Desk team, focusing on telephone answering, sorting calls, conducting the crisis process and monitoring the life cycle of incidents, requests, problems and changes. Main Achievements: (1) Creation of KPIs and presentation to senior management. (2) Approval in ISO20000 and 9000 audits, where I owned the process. (3) Unification and integration of three service teams that had the same function as a goal, creating identity and culture. (4) Implementation of performance evaluation methodology.

● Responsible for the Pinheiro Neto Advogados client account, focused on managing and guaranteeing the administration of contracted services and monitoring and delivery of new projects. Main results: Reversal of the customer dissatisfaction scenario that was the target of churn.

● Leadership of the Service Desk, Field Service and Operations team, responsible for managing and contracting suppliers nationwide. Main results: (1) Creation of a supplier base for free operation and contracting nationwide. (2) Construction of the contractor's billing process with suppliers and customers.

Master Of Business Administration - Mba, It Management And Governance

Bachelor’S Degree, Business Administration

Debates, lectures, seminars and consulting work.