Vitor Monteiro Email & Phone Number

Brazil

Belo Horizonte, Minas Gerais, Brasil

- Development and Coordination of the IAM team;- Identity & Access Lifecycle Management;- Management of Integration Projects focused on Authentication & Authorization;- Automation Project Management;- Responsible for executing Internal Controls of the Preventive type;- Effective collaboration in internal/external audits;- Effective collaboration and execution of actions related to regulations;- Continuous improvement and commitment to best practices;

Belo Horizonte, Minas Gerais, Brasil

- Managing the global service support team;- Co-managing and evolving the ITSM tool;- Co-responsible for implementing and maintaining the software catalog;- Managing incidents, requests, and service levels;- Responsible for implementing and improving the Book of Indicators/KPIs;- Structuring Knowledge Management processes and implementing the Knowledge Base;- Evolving and consolidating IT Services' best practices;- Co-responsible for initiatives related to self-services and user autonomy in IT solution consumption;- Quality Management (CSAT, NPS, Action Plans, Continuous Process Improvement...);- Responsible for raising the maturity level of the service and support area;

Rio De Janeiro, Brasil

- Development and coordination of the IAM team;- Identity Lifecycle Management about of 20k identities (Joiner, Mover and Leaver);- Access Lifecycle Management (employees and non-employees);- Supporting areas of the organization in mapping and designing access profiles;- Executing access management using the RBAC method;- Managing access in SOx applications/environments (formerly Laureate Education);- Responsible for granting and revoking access tasks on the self service portal (+ 4k/month) and tickets (+ 2k/month);- Collaborating in planning, implementations, integrations and systemic migrations, developing assumptions and requirements;- Ensuring compliance of processes with Information Security guidelines and recommendations, Internal Controls, Internal/External Audit and DPO;- Executing and consolidating IGA processes and best practices;- Identifying, mitigating and eliminating risks to the business, during the execution of activities;

Rio De Janeiro, Brazil

In addition to the responsibilities of the Field Services coordinator role, I also incorporated the following activities:- Responsible for IT services (+10k educators, + 2k calls/month, + 2.5k tickets/month);- Providing team leadership and development of soft and hard skills in employees;- Responsible for restructuring and unifying the Helpdesk and Field Services areas;- Collaborating on the co-authorship design of support services for Product Development Squads;- Co-responsible for planning, implementation project and management of ITSM tools (Service Now and Jira);- Management of the knowledge base and IT service catalog;- Co-responsible for managing relationships with IT suppliers;- Identifying opportunities, developing solutions, and improving processes in various business areas;- Creation of reports and action plans for area KPIs.

Belo Horizonte, Minas Gerais

- Coordination of the Corporate Support and Field Services teams within the group;- Matrix leadership for a team of over 100 employees;- Responsibility for providing level 2 technological support to the IT teams of the, spanning more than 60 campuses;- Mapping, documenting, and standardizing processes;- Incident management, backlog and SLA negotiations;- Overseeing IT contracts and licensing for educational software (Microsoft, Google, Adobe, Autodesk, Siemens, Arcgis, SolidWorks...);- Disseminating and implementing best IT practices;- Co-responsible for the printing outsourcing contract;- Responsible for the approval and standardization of new technological devices;- Managing the implementation of leasing devices;- Ensuring a positive end-user experience in the use of computational resources;- Managing endpoints and maintaining an inventory of hardware and software (+ 20k assets);- Disseminating and consolidating Systems Management Appliance (KACE SMA) and Systems Deployment Appliance (KACE SDA) within the group's IT environment.

Belo Horizonte

I worked in this position at the Buritis campus, specifically in Cristiano Machado buildings I and II, from the beginning of the unit in 08/2013 until 11/2017. Afterward, I returned to the Buritis campus to lead the restructuring of the IT Support Center.- Leadership and development of IT Support/Field Services teams;- Management of IT assets and the technology park;- Support for campus management and Ânima's IT department in unit expansions;- Development of standards and procedures to increase productivity, improve the quality of IT services and enhance processes;- Development of projects for the IT department;- Management of Capex and IT Opex budgets;- Conduct and monitoring of troubleshooting by computer technicians in laboratory environments;- Support in adapting the IT environment to comply with MEC (Ministry of Education) regulations and ordinances;- Co-leadership of the NSITec technology committee, which brought together members of the IT teams from UNA, UNIBH and Ânima;

Belo Horizonte

- Leadership and team development;- Management of campus computer laboratories;- Responsibility for overseeing interns, apprentices, assistants, and technicians;- Assistance to the area coordinator in implementing new projects;- Assisting the area coordinator in the preparation and execution of Capex and Opex;- Developing standards and procedures to increase productivity, improve the quality of IT services, and refine processes in the area;

Belo Horizonte

- Administrative activities in the area;- Preventive and corrective checklist for equipment;- Answering Helpdesk calls/tickets;- IT technical support;- Audiovisual service and technical support;- Organization and inventory of area equipment;- Responsible for the tasks of interns and young apprentices;

Belo Horizonte

- Provided administrative and operational support to call center operation coordinators and managers;- Collaborated in structuring the call center service area for the launch of Oi's 3G operation;- Worked with the Oi business team in the design and redesign of the Oi Velox ADSL and Oi Velox 3G service processes for the call center;- I was co-responsible for restructuring and developing content for the Oi Velox intranet;- I facilitated training in systems such as STC, SISRAF, PCP Oi Velox (technical feasibility consultation), Siebel (Oi CRM), FrontEnd Oi, among others;- I also assisted in resolving incidents reported to the Department for Consumer Protection and Defense;- I prepared reports and presentations of results with operational indicators;

Technologist, Management Processes

Master Of Business Administration (Mba), Management And Information Technology

Technologist, Internet Systems | Web Development, Incomplete (3Rd Period)