Wallace De Oliveira Email & Phone Number

Rio De Janeiro, Rj, Br

Rio De Janeiro

Development and monitoring of operational KPI's, Qualitative analyzes promoting insights, improvement action plans and evolution in the provision of technology services. Business intelligence and Data driven.

Business process analysis considering their inputs, outputs, actors, procedures, controls, applications, data and technologies. Performing mapping, modeling and optimization. Use of It Business Partner's skill to bridge the gap between IT technical teams and business areas to create delivery-oriented process outputs that permeate the entire value chain inherent to the ITIL4 framework.

Rio De Janeiro E Região, Brasil

ServiceNow Platform Owner, working closely with the development team to evolve and customize the platform, prioritizing and refining the team's backlog to maximize value co-creation against the business.

Rio De Janeiro E Região, Brasil

Support for platforms and services, pursuing the reach of defined KPIs and contributing to the search for opportunities for their improvement. Interaction and performance in the service support chain, participating in call fulfillment, analysis and escalation to other levels of support, Devops and development. Whenever necessary, negotiating deadlines and feedback regarding the availability of systems and backlog with Scrum team POs. Promotion of incident handling reports to clients, management… Show more Support for platforms and services, pursuing the reach of defined KPIs and contributing to the search for opportunities for their improvement. Interaction and performance in the service support chain, participating in call fulfillment, analysis and escalation to other levels of support, Devops and development. Whenever necessary, negotiating deadlines and feedback regarding the availability of systems and backlog with Scrum team POs. Promotion of incident handling reports to clients, management and board. Reporting in the Service Now tool for operational use and decision support. Periodic meetings with the leadership of other support teams to align and strive for improved end customer service. Customization of the Service Now tool to better meet the needs of the Service Desk, seeking to facilitate operational work to meet and monitor the life cycle of protocols. Incidents, service requests, problems and changes. Problem management based on the ITIL framework, to monitor teams' efforts regarding definitive or contour solutions, and minimize the impacts or recurrence of incidents in the production environment, always delivering feedback and visibility to internal and external customers. Expertise in Google Doubleclick for Publishers (DFP) tool for managing advertising delivery, performing analysis and troubleshooting for troubleshooting. Show less

Rio De Janeiro E Região, Brasil

Infrastructure, technical support to internal and external customers, in person and remote. Management of corporate fixed and mobile telephony accounts, responsible for communication and opening technical calls with service providers, outsourcing contract management, Active Directory administration.

Avenida Américas 4200 - Bl 2

Infrastructure, hardware maintenance and business automation equipment, software installation, Lotus Notes support, Citrix virtualization, active directory management, internal and external customer service, local and remote. Incremental backup routines, experience with ISO 27001 standard, acting in the management of occurrences by reduction and nonconformity contour. Execution of queries with PostgreSQL, load submission and bank standardization.

Bacharelado Em Sistemas De Informação, Management Information Systems, General

Ciência De Dados

Curso Superior De Tecnologia (Cst), Ciência De Dados