Walter Piedade Email and Phone Number

• Team Integration, coordination and Management• Plan, Schedule and Execute all stages Integration projects• Ensuring timely execution of Projects• Conducting Daily Review meetings with all teams to prioritize action items as per process and avoid delays and ensure teams adhere to timelines,• Managing systems functionality and BCP (Business Continuity Plans)• Working with multiple stakeholders and sub-streams of Technology and Infra division for acquisition projects of the organization• Reporting weekly and monthly performance MIS to all internal stakeholders• Mentoring and motivating the Team for better performances• Identify Team efforts and plan trainings for effective performance and reduce duplication of work• Execute Open items without delay and ensure team is taking appropriate corrective measures• Drive initiatives within the Organisation and management team that contribute to long-term operational achievements

Service Level Manager • Continuous Service improvements for clients Birla Carbon & BMCSL• Weekly/Monthly Reports and MOM for INC/WO/CR• Daily and Weekly Service Level Management Report• Provide expert leadership for projects (ongoing/upcoming) • Complete ownership and SPOC for Change Management process and CAB• Identifying and planning for ITIL process improvement in daily tasks of IT Service Desk• Engage in QA of service level management components like development of QA with regards to service level management and incidents• Establish and maintain relationship with Business stakeholders, IT providers and Performance Management• Vendor Management• Daily Review Meeting for all pending Tasks and Incidents with all Process Leads and Vendors for smooth functioning and avoid pending and ageing tasks/incidents • Random Ticket audits for Service Quality Assurance and highlight loop holes to keep Vendors in control and In-line with adherance• Monthly Review meeting (depending on availability) with Vendors, Stake holders and Process Leads to highlight gaps and be a bridge to collaborate and close long pending issues and process improvements as and when required• Primary point of contact between Client and GSC management, collaborating with Business Relationship Manager, Program Manager, etc

Shift Management:• Analyze and Optimize daily Operations while identifying proper utilization of Resources • Team handling, Feedback on performance and corrections• Team Engagement via weekly discussions on individual Activity Trackers• Recruited and built a team with accurate and Cross skills to support the service• Monitor Project Team Schedules and Production DataTechnical:• Lead the Desktop Management team to continually improve the desktop computing environment• Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security• Ensure that patching and anti-virus updates are carried out promptly and effectively• Work with the Technical Design team evolve standards for hardware, software and security in the desktop environmentAdditional Responsibilities/Achievements:• Awarded for Best and Valued Performance on IT Deliverables• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner• SPOC for all process and to maintain the Quality of IT Deliverables by involvement in Audits and OPS Team meetings• Working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

- Customer experience programme design and implementation- Customer experience measurements, improvements and optimisation- Provide and Initiate Process improvement inputs of current framework for Service delivery by the support team- Manage and co–ordinate with internal support teams (Network Engg, Service Desk, Database and Apps Team) as per ITIL and ISO 20K standards- Develop & improve relationship with client leadership and IT Support team- Serve as Escalation point of contact for Incidents, Problem & Change management activities- Generation and distribution of service management reporting on metrics within the environment (SLA and Availability reporting)- Develop reporting methodology from requirements of clients and business- Identifying training and development needs within the organisation through CSAT surveys, job analysis, appraisal schemes and regular consultation with business managers

Distribute monthly service reporting to all customersAttend internal project handover and review meetings (via teleconference)Ensure that documentation is up to date and input to audits issued by other teamsParticipate in customer WIP (work in progress calls) and actively assist in jeopardy managing critical issues/ordersAttend weekly billing/debtor reviews and provide status updates on all outstanding invoicing To include takingcorrective actions and raising credits where appropriateEnsure that the Customer Service Plan is reviewed twice a year as a minimum and contact and notification detailskept up to date in this document and on the Remedy systemMonitoring and measuring SLA performanceAdhere to Service Management Charter and team KPIsProvide customer information when requested to other areas of the businessProvide ‘back office’ support to the lead service manager when allocated to larger accounts.Ensure that in country Service Management is regularly informed of all customer related issues

• Communicate complex technical ideas • Team handling, Feedback on performance and corrections• Preparing Monthly & Bi-Weekly Roster• Maintain Leave Requests/Planner• Job allocations to SME's, Authorize Changes, Monitor Implementation of New technology• Process improvements and improvement projects,• Incident Management Start to End which includes Facilitation of incident calls from Dispatchers• Evaluation of incidents and there financial impact on business• Escalation of incidents, Proactive actions to avoid incidents, Root cause analysis• Maintain/develop relationships with Offshore and Onshore clients • Monitor Project Team Schedules and Production Data• Drive closure of local IT user calls within the specified SLAs. • Asset Management Workflow• Define and incorporate IT Risk Management policies and standards.• Assist non-technical client base with access issues through telephone support, voicemails, i.e. emails, online chat or Sametime.• Manage escalations and assign calls or incidents to appropriate support groups.• Identify/ articulate a clear problem statement of issues for resolver groups to act/ respond with appropriate priority• Convene and monitor regular discussion forums with local & onshore resolver groups to garner and resolve open incidents/ requests. (OM also tweaked)• Identify problems & redirect to appropriate resource• Maintain a healthy engagement with local & onshore infrastructure teams for driving effective resolution with minimum transactions.• Liaise with business lines and functions to build in business criticalities into service prioritization.• Establish & maintain a close working rapport (meet-greet-floor walk on a regular basis) with stakeholders from business operations and be naturally approachable to them for issues requiring attention

• Provide IT support to our client AMEX & Cargill Foods Inc. • Our Team provided support for Sixteen BU’s of Cargill with complete IT solutions.• Installation and Administration of Software’s used by various BU’s through Deployment Servers• Deployment of Various Patches and Updates (Win XP, Office 2007)• Providing Escalation support to various Business Application Software’s• AILM (Altiris Lifecycle Management) - Monitoring of Backup/Snapshot Server• Monitor, Administrate, Configuration, Installation & Troubleshoot with User queries related to various Business software applications like Lotus Notes, MS Outlook, MS Office, Citrix Metaframe Presentation Server, Symantec Antivirus, AS400, JD-Edwards, Active Directory.• SWDT - Software Distribution Team:o Asset Disposalo Monitor and Regulate Temporary Admin Access Rightso Monitor and administrate installation/ uninstallation of Project driven Softwares as per requirements (eg. Crystal Reports, Adobe installs, Sales Logix, Java Updates, MS Office and other such softwares from the Altris Deployment Server)• Symantec Anti-Virus Console: o Monitor & administer Symantec Clients installed on End Users Computers through Symantec Console.o Obtain a list from the database of Symantec Console on the List of Systems infected, failed updates on the latest Virus Definitions & Symantec Client missing/not installed/not working correctly.

- Establish and administer HR database in support of Project requirements - Maintenance of database for manpower deployment on several Project Sites located in UAE, Oman and Qatar.- Administer and support HR Department in Assessment reports and tracking of employee records sent to Clients, Project Sites based in UAE, Oman and Qatar.- Update Project wise manpower loading database.- Monitoring, update & generate MIS reports for the PR Department (Visa Status, Candidates approvals, Employee Travel, Site employee transfer).- Network with other support staff at various Project Sites to strengthen relationship and coverage during absence.- Perform a broad range of administrative responsibilities.- Maintaining database of Candidates selected from various Agencies, Clients, Sites etc.