Technical Administrator

• Mar 2022 - Present

Project Manager and Data Analyst

• Jan 2013 - Jul 2018

Configuration Management Database The objective was to update the main entries of configuration Items registered in the Database, across multiple industries.• Achieved an 18% cost saving by implementing automated reporting analysis as well as improving team productivity.• Creating reports and data extraction using SQL.• Provide data reports to highlight department achievement and productivity.• Mitigation of issues and risks by implementing automatic data reporting analysis and received 100% compliance scores for the team's adherence to regulations during the compliance audit. Show less

Project Manager

• Jan 2013 - Jul 2018

Velocity Project (Skill for Value)The main goal was the transition of Brazil's services to India, including several customers, providing support, and managing the initiation and planning phases to transfer skills from one country to another, using PMBOK best practices, waterfall, and Agile approaches (i.e. SCRUM).• Successfully delivered the project within schedule, despite encountering challenges related to skilled employees • Production of daily project healthy reports to the key stakeholders, providing metrics and current data for customers.• Responsible for identifying and managing project risks and issues• Produced project definitions including validated functional requirements, scope, roles and responsibilities, budget, timescales, and resources. Show less

Project Manager and Data Analyst

• Jan 2013 - Jul 2018

P20k ProjectThe main goal was to eliminate 20k defects/monthly related to the most critical customer environments, developing solutions across the technical support team, that could be shared for all the systems.• Responsible for developing work plans to meet deadlines, accurately estimate completion dates and communicate project status• Achieved a 41% cost saving developing solutions, reducing 18k defects/monthly, despite encountering challenges related to customer’s financial approval (i.e disk space, hardware).• Developed workshops and training sessions for team members to eliminate deviations, identify the root cause analysis, and assign action plans. Show less

Service Level Manager

• Jul 2012 - Dec 2012

Responsible for managing and analyzing the Service Level performance (SLAs/SLOs/KPIs) for IT services, to provide the highest service level and quality.• Root-cause analysis on problem identification• Implemented continuous improvement plan to mitigate deviations and non-compliance issues across services and process• Provided monthly KPIs trending reports for key stakeholders, customers, and executives

Quality Analyst Team Leader

• Jan 2010 - Jul 2011

Quality Analyst leader responsible for implementing global and local KPIs, ensuring that industry standards and client requirements were respected, across multiple industries.• Performed internal audits to maintain operating procedure and regulatory standards compliance.• Responsible for tracking, and analyzing quality error trending reports identifying recurring defects• Facilitated weekly meetings with key stakeholders for decision-making and continuous improvement.• Created monthly reports for site managers and global directors. Show less

IT Support Team Leader (Level-1)

• May 2006 - Dec 2009

The main goal was to monitor customers’ servers, networks, and computer systems for irregularities and performance issues, to determine areas for improvement or assign issues to the responsible technical team.• Manage SLA performance for compliance with organizational needs and requirements.• Analyse data and provide monthly report for managers.