Support Manager

• Jan 2023 - Present

- Manage the strategy and activities of the support team for our customers, continuously seeking improvements in support processes, setting priorities and aligning expectations for the best service;- Manage and maintain focus on customer satisfaction according to contracted service levels;- Lead the team in their daily routines and activities as well as carry out and guide their careers;- Report through panels or management reports the main indicators to C-Level customers;

Sr Project Manager

• Apr 2022 - Jan 2023

- Responsible for leading teams to deliver projects that span across one or more business units;- Manage resources, schedules, financials and adhere to quality and control guidelines throughout the full systems development life cycle;- Deployment of customer identity and access management (CIAM) solutions enabling organizations to securely capture and manage all sources and forms of customer identity and profile data;- Manage the development of composite microservices and APIs from in-house built applications and monitor utilization and performance; Show less

Operations Manager

• Aug 2021 - Mar 2022

Senior Team Coordinator

• Aug 2020 - Jul 2021

• oversees and overall accountability for the development, support and financial results for system deployment and customizations for international customers (Banks);• responsible for manage the development team distributed in three branches (Campinas, São Paulo and Maringá) with some as full home office, distributed at all Brazil (around 70 directs such as Developers, Testers, Architects, Devops, Project Leaders and others);• responsible for introduce and adoption of agile methodologies (Lean, Scrum, Kanban), build a customer success culture team and conduce the OKR plans at a strategic, tactical and operational levels;• Actively manage a troubleshooting bridge with application owners, stakeholders and vendors ensuring that major incidents are resolved within client SLAs; Show less

Service Manager

• Sep 2017 - Jul 2020

- Technical staff management (around 50 directs distributed in 2 offices at Brazil); - Lead the software developers working on front and back end coding such as Java, Python, .NET, PL/SQL, React, others. - Operations and business support (private & public sector); - Service Desk and NOC management; - PMO management; - Mainly expertise in Avaya, Cisco, Check Point, Fortinet, Nice, Calabrio, Palo Alto and Unify plattaforms; - Technical staff management (around 50 directs distributed in 2 offices at Brazil); - Lead the software developers working on front and back end coding such as Java, Python, .NET, PL/SQL, React, others. - Operations and business support (private & public sector); - Service Desk and NOC management; - PMO management; - Mainly expertise in Avaya, Cisco, Check Point, Fortinet, Nice, Calabrio, Palo Alto and Unify plattaforms;

Operations Director

• Feb 2016 - Jul 2017

- exercise the diligence of a prudent businessman in the conduct of the company’s affairs managing committes and representing the company face to partners, providers and key customer; - entitled to motivate and mentor staff members and may chair meetings to solve issues, direct complex projects and define business process in services and sales; - contribute to design and implement the strategic plan for the company in the most time efficient and cost effective manner; - resposable for implment the Software (IoT) development, Capacity & Training and Professional Services teams in order to create new products in IoT, new services and to provide technical training to internal staff and to external customers generating addicional finance incomes; - develop and evaluate new products and its business models in order to amplify the company's offers and increase the revenue; - manageing the day by day activites related to the technical staff as well as the service desk team (24X7X365) with almost 100 directs at total. Show less

Manager

• Nov 2014 - Jan 2016

As a CI&T's Manager, my goal is to help CI&T Payments Tower create the most efficient and reliable global payments platform to its customers. This role lead complex, multi-disciplinary projects using both technical and functional expertise using Scrum methods. • Manage technical projects - working closely with software developing, product and operations teams to prioritize, track, and facilitate successful delivery of projects • Ability to handle multiple competing priorities in a fast paced and ambiguous environment • Develop and manage relationships with customer and other project providers • Responsible for making project decisions, achieving tactical goals while retaining a strategic focus Show less

Project & Operations Manager

• Mar 2013 - Oct 2014

- responsible for the daily business of the company. - managing committees and represent the company. - entitled to motivate and mentor staff members and may chair meetings. - contribute to design and implement the strategic plan for the company in the most time efficient and cost effective manner. - responsible for the daily business of the company. - managing committees and represent the company. - entitled to motivate and mentor staff members and may chair meetings. - contribute to design and implement the strategic plan for the company in the most time efficient and cost effective manner.

Sr. IT Project Manager by Global HITTS

• Mar 2012 - Feb 2013

- To act as the key, day to day client interface, ensuring that client objectives are met and that projects are delivered to time and cost targets and the appropriate quality standards.- Advising at a strategic level at the project conception stage, including providing advice on the different approaches that can be adopted in order to successfully achieve the client's overall objectives- Manage the software developers conding in Android, IOS, .Net, VB, SQL, others.

IT Project Manager by ART IT

• Mar 2011 - Feb 2012

Plan and execute any project related to computer networking, telecommunications or software development. Working as Project Manager for a high level designing and implementing team on higher quality, more affordable, maintainable, and faster to build systems and software that attend our customer requirements.Working on the deployment of agile methods at developing temas such as Root Cause and On Going support.

IT Project & Operations Manager at SAGA TRENDS (HONDA RESELLER)

• Feb 2010 - Mar 2011

IT Project and Operations Management driving innovation and creating new products and services to help the company achieving its goals and grow on market share. Leading the planning and deploying of the MICROWORK ERP in orther to make EDI with the Honda's SAP system. IT Project and Operations Management driving innovation and creating new products and services to help the company achieving its goals and grow on market share. Leading the planning and deploying of the MICROWORK ERP in orther to make EDI with the Honda's SAP system.

IT Project Manager - LATAM

• Sep 2004 - Jun 2009

Manage IT projects at CALA region to ensure proper and timely development through the disign, construction and trial phases until project implementation and the successful hand-off to the appropriate support team. Projects such as data and voice communication, system deployment and support, data back up and secure access

IT Team Leader - LATAM

• Sep 1997 - Aug 2004

IT - Network Services - Caribbean and Latin America Region - CaLAArchitect, Engineer and Maintain Nortel's world Class Global Network Infrastructure and systems at CALA Region such as LAN, WLAN, WAN, Firewall and Voice Communication

IT Coordinator

• Jan 1996 - Aug 1997

Project and deploy of LAN/WAN and Voice systems; Define and implement the Contact Center System and its peripherals; VSAT Network Project (site survey and field installation); Project and deploy of LAN/WAN and Voice systems; Define and implement the Contact Center System and its peripherals; VSAT Network Project (site survey and field installation);

IT Sr. Project Analyst

• Jul 1993 - Dec 1995

Project data and voice communication systems; Measurement of Contact Center (DAC, IVR and Digital Record System); Market System Plan and Deployment (Tradenet MX); UHF/VHF radio communication support engineer; Project data and voice communication systems; Measurement of Contact Center (DAC, IVR and Digital Record System); Market System Plan and Deployment (Tradenet MX); UHF/VHF radio communication support engineer;

IT Support Analyst

• Oct 1990 - Jun 1993

Provide Data/Voice support as well as deployment of POS system; IBM 3090 Mainframe operations (routines, controllers, terminals, Jobs others); Siemens Saturn 5000 CPA Call Center Implementation and technical support; Provide Data/Voice support as well as deployment of POS system; IBM 3090 Mainframe operations (routines, controllers, terminals, Jobs others); Siemens Saturn 5000 CPA Call Center Implementation and technical support;

Telecomm. Engineering - Cooperator

• Jan 1989 - Jul 1990