Cristiano Ribeiro De Souza

Experience

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  Black Box

  Apr 2011 - Jun 2013

  Team Leader

  Responsibilities:• Support for windows operating system and internal HP (HP users).• Opening, scheduling, monitoring and termination of the call resolution (incident).• System used for opening called HP Service Manager.

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  Intec Tecnologia

  Jul 2013 - Jun 2014

  Systems Monitoring

  Responsibilities:• Monitoring elavon's transactional network (CA Spectrum, Nagios, SolarWinds).• Opening, scheduling, monitoring and termination of the resolution call (incident), tool AUTOMATOS (ASM) and CA Service Desk.• Analyzed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of service level agreement (SLA) compliance.

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  Kier Group

  Jul 2014 - Sept 2015

  IT Analyst

  Responsibilities:• Support to 24x7 projects and crisis incident management in highway projects.• Act as a key contact for the customers aiding them in the identification of source of customer reported incidents, suggest workarounds and manage expectations for resolution where changes are required.• Plan the release content required for live customer requirements in conjunction with the Development Team Manager escalating any conflicts to the Product Manager where applicable.• Organise customer focussed user forums in conjunction with live customers, where appropriate, to ensure customer satisfaction levels are maintained, issues are understood and communicate/promote the wider capabilities of the platform. Show less

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  PDMFC

  Feb 2016 - Aug 2016

  2nd Row / Team Leader

  Responsibilities:• Direct communication with the client and other spheres of the General Registration Organization (second, third line management and Executives).• Team Management, Daily and Monthly Feedback to employees, Integrated Management System, work and metrics.• Mapping and development of knowledge and experience of the led team.• Management reports and mapping of changes, incidents (SLA).Main results obtained:• Creation and implementation, launch procedures and team training in the Service Desk.• Implementation of the Service Dispatch Model (centralized workload management) Teamwork hours.• Implementation of management model metrics and support area. Show less

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  Conduent

  Sept 2016 - Mar 2018

  2nd Line / Data Analyst

  Responsibilities:• Formulation of procedural manuals for all departments.• Collection and analysis of data from the Google Customer System (Conduente).• Establish new techniques for data collection and analysis within the organization.• Find patterns and trends in the analyzed data.• Management of KPIs and SLAs.• Achieve customer goals by solving customer problems in a timely manner.• Sending reports to relevant department managers.• Consult with 2/3-line support groups and third-party service providers. Show less

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  ISupplyEnergy

  Mar 2018 - Nov 2019

  Change Management Coordinator

  Responsibilities:• Test replication and analysis of root causes and document work.• Provide report and trend analysis.• Responsible for creating and updating knowledge bases with details of common problems that the company can view online, and the team can use to develop proactive solutions to common problems.• Analyze KPI/SLA performance at the delivery center to improve processes and improve delivery's Gas/Electric Industry (KPI/SLA).• Administering change control procedure and processes. This includes the management of the change control board and oversight of the approved change requests Delivering overall roll-out schedule of new services (release management).• Being accountable for service reporting to Business Partners and IT engagement manager, based on KPIs defined in the SLA (service level agreements), managing accordingly support teams and vendors.• Coordinate and prepare strategies to enhance client relationships.Main results obtained:• Deployment tool ITSC ServiceNow.• Responsible for leading the introduction of the change management process.• Implementation of the process of escalator of critical incidents. Show less

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  Microservice Tecnologia da Informação

  Sept 2020 - Feb 2024

  IT Manager

  Responsibilities:• Team Management NOC (Network Operations Center) and TECH (Network Administrators, DBAs,Cloud and new technologies).• Workload management among team members, including the implementation of ticket/case management processes.• Management of KPIs and indicators for constant improvements in team performance.• Identification and resolution of points of failure in recovery/maintenance processes.• Administration of customer service systems in agreement with ITIL.• Monitoring and creation of action plans called in critical environments.• Creation and management of processes and work instructions, using frameworks: ITIL, ISO 20000,ISO 27001 and COBIT.• Creation of capacity and availability reports of IT assets among other assignments.• Analyze impact of new demands and root cause of non-conformities.• Analyze KPI/SLA in delivery center performance to improve processes.• Implementation of the escalation process for critical incidents.• Responsible for leading the introduction of the change management process.• Responsible for onboarding’s and deliveries to contract customers.• Anticipate potencial challenges and develop a plan to reduce negative perception.• Monitored the account performance to identify situations that requires resources or intervention.• Drove creation of an Operational Readiness process leading to lower defect introduction,decreased resolution time of severity issues.• Provide work direction, delegation, and prioritization to team. Ensure compliance withcompany's policies, processes and procedures.Main results obtained:• Updating the ITSM Softdesk tool and reshaping the Service Catalog.• Knowledge Base implementation based on KCS methodology.• Creation of minimum inventory and improvement in the delivery of workstations to new employees.• 50% reduction in daily backlog average.• Increase costumer satisfaction over NPS Score. Show less

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  Teletex IT Solutions

  Feb 2024 - now

  Especialista em soluções