Experience

• 

  Ab inbev

  Aug 2004 - Jun 2007

  It support team

  My first 3 years of deep dive in business and technology for a worldwide company. What I had learned? Technology base: How to manage a datacenter, Backup and Restore procedures, Windows Server and MS Exchange management, Database management (SQL), software programming (.NET C# Web applications). Also learned that teamwork is the more important thing to reach a collective goal.Tech details:Manage Windows Server (2000 and 2003)MS ExchangeManage SQL Server (2000 e 2005)Crystal ReportsScripts, DTS, Stored ProceduresBusiness ObjectsMS Configuration ManagementSecurity policies and routines (Backup, Windows Updates, McAffe)MS Operations Manager, HP RadiaHP Data ProtectorBavaria (Brewing industry)Best achievements: Develop a CMDB portal to improve IT Asset Management process. Webdesign, Programmer, SQL Database integration, Crystal Reports integration.Develop a Knowledge website including videos (ownmade screencaptures) showing to EndUsers how to solve most commom incidents by themselves. Show less

• 

  Hewlett packard enterprise

  Jan 2008 - Sept 2008

  Support team's leader

  Focal Point of Help Desk team. Daily organization of team’s tasks, train support team members, specialized support on critical situations. ITIL-based problems management.Client: Roche (Pharmaceuticals industry – 4000 users from Brazil and Mexico)Key Achievements:• Initiate and train a new support team for HP GSD• Deliver a quality service using ITIL best practices for our process• Telephonically support on Spanish and English languages. Approaching to Portuguese language Show less

• 

  Constat

  Oct 2008 - Nov 2012

  It outsourcing manager

  Constat is a Brazil service provider with global clients. My role was to manage IT Service Operations and Delivery for different industries.I was responsible for:Keep daily and monthly SLA’s results guaranteeing quality and performance for IT services.Manage relationships with international partners looking for new contracts and opportunities.Manage people (hiring, couching) from different teams and clients (up to 30 professionals)Contracts managed: Eichenberg (Logistics & Transport Industry – Brazil Help Desk team)Perdigão (Food industry - Brazil OnSite support teams)Unimed Porto Alegre (Health & Medical services - Help Desk)AGCO (Global manufacturer of agricultural equipment - Brazil Service Desk team + NOC + Datacentre administrators)Key Achievements:• Organize, train and manage teams from different Brazilian states• Reduce on 30% the call’s volume training better both the users and technicians.• Improve backup and security strategy, implement Citrix virtualization technologies• Manage all process to create a new help desk structure. • Improve processes using ITIL focus.• Hire and give opportunities for young professionals• Manage relationships with partners to initiate international support services between Brazil, Argentina and Uruguay on my company. Show less

• 

  Stefanini brasil

  Nov 2012 - Apr 2018

  It services manager - contractor at british american tobacco

  British American Tobacco is one of the world’s five largest tobacco companies. Has a market-leading position in over 50 countries and operations in around 180 countries.As part of Brazil's Service Level Management team, I am responsible for delivering world-class services, improve incident resolution process, oversee all escalations and reduce business impact when an issue appears.I also manage short-term projects focusing on EndUser experience during transition - Communication, hypercare incidents handling.Chair Local CAB for Applications and Infrastructure changes.Key Achievements:+ Reduced 80% of escalations from users to IT support teams by implementing a new strategy to handle urgent or high-aging incidents;+ Improved End-User satisfaction reaching best results for IT in company history;+ Active part of delivering one of the greatest OneSAP projects worldwide. My role was Incident Manager and first management escalation point;+ Improve overall change management process aligned to global IT operational model in BAT;+ Active part of delivering the fastest and biggest Microsoft O365 implementation from scratch; Show less

• 

  Ntt data europe & latam

  Jun 2018 - Dec 2018

  Solutions team lead

  Lead applications services support for an strategic account: YPF, the biggest company in Argentina (Energy, oil and gas exploration and production).Deliver world class services to support web applications helping YPF to maintain and improve internal governance (ITIL basis) across all company. Key Achievements:Transform support operations to digital using Microsoft next-gen communications environment.Improve Service Level for web applications support by 15% in all KPIs Deliver new project management WoW aligned to agile concepts and continuous delivery. Show less

• 

  Dbc company

  Jan 2019 - May 2019

  Project manager

  Consultant for IT Operations management team at Lojas Renner (fashion retail leader in Brazil).Responsible to deliver IT services (Infrastructure, application and communication services) to +500 stores and +20000 employees in Brazil, Uruguay and China;Manage Service Desk operations and Service Level from +30 IT providers;Run digital transformation initiatives to deliver and improve User Experience in IT services;Train IT team to upgrade communication skills in a global environment (teaching English and Spanish for portuguese speakers);Key achievements:In a couple of months, designed and delivered service desk operations from local to Global, expanding services to 24/7 availability, chatbot initiatives and starting to support operations in Asia market (Shanghai,CN Service Owner) Show less

• 

  Lojas renner s.a.

  Jun 2019 - Mar 2020

  It specialist

  Service Owner delivering IT services for +500 stores including global operations in Brazil, Uruguay and China;Product Owner for I&O products (Digital support, next-gen services) transforming traditional approach using agile methodology;Define Chatbot strategy for Global Service Desk operations;ServiceNow implementation leader;Azure DevOps champion to manage products;

• 

  Aoop

  Mar 2020 - Jul 2022

  Implementation leader for +40 Servicenow professionals.Managing Servicenow Center of Excellence for the greatest brewery in the world - Ambev.Design, Plan, Build and Deliver applications in App Engine to accelerate digital transformation.Manage ITSM, CSM and ITBM applications for +50k users in 6 countries and 3 languages.Certificated Instructor delivering training for new Servicenow professionals, partners and clients. ServiceNow Tech lead - Automation, Digitalization & Modernization of Business Applications.Dedicated to ambev (SAZ - South America Zone).Responsible for solution design and architectural model for Business Service Centre's automation initiatives using ServiceNow.Member of Architecture Review Board (ARB).Responsible for ServiceNow's support team.

  • ServiceNow Delivery Manager

    Jun 2021 - Jul 2022

  • ServiceNow Engagement Manager

    Feb 2021 - Jun 2021

  • ServiceNow Tech Lead

    Mar 2020 - Feb 2021
• 

  Aoop latam

  Jul 2022 - Aug 2023

  Director, head of operations

  Servicenow Architecture and Pre-Sales role for strategic accounts in Americas region. Advisory, roadmap construction, gap analysis for new implementations and customer outcomes. Running operations team to deliver highly valuable solutions on ServiceNow platform.Trainer and best practices custodian.

• 

  Plat4mation

  Sept 2023 - Jul 2024

  Servicenow consulting specialist

  Based in The Netherlands, Belgium, Germany, Switzerland, US, and India, Plat4mation is a boutique ServiceNow partner dedicated to delivering world-class ServiceNow products and services.About my role:Trusted advisor to help organizations scope the nature of specific problems they are facing and to find the best ServiceNow solution;Define technical solutions for OTTB implementations;Help customers understand ServiceNow capabilities and define expansion roadmaps based on value.Achievements / Projects:Pre-sales for ServiceNow solutions (Workplace Services, GRC, GBS, HAM/SAM, Custom apps);Implementation of Case Management, Indoor Mapping, Space Management, Employee Center;Developed an Image-to-Solution app featuring Flow Designer + Virtual Agent + GenAI + Mobile flows with great user experience (Hackathon group project); Show less

• 

  Aoop

  Jul 2024 - now

  Servicenow evangelist | head of presales & advisory