Bruno Serrano

Experience

• 

  Wittel Comunicações

  Jun 2009 - Dec 2010

  IT Trainee

  Implement Projects, Preventive and Corrective Maintenance, Help Desk level 1 support, Technical Support.

• 

  Sonda Procwork

  Jan 2011 - Oct 2011

  Responsible for internal Service Desk results to the Business forBrazil Nestlé Employees. Support to all Front Analysts duringthe calls guiding technical and processual questions.Responsible for daily KPIs and Measures collaborating withService Desk Nestlé coordination.• Responsible for high priority tickets handling;• Shift Schedule for the Analysts;• Constructive feedback and One2One for the Analysts;• Management Reporting related to 1st level operation (mainlylinked with Performance and Productivity using BW SAP);• Guidance and Control for the operations based on results. Show less

  • IT Support Supervisor

    Jul 2011 - Oct 2011

  • Senior Technical Support Analyst

    Jan 2011 - Jun 2011
• 

  Nestlé

  Nov 2011 - Aug 2022

  Responsible to deliver business needs using innovative andexternal trends applications to optimize and bring efficiency inall levels of Nestlé Company in a global perspective.• Coordination of 3 direct reports plus 4 dot lined reports;• Vendor Management for sustain and development activitieswith TechM India.• Responsible to idealizing, prototyping and implementingsolutions for end-users;• Work close to High Management for future ideas;• Disseminate Compliance and Security guidelines/mindsetthru all organization including own applications;• Guarantee applications availability and load balancerstrategy;• Problem Solving techniques with Vendor and with ownedapplications;• Create future roadmap within Service Management team;• Create plans for Analyst and Intern development insideorganization;• Practice weekly Coaching & Feedbacks within the team. Show less Responsible to coordinate a sustain team with 3 developers forapplications maintenance and new application developmentsfor Nestlé employees using Microsoft products. Responsible tosupport and manage Contact Center (Genesys) application forNestlé Service Desks and Call Centers located in Argentina andCentral America.• Direct contact with Business regarding new enhancementsand new applications/opportunities;• Responsible to guarantee and disseminate technical bestpractices inside the team including Compliance and Security guidelines.• Train and Develop resources using Coaching & Feedback.• Pillar Member of ‘Goal Alignment” for Service Managementarea acting in standard routines, daily operational reviews,metrics, global objectives cascade;• Leading Projects using six sigma methodology and acting ascoacher.• Interview and hiring for System Analysts in software development. Show less Technical Coordination focused on Infrastructure and SAP,working with Windows, Office, SAP and other systems. Co-responsible for 5 members team between São Paulo andSantiago-Chile. Main focus on Project Implementation, NewService Desk scopes and continuous improvement.• Knowledge Sharing from SAP teams and implementation ofservice support on Service Desk;• Action Plans creation for issues regarding front support;• Interview and hiring of Service Desk Analysts 1st level;• People development specially to Service Desk Analysts andInterns using trainings and coaching / feedback;• Responsible for Service Desk metrics to optimize and enhance operation focusing on end-user experience. Show less

  • Request Management Tech Lead

    Feb 2021 - Aug 2022

  • System Specialist

    Jan 2016 - Aug 2021

  • Senior Information System Analyst

    Mar 2014 - Dec 2015

  • IT System Analyst

    Nov 2011 - Mar 2014
• 

  Nestlé

  Jul 2023 - now

  Enable business growth and IT results thru a revamped and modernized Incident Management using latest technologies, people and innovations.

  • Global Product Manager | ITSM - IT Service Excellence

    Oct 2024 - now

  • Incident Management Product Owner

    Jul 2023 - Nov 2024