Experience

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  Solin soluções em informática ltda.

  Jan 2005 - Oct 2005

  End user operations support

  Served as a focal point for first-line technical support, delivering efficient solutions to users in Minas Gerais, Bahia, and Sergipe. My responsibilities included:• Specialized support via User Service Center (CAU), providing technical assistance in: - Operational procedures for store systems - Optimized use of IT tools - Resolution of technical incidents and problems• Proactive management of critical incidents: - Coordination between infrastructure and development teams - Rigorous monitoring of SLAs - Follow-up and enforcement of deadlines and solutions• Detailed documentation of all support interactions using cutting-edge tools: - HP Open View - AR RemedyResults: Contributed to continuous improvement of customer support, increasing operational efficiency and end-user satisfaction. Show less

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  Sonda

  Nov 2005 - Jul 2007

  Support analyst

  Served as a focal point for first-line technical support, delivering efficient solutions to users in Minas Gerais and Amazonia. My key responsibilities included:• Multi-channel technical support: - Assistance via phone calls - Resolution of tickets through intranet - Operation of help desk center• Specialized assistance in: - Operational procedures for store systems - Optimized use of IT tools - Resolution of technical incidents and problems• Proactive management of critical incidents: - Coordination between infrastructure and development teams - Rigorous monitoring of SLAs - Follow-up and enforcement of deadlines and solutions• Detailed documentation: - Meticulous recording of all support interactions using Lotus Notes - Maintenance of knowledge base for future referenceResults: Contributed to continuous improvement of customer support, increasing operational efficiency and end-user satisfaction in two strategic regions of Brazil. Show less

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  Solin soluções em informática ltda.

  Sept 2007 - Apr 2008

  Service desk coordinator

  Led the first-level support team, covering the strategic regions of Minas Gerais, Bahia, and Sergipe. My responsibilities included:## Team and Performance Management• Supervision and development of technical support analysts• Implementation of continuous training programs• Monitoring and optimization of service quality• Analysis of KPIs and development of strategies for performance improvement## Reporting and Strategic Analysis• Preparation and presentation of daily and monthly reports to IT leadership• Proactive identification of deviations in service levels• Development and implementation of solutions to enhance operational efficiency## Human Resources Management• Close collaboration with the HR department• Management of work schedules and time control• Planning and approval of vacation time• Administration of financial and administrative requests from the team## Achievements• Significant increase in customer satisfaction and operational efficiency• Reduction in average ticket resolution time• Continuous improvement in service quality indicatorsActed as a crucial bridge between the support team, IT leadership, and human resources, ensuring strategic alignment and operational excellence in one of Brazil's largest telecommunications operators. Show less

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  Sonda

  Sept 2008 - Dec 2009

  Service desk coordinator / systems consultant

  ## Leadership in Outsourcing Transition• Successfully managed the transition of the outsourcing contract to Sonda, ensuring operational continuity.• Provided critical information to adapt the operation to the new format, minimizing disruptions.• Conducted in-person presentations on support operations in Minas Gerais, Bahia, and Sergipe.• Collaborated with analysts to map regional processes, services, and activities.• Trained national support leadership on the particularities of the Tim Brasil client.• Prepared detailed weekly reports and shared client feedback with management.## Systems Consultant - Gestor Web TIM (GWT)• Offered specialized support to Tim Brasil clients in using the GWT system.• Resolved complex queries and solved technical issues, increasing operational efficiency.• Delivered comprehensive in-person training on GWT functionality and best practices.• Acted as a key facilitator, addressing reported problems and managing client dissatisfaction.## Achievements• Smooth transition with minimal service interruption.• Significant increase in customer satisfaction and effective adoption of the GWT system.• Improved understanding of regional needs by the national team.• Reduction in problem resolution time and increased productivity of GWT users.This experience demonstrated my ability to lead complex changes, ensure operational continuity, and promote excellence in customer service in a high-level telecommunications environment, as well as my expertise in systems and training. Show less

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  Softcorp

  Apr 2010 - Oct 2012

  Infrastructure and support analyst

  Ferrous Resources do Brazil and Egesa Engenharia Ltda. customers. • Efficient resolution of IT service requests and complex incidents not solved by the remote level 1 team, ensuring high system availability.• Detailed problem analysis and reporting, closely collaborating with the local infrastructure team in implementing changes and improvements.• Daily execution of data center asset availability and capacity checklist, ensuring the integrity and performance of critical infrastructure.• Advanced network management, including DNS, DHCP, AD, FS, Firewall, VPN, and TCP/IP, optimizing network infrastructure security and efficiency.• Strategic vendor coordination, overseeing payments, deliveries, and returns of leased assets, as well as outsourced services.• Implementation of an effective IT asset inventory management and organization system, ensuring resource availability and minimizing downtime. Show less

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  Construtora barbosa mello

  Mar 2013 - Sept 2013

  It technician

  • Efficient resolution of IT service requests and complex incidents not solved by the remote level 1 team, ensuring high system availability.• Detailed problem analysis and reporting, closely collaborating with the local infrastructure team in implementing changes and improvements.• Daily execution of data center asset availability and capacity checklist, ensuring the integrity and performance of critical infrastructure.• Advanced network management, including DNS, DHCP, AD, FS, Firewall, VPN, and TCP/IP, optimizing network infrastructure security and efficiency.• Strategic vendor coordination, overseeing payments, deliveries, and returns of leased assets, as well as outsourced services.• Implementation of an effective IT asset inventory management and organization system, ensuring resource availability and minimizing downtime. Show less

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  Egesa engenharia s.a.

  Sept 2013 - Jan 2015

  It technician

  • Efficient resolution of IT service requests and complex incidents not solved by the remote level 1 team, ensuring high system availability.• Detailed problem analysis and reporting, closely collaborating with the local infrastructure team in implementing changes and improvements.• Daily execution of data center asset availability and capacity checklist, ensuring the integrity and performance of critical infrastructure.• Advanced network management, including DNS, DHCP, AD, FS, Firewall, VPN, and TCP/IP, optimizing network infrastructure security and efficiency.• Strategic vendor coordination, overseeing payments, deliveries, and returns of leased assets, as well as outsourced services.• Implementation of an effective IT asset inventory management and organization system, ensuring resource availability and minimizing downtime. Show less

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  Elbi elétrica industrial ltda

  Jan 2015 - Dec 2015

  Infrastructure and support analyst

  • Led the complete infrastructure project for the company's new headquarters, covering from design to implementation, including horizontal mesh and data center, resulting in a modern and efficient infrastructure.• Implemented an IT service request management system and ITIL processes, increasing operational efficiency by 30% and improving user satisfaction.• Optimized the resolution of IT incidents and requests, reducing average response time by 40% and maintaining SLAs above 95%.• Established 24/7 infrastructure monitoring systems, elevating critical systems availability to 99.9%.• Executed and improved daily data center availability and capacity verification processes, ensuring the integrity and performance of critical infrastructure.• Advanced management of corporate networks, including DNS, DHCP, AD, FS, Firewall, VPN, and TCP/IP, strengthening infrastructure security and efficiency.• Strategically coordinated vendors and outsourced services, optimizing costs by 15% and improving the quality of services provided.• Implemented effective financial management of the IT area, balancing CAPEX and OPEX, resulting in a 20% reduction in annual operating costs.• Developed an IT asset management system, reducing downtime by 25% and ensuring efficient resource availability. Show less

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  Pif paf alimentos

  Dec 2015 - Jun 2017

  It assistant

  • Led the implementation of an IT request management system and ITIL processes, resulting in a 30% increase in operational efficiency and significant improvement in user satisfaction.• Optimized the resolution of IT incidents and requests, reducing average response time by 40% and maintaining SLAs above 95%.• Provided priority and personalized technical support to the executive area and board of directors, ensuring quick responses and effective solutions for critical business issues.• Developed and implemented automation scripts for IT equipment preparation and delivery, reducing delivery time by 50% and increasing team productivity.• Actively collaborated with the infrastructure team in managing servers, networks, and monitoring systems, contributing to a 99.9% system availability.• Implemented documentation and knowledge sharing practices, reducing training time for new team members by 25%. Show less

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  Grupo cimcorp

  Jun 2017 - Aug 2018

  Service desk coordinator

  • Led the transformation of Equatorial's service center customer support team, reversing contract non-renewal and improving service levels by 35% and customer satisfaction by 15%.• Developed and implemented training and operational efficiency strategies, resulting in significant improvement in team performance and client retention.• Managed analysis, sizing, and hiring of human resources for service center operations of high-profile clients, including PRF Brasil, TJMG, TSJ Brasil, LeBiscuit, and Light RJ.• Spearheaded strategic and budgetary planning for Service Desk operations, collaborating directly with project managers to optimize results.• Conducted on-site client visits, strengthening relationships, increasing empathy, and ensuring close monitoring of results and needs.• Implemented process improvements and automations that resulted in a 40% reduction in call demands and 25% in operational costs of Service Desk projects.• Demonstrated ability to reverse critical situations, improve operational efficiency, and reduce costs while maintaining high levels of customer satisfaction and service quality. Show less

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  José luiz caldas - mei

  Aug 2018 - Oct 2023

  Chief technology officer (cto)

  • Led the company's technology strategy, aligning it with business objectives and driving digital innovation across the organization.• Developed and executed the long-term technology roadmap, identifying opportunities for disruption and competitive advantages through technology.• Oversaw all technology operations, including software development, IT infrastructure, cybersecurity, and data management.• Fostered a culture of innovation and technical excellence, promoting the adoption of agile methodologies and DevOps practices.• Spearheaded digital transformation initiatives, implementing emerging technologies such as AI, machine learning, IoT, and blockchain.• Managed the company's technology budget, optimizing investments and ensuring measurable ROI on technology projects.• Established strategic partnerships with technology vendors, startups, and research institutions to accelerate innovation.• Served as the company's technology spokesperson, representing it at conferences, industry events, and media interactions.• Collaborated with the C-suite in defining corporate strategy, ensuring technology was a fundamental pillar of the company's growth and competitiveness.• Led technology talent management, attracting, developing, and retaining high-performing professionals.• Implemented IT governance policies and practices, ensuring regulatory compliance and mitigation of technology risks.• Conducted technology and market trend analysis, anticipating disruptive changes and positioning the company for future success.• Oversaw corporate systems architecture, ensuring scalability, security, and operational efficiency.• Developed and implemented data and AI strategies, leveraging advanced analytics to drive data-based decision-making across the organization. Show less

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  Tierh - tecnologia da informação e engenharia

  Jan 2019 - Sept 2020

  • NOC & Service Desk Coordinator

    Mar 2020 - Sept 2020

  • Analista de Infraestrutura Sênior

    Jan 2019 - Sept 2020
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  Syngenta digital brasil

  Sept 2020 - Dec 2023

  Service hub coordinator

  Transformed customer support structure and processes, achieving significant improvements:• Zendesk Implementation: - Service catalog with custom forms and fields - SLAs, triggers, and automations to optimize workflow - WhatsApp integration for direct customer service• Team and Process Optimization: - Restructuring for increased service effectiveness - Coordination among CS, Product, Engineering, and Third Parties - Management of third-party contracts to handle demand peaks - Creation of gamification activities to motivate the team• Talent Development and Performance Management: - Monitoring of technical and soft skills through individual meetings - Implementation of feedback programs, self-assessment, and career plans - Reduction of onboarding time from 45 to 15 days through knowledge base• Strategic Management: - Annual budget planning and control - Development of management reports for automation and optimization - International expansion of the support model to LATAM, Europe, and USA• Customer Experience Innovation: - Implementation of AI tools to enhance support - Continuous process optimization based on knowledge and technology Show less

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  Syngenta

  Dec 2023 - now

  Project and implementation of the Customer Success strategy for software clients in Europe, based on the five fundamental pillars: • Reduction of the churn rate. • Onboarding process. • Personalization and empathy. • Deadline organization. • Metrics tracking.This strategy integrates advanced practices in service management and governance (ITIL and COBIT), support, and Customer Experience, through a unique framework structured around three main pillars:ENABLEMENT: Training, continuous education, effective communication, and monitoring of updates and the roadmap of commercialized products.SUPPORT: An integrated framework based on best practices in service management, ensuring operational excellence. We support clients as strategic business partners, aiming to implement solutions that deliver the best possible results.CUSTOMER EXPERIENCE: Identifying customer needs, gathering feedback, and developing improvement projects for processes, services, and products, tailored to the maturity level of each client. Show less Transferred from Syngenta Digital Brazil to lead customer support transformation in Europe, applying best practices developed in Latin America.Key Responsibilities and Achievements:• Digital Support Strategy: - Design and implementation of an efficient support model for digital tools in Europe - Management and optimization of Zendesk to improve support quality and customer experience - Definition of service catalogs and SLAs in collaboration with business units in each country• Resource and Budget Management: - Strategic sizing and budget definition for the European support team - Resource optimization to maximize efficiency and ROI• Capability Development: - Leadership of training programs for sales, customer success, and support teams - Focus on technical and soft skills for effective use of digital tools• Visibility and Communication: - Implementation of systems to ensure visibility of support demands to involved areas - Facilitation of cross-functional collaboration for rapid problem resolution• Innovation and Continuous Improvement: - Proposition and leadership of innovation projects using AI, Machine Learning, and emerging technologies - Focus on improving employee and customer experience, as well as reducing operational costs• Strategic Alignment with Business: - Active monitoring of product offerings and roadmap - Proposition of continuous improvements based on customer experience and market trends Show less

  • Customer Success Lead

    Jan 2025 - now

  • Europe Customer Support Manager

    Dec 2023 - Jan 2025