Experience

• 

  Ibm

  Jan 2009 - Aug 2021

  - Acting as single point of RCA contact and ticket escalations; - Work directly with the client daily on chat and conference calls; - Responsible for coordinating all RCAs with IBM involvement;- Stand-by coverage for Service Availability Manager escalation during incidents, being responsible for make sure the teams are working on a timely matter to have the Client’s issues resolved as soon as possible and providing an update to the client for these issues during the incident calls;- An integral part of the account planning and delivery support strategy;- Overall responsibility for the delivery, management, and improvement of IT services to support the client's business and meet user needs, using a set of well-defined best practices;- Responsible for leading the development, implementation, sustainability and continuous improvement in IT Service Management processes. Show less

  • Service Availability Manager at IBM

    Apr 2018 - Aug 2021

  • Incident, Problem & Change Manager

    Dec 2016 - Apr 2018

  • Project Manager Assistant

    Aug 2014 - Nov 2016

  • Project Management Office

    Dec 2013 - Nov 2016

  • Service Management Reporting

    May 2012 - Dec 2013

  • Dispatcher Associate

    May 2011 - Apr 2012

  • Shift Leader Backup

    Jan 2010 - Apr 2011

  • First Level Support for Intel/Unix servers

    Jan 2009 - Sept 2010
• 

  Aecomp - escola de profissões

  Feb 2014 - Apr 2014

  English teacher

  English classes for groups. Basic and intermediate levels.

• 

  Kyndryl

  Sept 2021 - now

  - Support and Coordinate Cross-Functional teams;- Squad Lead;- Coordinate the Service Management for Incident, Problem, and Change; Service Request, and Configuration Management Processes; - Focusing on mitigation of impact and incident resolution;- Acting as a single point of RCA contact and ticket escalations; - Work directly with the client daily on chat and conference calls; - Responsible for coordinating all RCAs with Kyndryl involvement;- Make sure the teams are working on a timely matter to have the Client’s issues resolved as soon as possible and provide an update to the client for these issues during the incident calls;- An integral part of the account planning and delivery support strategy;- Overall responsibility for the delivery, management, and improvement of IT services to support the client's business and meet user needs, using a set of well-defined best practices;- Responsible for leading the development, implementation, sustainability, and continuous improvement of IT Service Management processes. Show less

  • Iteration Manager

    Jun 2023 - now

  • Service Availability Manager

    Sept 2021 - Jun 2023