(PH) Paulo Henrique S. Santos

(PH) Paulo Henrique S. Santos

Technical Support Analyst

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location of (PH) Paulo Henrique S. SantosCampinas, São Paulo, Brazil

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  • Timeline

  • About me

    Project Manager at CI&T

  • Education

    • IPEP University

      2005 - 2009
      Computer Science Information Technology
    • Colégio Politécnico Bento Quirino

      2001 - 2002
      Technical School Telecommunications Technology/Technician
    • Fundação Getulio Vargas / FGV

      2012 - 2013
      Master of Business Administration (MBA) IT Strategy Management
  • Experience

    • CPFL

      Jan 2005 - Aug 2005
      Technical Support Analyst

      Responsible for on-site and remote support for systems, hardware, and printers within the company's engineering department.

    • IBM

      Aug 2005 - Feb 2014
      Technical Support Coordinator

      Coordinated a global system operations team across Spain, Brazil, The United States, and Malaysia, focusing on incident management process supporting the Supply Chain division.

    • 2014 FIFA World Cup Organising Committee Brazil

      Apr 2014 - Jul 2014
      System Manager

      Responsible for managing the deployment of the electronic access operation in the São Paulo Venue during the FIFA World Cup 2014

    • Organising Committee for the Rio 2016™ Olympic and Paralympic Games

      Jan 2016 - Sept 2016
      Venue Technology Manager

      Oversaw the planning and deployment of IT infrastructure, including servers, networks, and telecom, for the São Paulo Venue during the Rio 2016 Olympic Games.

    • IDEMIA

      Mar 2017 - Mar 2019
      Development and Operations Lead

      Managed development and support teams for payment card production, overseeing service quality and KPIs.

    • CI&T

      Nov 2020 - now
      Incident Manager Lead

      Responsible for managing a global crisis management team, comprising members based in Brazil, Portugal, China, and India, implementing a 'follow-the-sun' strategy to support 22 countries on a global customer platform. Accountable for service quality and KPI maintenance as well as the career development of the team members.

  • Licenses & Certifications

    • COBIT Foundation Certified

      ISACA
    • PSM I

      Scrum.org
      Jun 2015
    • ITIL® v3 Foundations Certified

      ItSM Solutions LLC
    • Oracle Database 11g Administrator Certified Associate

      Oracle