(PH) Paulo Henrique S. Santos

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.