Fabricio Sanches

Experience

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  Asuris

  Jan 2012 - Jan 2013

  Trilingual IT Support Analyst (DXC Technology)

  Incident management with experience in resolving incidents with high impact (Major) and urgency, from identification to closure. Restoration of service operation to normal as soon as possible. Creating and updating incident templates for new or changed procedures. Functional call escalation to Level II or Level III on international accounts in English, Spanish and Portuguese languages. Hierarchical call escalation with IT management level notification for faster incident resolution. Support for processes that have relationships with incident management, as well as:Communication of resolved incidents, root cause analysis and new workarounds (Workaround) for creating or updating known errors (EC) in the known errors database (BDEC) of the problem management process.Proactive assessment of the impact of an incident through the analysis of components associated with a service performed through the configuration management system (CMS) belonging to the configuration management process.Opening a change request (RDM) for the implementation of a workaround or definitive solution through the interface with the change management process.Performance monitoring request to find workarounds in the capacity management process.Communicating incident data to the availability management process to determine availability of services.Provision of reports to service level management (GNS) for comparison with targets set by the GNS.Event Management through an active or passive monitoring tool, determining the appropriate control action for an informative (Info), Warning (Warn) or exception (Error) event, opening an incident when necessary or forwarding it to the responsible technical area. Show less

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  Autônomo PJ

  Jan 2014 - Sept 2018

  IT Consultant

  Expertise in Incident, Problem and Event Management. Remote Support through Bomgar and Team Viewer tools, always in accordance with the SLA, OLA and UC in Multiple Worldwide Accounts in Portuguese, Spanish and English.Categorization of priorities, impact and urgency of incidents, events and problems. Incident resolution with high impact and urgency until closure.Expertise in new and changed service projects.Team Leadership in support of International accounts in a Trilingual environment. Support to the Requisition fulfillment process. Handling change requests, service requests, managing incidents, events and problems proactively. Management of Active Directory (AD), SAP (Netweaver) Identity Management and Oracle Identity Management.Migration and Update for Windows, Unix, Linux and Mainframes Platforms (AS/400 and TN 3270).Application and Server Management IBM Notes, MS Exchange Server, MS Windows Server, Share Point Server, Windows Server Virtualization (Hyper-V), SAP Netweaver, BMC Remedy IT Management Suite, Avaya CMS SUpervisor, Citrix Server, Oracle 11g, Microsoft SQL Server, MY SQL Server.Escalation of Callings to Level II or Level III in English, Spanish and Portuguese Languages.Management of Metrics and KPIs through ITSM Platforms such as BMC Remedy and ZenDesk, integrating with data from Avaya CMS supervisor to create reports and forecasts in excel and vba for future resource demands in the schedule of IT analysts for the service desk, management of scales and time sheets at flow times. Telephone Answering Procedures in accordance with the Best Practices of the Help Desk Institute (HDI) Brazil and ITIL. Documentation of New or Changed Procedures in the Service Knowledge Management System (SGCS). On-Site Technical Assistance until Incident resolution. Show less

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  Teleperformance Brasil

  Oct 2018 - Jun 2019

  Bilingual IT Supervisor (General Motors)

  Owner of Information and Communication Technology Services (ICT), responsible for supervising a team of bilingual Analysts for a hybrid IT support center, managing with the best practices of customer experience, IVR and E-mail management (Shared Inbox ) both as Inbound and Outbound, offering support to more than 660 dealerships and 5000 corporate users of the largest multinational automaker in the automotive sector.Actively acting in the employee's life cycle in the stages of onboarding, development, retention and termination.Service Design Manager, designing, creating and updating services, processes and procedures.Service Catalog Manager responsible for maintaining the Service Catalog, ensuring that all information within the document is up-to-date and reliable.Service Level Manager, responsible for negotiating Agreements and ensuring they are met, monitoring IT service management processes, operational level agreements and appropriate support contracts for agreed service level targets.Creation of reports and presentations for meetings (Meetings) weekly and monthly with stakeholders, scoring analysis of root cause of incidents, analysis of Interactions, incidents with higher % of demands, % recurrences (Majors), % escalation (Leverage) and % of Impact (High), thus improving the processes, leaving them well defined and their respective documentation (KBAs) to speed up their resolution, prioritization, impact and urgency, reducing the response time for recurring processes.People management using coaching techniques, feedback and SMART goals, thus fulfilling the agreed metrics: TMA, TMO, FCR, % Scaled Incidents (Leverage), Abandon Rate, Service Level, Post-Service Time, % Adherence, ABS .IVR management through Avaya CMS Supervisor.Management of scales, time sheet, forecast and demand planning. Show less

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  Stefanini LATAM

  Oct 2019 - Jun 2020

  Trilingual IT Coordinator for South America (Ferrero Group)

  Trilingual Coordinator for the Implementation and Operation of the Ferrero Group Global Business Account throughout the Southern Cone, increasing adherence, satisfaction and guaranteeing the level of service delivered to the customer after its implementation.Operation Coordinator of Field Services practices, Walk-Up, Asset Management, Incident Management, Change Request, Problem Management, Access Management and Service Request Management of the team of Trilingual Field Analysts in 4 countries simultaneously ( Brazil, Argentina, Colombia and Ecuador), 7 different plants supporting more than 5 thousand corporate users. Acting as a Single Point of Contact for hybrid IT support, managing with best practices. Managing support of all Enterprise Application Systems (EAS): SAP, Sales Force, ITSM (SAP SOLMAN, SERVICE NOW, WEBEX) etc. Show less

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  Techmahindra

  Jan 2023 - May 2024

  Trilingual Service Delivey Manager

  Trilingual Service Delivery Manager for Tech Mahindra's Portfolio of 3 Projects:BASF project manager for Portuguese and Spanish language service desks around the world, which includes 19 countries and several regions, such as South America, Central America, Latin America and Europe. Direct manager of a multicultural team of 65 employees in various roles, such as Support Analysts, Backlog Analysts, Chat Analysts, Subject Matter Experts (SMEs), Ticket Managers, Quality Analysts and Supervisors, Data and WFM Analyst, Monitoring, Tech Trainers, Recruitment and Selection, Infrastructure Team Supervisors (ISD) and Applications (ASD). Improving team adherence and delivering results superior to established goals (SLAs and OLAs) throughout my tenure, avoiding fines and applying best people management practices and frameworks such as ITIL, COBIT, SCRUM, ISO and HDI.Furthermore, at the same time, as Implementation and Operations Manager for the Baker Hughes Project, I led the implementation of a new service desk system for Portuguese, Spanish and English across the American continent. My responsibilities included requirements analysis, tool selection, hiring trilingual support Staff and team training. Conducted meetings with stakeholders to understand their needs and developed detailed implementation plans, ensuring the team was prepared and continuous improvement was implemented to monitor the effectiveness of services post-launch (GO LIVE).I also participated simultaneously in the implementation of the Ambev project.The project involved requirements analysis, tool selection, hiring supervisors and integration with existing systems.Participated in meetings with stakeholders to identify needs and expectations.I participated in the implementation plan, including schedule, resource allocation and risk identification. Show less