Alexandre Pinto De Oliveira

Experience

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  Fiat do Brasil - Divisão Fiat Services

  Jan 1996 - Dec 1997

  IT Programmer Jr

  Programming in Cobol

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  Banca Commerciale Italiana

  Jan 1998 - Dec 1999

  IT Developer

  Programming in COBOL. I also had the role as Support team manager and the role of Local IT for all users of our branch.Besides that, I was also Host, greeting our customers, opening accounts, scanning signatures, filling out leasing contracts, creating orders for stock exchange & investments.

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  Banco Espirito Santo de Investimento SA

  May 2000 - May 2002

  IT Developer

  In charge of creating specific reports for the Insolvent Customers Department. Accurate information was provided every day on those customers via different tools, reports and interfaces to all managers on the work floor. I developed it on Visual Basic (version 5) using Crystal Reports or via the web (html) and extracting the data from the SQL DB by using SQL Server.I was a member of the security governance team, analysing possible security bridges inside our system. My main activities were to be in contact with several stakeholders to know if they were following the policies, double check with our system configuration to see if those were implemented accordingly and that the local law for each country was applied. If there were problems, changes were made to have the security not compromised by any external threat. Show less

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  Master Computer Lisbon

  May 2002 - Oct 2002

  IT Teacher

  As IT Teacher I was teaching different topics/subjects at private school such as: Cobol, Clipper 5, Visual Basic (version 5 and 6), Crystal Reports, FoxPro 2.6a, Delphi (only Borland period), C and C++. Also Microsoft Office package were included in few packages for specific target groups.Most of the students were university students who needed help to understand how to program.Besides teaching I was in charge of creating the exercises, correcting them and perform exams, correction and individual evaluation of each student to be given to the student and sent out to the Ministry of Education. Show less

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  EDS

  Sept 2004 - Jan 2005

  Helpdesk Agent

  As Support Technician Helpdesk I was responsible to give the end-user the support that is agreed upon. Mainly I was taking calls from our customers such as Solvay, SAP, SKF, EDS University, Opel (both office and factory users) assisting them on how to sort out issues with web based applications & mainframe and password resets for different environments. Calls were always answered on the language of the end user and this could be Italian, Spanish, Portuguese and English.

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  Volvo IT

  Jun 2012 - Jul 2012

  Delivery Coordinator (Trainee)

  As Junior Delivery Coordinator I was handling small requests for Germany, UK, Belgium and everything under supervisor of a mentor.I started building up my relationship with the customers, requesters and technical teams. Mainly tasks execute were:- Responsible for a professional relationship with delivery request stakeholders.- Partial accountability for carrying out I&O service deliveries according to agreed cost, quality and time commitments, including the proposal phase for pre-defined products/services.- Creation of proposals for new customers or services in a proposal team.- Responsible for planning, organizing, reporting and following up the request in accordance with the agreed expectations. Show less

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  Volvo Group

  Jun 2013 - now

  IT Business Analyst has an upstream focus rather than implementation focus. IT Business Analyst will be involved in one or several of following activities: Stakeholder requirements needs, end user studies, process definitions, pre-studies, modelling and design ideation to find the optimal solution and requirement management of Process & IT solutions. BA must also have a good understanding of the business goals and stakeholder needs when working with a service or solution. In the initial steps of professional development, the BAP works under supervision with a senior colleague and then slowly expands their area to an application process knowledge and finally to the end to end business process knowledge. Show less As Delivery Coordinator requests (which can include both an internal proposal and a delivery phase) for infrastructure deliveries. These assignments are characterized by their limitation in time and cost and have a defined scope.I had the full accountability for carrying out I&O service deliveries according to agreed cost, quality and time commitments, including the proposal phase for pre-defined products/services.Also the following were part of my daily routine:- Key responsibilities Responsible for a professional relationship with delivery request stakeholders.- Assist and verify proposals for new customers or services in a proposal team.- Responsible for the proposal content (not profitability nor sales price) and for planning, organizing, reporting and following up the request in accordance with the agreed expectations. Also coordinating the technical teams and assigning tasks to technicians, reporting the plans, deviations and results during the life-cycle of the request to the internal requester and within the line organization.Follow the requirements concerning Information Security described in Volvo Security Handbook. Show less As Business Complaint Analyst I received complaints from all kinds originating from requests (one time requests, run time) or issues both one-time and run-time that were not good solved/resolved or with long lead times.As part of my daily routine the following tasks were:- Validates complaints and improvement suggestions received.- Makes sure a Complaint Owner is assigned to accepted issues Monitors and reports on progress of accepted issues via a handshake agreement.- Assist the Complaint Owner in resolution of the issues. (following the RACI model)- Monitors the quality of the handling of the issues.- Escalates issues of underperformance.- Provides facilitation in root-cause analyses when needed (= expert in how to do this)- For all issues: - Monitors and escalates 'patterns' in issues - Responsibilities & Powers - Authorized to assign an issue to a Complaint Owner in cooperation with Unit SOE Managers.- Risk analysis following the RACI-model. Show less As Support Team Manager is a support role that is responsible for a Support Team(ST) within the Handle Incidents, Handle Problems and Handle Questions processes.I was responsible for the daily support of a team of 4 members for the Latin market (Italy, Spain) but later one we got extra countries to support such as UK & Ireland, Norway and Finland for specific applications.Besides support the team on solving their tickets I was responsible for the daily work, planning, sorting out daily issues, following up cases that were too long open. I also had regular meetings with the Support team to create fix to solve the recurrent issues.Also were part of my responsibilities:- Perform handshakes with applicable ST’s. More information about handshaking can be found in the document ‘Guidelines for ST handshaking’.- Action Owner for queued Incidents, Problems and Questions, e.g. not yet accepted and assigned.- Perform handshakes with applicable ST’s. More information about handshaking can be found in the document ‘Guidelines for ST handshaking’.- Responsible for the “day to day” Ownership of Incidents for his/her Support team (please refer to Incident Ownership).- Responsible for the team to follow applicable OLA.- Follow up and analyze the ST performance and take actions for improvements.- Define action plan to maintain and/or achieve the service levels.- Follow up and analyze the quality of products the ST is responsible for and identify appropriate actions to correct quality problems. Show less As Support Technician I was responsible to give the end-user the support that is agreed upon. Mainly I was taking calls from our dealers abroad (Italy, Spain, Portugal, Norway, UK & Ireland and Finland) to assist them on how to sort out issues with web based applications & mainframe. Calls were always answered on the language of the end user and this could be Italian, Spanish, Portuguese and English.I also provided internal training to new members in Italian, Spanish or English and to our dealer network in Italian and Spanish. Few times a year I did a roll out together with our local Market contacts to visit the dealers and work with them to improve the customer satisfaction and also knowledge.Once a year I was the spokesperson for our team at 2 days’ conference held in Madrid for our Spanish dealer network. The presentation for that event was also create by me and tried out on site to see if the content was good enough to be presented.- Also part of my daily routine were:- Contribute to the achievement of targets agreed with the customer and act as action owner of the cases created by the team.- Register all incoming cases in provided Case Management Tool.- Perform escalation and follow-up of cases to groups outside 1st Line Support when needed.- Act as Case Owner for all created cases and ensure proper closure routines.- Utilize and contribute to Volvo IT’s Knowledge Management System.- Provide information to end-users in the event of operational disturbances.- Support 2nd and 3rd Line Teams with Problem Identification and Resolution.- Follow Volvo IT’s quality assurance system.- Ensure the expected level of competence in the utilized Business Processes and tools (Case Management Systems, Telephony Call Center Tools, Administration Tools, etc.) Show less As Junior Delivery Coordinator I was handling small requests for Germany, UK, Belgium and everything under supervisor of a mentor.I started building up my relationship with the customers, requesters and technical teams. Mainly tasks execute were:- Responsible for a professional relationship with delivery request stakeholders.- Partial accountability for carrying out I&O service deliveries according to agreed cost, quality and time commitments, including the proposal phase for pre-defined products/services.- Creation of proposals for new customers or services in a proposal team.- Responsible for planning, organizing, reporting and following up the request in accordance with the agreed expectations. Show less

  • Digital Product Owner

    Jun 2023 - now

  • Solution Leader Professional

    Apr 2022 - Jul 2023

  • IT Project Manager

    Apr 2019 - Mar 2023

  • IT Business Analist

    Jul 2016 - May 2019

  • IT Delivery Coordinator

    Oct 2013 - Dec 2016

  • Business Analyst Customer Complaints (EMEA)

    Aug 2012 - Dec 2015

  • Support Team Manager

    Jan 2007 - Oct 2013

  • Support Technician

    Jan 2005 - Oct 2013

  • Delivery Coordinator (Temporary)

    Jun 2013 - Sept 2013