Rodrigo Fiuza

Experience

• 

  Orange Business Services

  Jan 2009 - Dec 2012

  • Accountable for the on-time delivery of all service orders in the assigned local country/ies.• Accountable for order management of all customer solution/service orders from the receipt of valid service requests, to the local handover as per predefined milestones• Perform Order Validation of assigned orders with the local customer• Help define/revise Target Delivery Date (TDD) based on the local customer’s needs/availability• Determine adequate local entry point• Accountable for ordering & management of all local loop requests from the receipt of valid service request, to physical customer delivery in accordance with committed schedules.• Accountable for timely receipt of local loops and associated equipment based on a service/solution order received.• Resolve any ordering related issues with the Carrier or Third Party Vendor• Establish local loop delivery dates in coordination with the overall required customer TDD.• Proactively coordinate, track and manage service & solution components until full delivery of completed service/solution to the customer.• Perform proactive Order Management to ensure the TDD is met on all orders.• Ensure sales/provisioning databases are accurately updated at all times• Initiate action to escalate or expedite implementation issues, as required, to minimize delays in meeting customer committed delivery dates for service• Assess circuit orders optimizing resources (channelized circuits, mux etc…) and cost (reuse of ceased circuits for ex.)• Manage port allocation process based• Place and track & ensure completion of circuit orders with relevant local Carrier and third party vendors• Lead testing of circuit deliveries with Carrier until circuit fully operational• Be the Single Point of Contact for the local customer : provide status and progress reports, manage all related customer relationship management questions with the local customer• Be the main point of contact for the Field engineer during the installation phase Show less • To monitor and evaluate usage and traffic management services• To analyze the operation of customer’s network and to report on Quality of Service• To work on improvement plans with GCSC/CSM/VPO areas to incorporate in the Service Improvement Program as well as address Service Improvement Plan actions internally that have been agreed with CSM• To account for compliance with Service Level Agreements (SLA) and provide feedback to Primary CSM and/or customer directly.• To monitor service performance and track chronic cases and work towards resolution of these chronic cases• To support the CSM by advising planned maintenance and how this would affect the supported customer and proactively inform customer and end-users in advance of any anticipated service interruptions• To maintain the customer documentation fully updated in the orange tools (GCDR, Oceane, Fileade etc)• Ensure customers complains related to reporting and data integrity are managed and resolved in a timely manner• To actively assist in data integrity issues for the assigned customers• To produce the Root cause analysis report for the customer where required and generate customer-facing RCA to be communicated to customers• Primary point of contact within Orange Business Services, for all service reporting issues• Present and discuss reports provided, including measurements against Customer SLAs on Quality, Change, and Performance• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support Show less

  • Local Delivery Management Analyst

    Feb 2011 - Dec 2012

  • Customer Service Analyst

    Jan 2009 - Feb 2011
• 

  Equinix Brasil

  Jan 2013 - Aug 2021

  • Responsible for Audits and Certifications for Brazil, Mexico and Colombiasites• Support certification and audit activities on a Global level for AMER, EMEAand APAC regions• Manage Customer Compliance and Onsite Audit requests• Support Sales team answering RFP questionnaires related to certifications,internal process, facilities and security• Create and Maintain a Knowledge base for Audit and RFP requests• Manage New Certification Implementation Projects• Perform Gap Analysis with/without a consultant support for the certificatescope• Manage Suppliers Contracts for Audit work related• Create, Review and Manage Policies, Procedures and other documentationrelated to certifications scope for audit visits and internal employees use,related to Quality, Information Security and Business Continuity practices• Coordinate Internal and External Audit work with involved business areas andauditors for the following certifications:• ISO 9001:2015• ISO 27001:2013• ISO 22301:2012• PCI DSS 3.2• ISAE3402 / SSAE18 SOC 1 Type II• SOC 2 Type II• SAP Infrastructure Operations Services• ITGC (IT General Controls) - SOX Audit• Manage gaps identified during the audits with business areas for correctiveaction plan• Manage and Implement Improvement Projects over the controls related tocertifications scope• Create, Review and Manage Communication and Training regardingcertification requirements, audits and other related projects that staff should beaware of • Perform Risk Management methodology and mitigation measures• Manage and Perform Routines over the controls related to certificationsscope, such as:• Information Security Management• Access Reviews• KPI's• Comitee Meetings• Manage Team Budget• Responsible for Team Leadership supporting team members development,activities and project management Show less • Responsible for Audits and Certifications for Brazil, Mexico and Colombiasites• Support certification and audit activities on a Global level for AMER, EMEAand APAC regions• Manage Customer Compliance and Onsite Audit requests• Support Sales team answering RFP questionnaires related to certifications,internal process, facilities and security• Create and Maintain a Knowledge base for Audit and RFP requests• Manage New Certification Implementation Projects• Perform Gap Analysis with/without a consultant support for the certificatescope• Manage Suppliers Contracts for Audit work related• Create, Review and Manage Policies, Procedures and other documentationrelated to certifications scope for audit visits and internal employees use,related to Quality, Information Security and Business Continuity practicesPage 1 of 8• Coordinate Internal and External Audit work with involved business areas andauditors for the following certifications:• ISO 9001:2015• ISO 27001:2013• ISO 22301:2012• PCI DSS 3.2• ISAE3402 / SSAE18 SOC 1 Type II• SOC 2 Type II• SAP Infrastructure Operations Services• ITGC (IT General Controls) - SOX Audit• Manage gaps identified during the audits with business areas for correctiveaction plan• Manage and Implement Improvement Projects over the controls related tocertifications scope• Create, Review and Manage Communication and Training regardingcertification requirements, audits and other related projects that staff should beaware of • Perform Risk Management methodology and mitigation measures• Manage and Perform Routines over the controls related to certificationsscope, such as:• Information Security Management• Access Reviews• KPI's• Comitee Meetings• Manage Team Budget• Responsible for Team Leadership supporting team members development,activities and project management Show less • Responsible for Audits and Certifications for Brazil sites• Manage Customer Compliance and Onsite Audit requests• Support Sales team answering RFP questionnaires related to certifications, internal process, facilities and security• Create and Maintain a Knowledge base for Audit and RFP requests• Manage New Certification Implementation Projects• Perform Gap Analysis with/without a consultant support for the certificate scope• Manage Suppliers Contracts for Audit work related• Create, Review and Manage Policies, Procedures and other documentation related to certifications scope for audit visits and internal employees use, related to Quality, Information Security and Business Continuity practices• Coordinate Internal and External Audit work with involved business areas and auditors for the following certifications: • ISO 9001:2015 • ISO 27001:2013 • ISO 22301:2012 • PCI DSS 3.2 • ISAE3402 / SSAE18 SOC 1 Type II • SOC 2 Type II • SAP Infrastructure Operations Services • ITGC (IT General Controls) - SOX Audit• Manage gaps identified during the audits with business areas for corrective action plan• Manage and Implement Improvement Projects over the controls related to certifications scope• Create, Review and Manage Communication and Training regarding certification requirements, audits and other related projects that staff should be aware of • Perform Risk Management methodology and mitigation measures• Manage and Perform Routines over the controls related to certifications scope, such as: • Information Security Management • Access Reviews • KPI's • Comitee Meetings• Manage Team Budget• Responsible for Team Leadership supporting team members development, activities and project management Show less • Responsible for Audits and Certifications for Brazil sites• Manage Customer Compliance and Onsite Audit requests• Support Sales team answering RFP questionnaires related to certifications, internal process, facilities and security• Create and Maintain a Knowledge base for Audit and RFP requests• Manage New Certification Implementation Projects• Perform Gap Analysis with/without a consultant support for the certificate scope• Manage Suppliers Contracts for Audit work related• Create, Review and Manage Policies, Procedures and other documentation related to certifications scope for audit visits and internal employees use, related to Quality, Information Security and Business Continuity practices• Coordinate Internal and External Audit work with involved business areas and auditors for the following certifications: • ISO 9001:2015 • ISO 27001:2013 • ISO 22301:2012 • PCI DSS 3.2 • ISAE3402 / SSAE18 SOC 1 Type II • SOC 2 Type II • SAP Infrastructure Operations Services • ITGC (IT General Controls) - SOX Audit• Manage gaps identified during the audits with business areas for corrective action plan• Manage and Implement Improvement Projects over the controls related to certifications scope• Create, Review and Manage Communication and Training regarding certification requirements, audits and other related projects that staff should be aware of • Perform Risk Management methodology and mitigation measures• Manage and Perform Routines over the controls related to certifications scope, such as: • Information Security Management • Access Reviews • KPI's • Comitee Meetings Show less

  • Manager, Operations Compliance

    Apr 2019 - Aug 2021

  • Assistant Security & Compliance Manager

    Nov 2017 - Mar 2019

  • Senior Process Analyst

    Oct 2015 - Nov 2017

  • Process Analyst

    Apr 2014 - Oct 2015

  • Junior Process Analyst

    Jan 2013 - Apr 2014
• 

  Amazon Web Services (AWS)

  Sept 2021 - now

  Manager, Audit Services

  • Responsible for technical security design, compliance consulting, or advisory work in support of a highly technical environment.• Manage technical compliance frameworks / programs, such as NIST, ISO, PCI, HITRUST, GNS Portugal, etc.• Responsible for managing LATAM and global IT regulations and supporting audit standards and frameworks.• Manage third- and fourth-party risk management programs.• Managing, performing, and/or overseeing AMER IT self-assessments or customer audits, and the respective gap remediation.• Responsible for responding to, and driving action from, regulatory findings.• Manage IT program or project management, IT auditing, and/or control framework development and implementation.• Maintain program strategy, end to end delivery, and communicating results to senior leadership.• Implement mechanisms to drive process improvement and efficiency across audit teams and various stakeholders in the company Show less