A graduate in IT Engineering with an MBA in IT Support Management and Project Management, the emphasis is placed on IT Service Management, IT Operations, and IT Infrastructure. With over 15 years of professional experience, there is demonstrated expertise in managing multi-disciplinary IT support teams, initially developed in renowned data centers, and has successfully built high-performance support teams across LATAM, NA, and EMEA regions under the Follow the Sun model while meeting demanding SLAs.Fluency in English, Spanish, and Portuguese underscores the capacity to manage global IT support operations effectively, excelling as a Major Incident Manager with exceptional customer relationship management aimed at continuously improving support services based on client feedback. Developed and implemented critical IT governance processes and tools, showcasing extensive experience since 2009 in handling global remote teams and managing complex international environments.In a recent role as Regional Manager for Incident, Problem, and Change Management (IPCM) for NA and South LATAM, responsibilities included overseeing incident management and solving critical issues according to global protocols. Previous experience includes serving as IT Operations Manager, responsible for overseeing infrastructure operations and ensuring SLA compliance within specific industrial sectors.The expertise extends to advanced knowledge in cloud computing platforms such as AWS, Oracle Cloud, Azure; big data; Data Center Cloud Infrastructure; with proficiency in various systems and tools including Linux, Windows Server, Hyper-V, VMware, Citrix XenApp, Citrix XenDesktop, HTML, JavaScript, Kubernetes, Dynatrace, Zabbix, Nagios, SAP ECC, SAP HANA, ERP, TOTVS Data Sul, Zendesk, Protheus, Salesforce, Oracle CRM, Power BI, ServiceNow, Remedy, Halo ITSM, and HP Service Manager.Based in São Paulo’s Bela Vista neighborhood, offers extensive availability for travel, positioning for extensive professional engagement both locally and internationally.
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