Rodrigo H.

Engineering Manager

Possesses 18 years of experience in leading teams across Project Management, Support, Service Desk, Call Center, Field Service, Infrastructure, Data Center, Software Factory, and Project Office domains. Demonstrates proficiency in Incident Management with an emphasis on High Availability and Critical Missions. Proven expertise in structuring and coordinating High-Performance teams through role definition, training programs including Coach Talks, technical evaluations, work schedule development, on-call services, and contingency planning. Skilled in developing and implementing Performance Indicators (KPIs) and adept in IT Project Management using PMI/PMBOK standards, encompassing all project phases such as Scope Definition, Implementation Planning, Scheduling, Kick-off meetings, Status Reporting, Risk Mapping, and Cost Analysis.

Experience includes Process Mapping and Improvement within IT procedures, alongside People and IT Services Management adhering to ITIL and COBIT frameworks. Responsible for overseeing all Infrastructure operations conforming to ISO 9001, ISO 20.000, and ISO 28.000 standards, ensuring quality and security compliance. Additionally experienced in managing Software Factory operations and System Implementation, including Capacity Planning.

Proficient in Change Management (GMUD), Ticket Management tools (monitoring and report generation), creating Indicator Books, Dashboards, Daily Reports, and Action Plans. Manages Field Services encompassing team coordination, IT assets, fleet management, strategic route planning, technical service reporting tools, spare parts advancement, budgeting, work orders, and guarantees.

Exhibits exceptional negotiation skills with suppliers and maintains regular client feedback sessions. Experienced in both low-performance and high-performance environments. Holds a Bachelor's degree in Computer Engineering from Unisantanna and Data Processing from FATEC-SP, with an MBA in IT Management from Impacta Tecnologia. Plans to pursue a Master's degree (Stricto Sensu) to lecture at universities during evening hours. Recognized for quick learning ability, excellent interpersonal skills, proactive and organized nature, and a commitment to professionalism and competence in all assigned roles.