Fernando C.

Gestor de Tecnologia e Serviços da Informação @ Clube Alto dos Pinheiros

About

Professional with more than twenty years working essentially with Service Desk Management with ITIL Library and LEAN concepts. High Degree in IT and Management Information System MIS Technet IBM and MCDST - Microsoft APS - HP 01/02/2022 - 20/07/2022 Tech Lead at C6 Bank -> Coach for 2nd Level and NOC TEAMs -> Above 99% SLA delivered in Q1 -> Human Development 05/02/2021 - 20/01/2022 Operational Coordinator at IT UNIVERSE -> Coach for N1,N2,N3 and NOC teams -> Relationship with Customers (CX) -> Operational Books -> Report to Board IT Director -> Delivered 93,8% SLA annual result 03/06/2019 up to 02/03/2020 - IT Unity Service Desk Manager at Atento. -> ITIL methodologies and IT trainning capacitation; -> SLA / SLO control; -> Team Leader and IT Coach; -> Action Plans based on DMAIC PDCA; -> Customer Relationship; -> IT Projects 01/07/2017 up to 02/02/2019 - IT Service Desk Manager at SAVE. -> SLA control; -> Prospect; -> Contracts and Process Review. -> SLA Action Plans. 08/01/2014 up to 01/07/2017 -IT Coordinator at SAVE -> WFM Control; -> Sizing, Planning and Team Training in ITIL methodologies; -> Coaching; -> Reports and presentations to Board Directory; -> Statistics, Action Plans based on ITIL/PDCA/DMAIC. 2012 up to 2014 Local Counselor at Living in Brazil -Using my english and spanish language I receive an invite to became a new Local Counselor at Living in Brazil. International Relationship Management / Training and Development. 01/01/2011 to 10/31/2012 - In the year 2011, I left Sitel-HP invited by Alessandro Camacho, Customer Manager at SPYSAT to give a Consulting of ASP to make a rengineering systems. After this period with more than three thousand pages and documented scripts, I became a IT Manager and with my DHO know-how obtained in SITEl-HP,I accumulated Organizational Development Manager. 2006-2010- The best results gained as It Analyst was recognized by the DHO Manager. In 2006 I was recieved a title -> Trainning and Develepment Analyst to teach the best practices to new suport agents. I gave about 38K hours comproved by HP in 4 years. And I´ll be eternally gratefully to HP and Sitel about these period. Awards: 2004,2005- Best Analyst of Americas in Hewlett Packard winning Gold Globe and with APS certification Sitel - Eight times, Reach for the Stars Awards from Sitel Company.

Country

Brazil

City

Barueri

Industry

Sports

Skill

Gestão, Microsoft Excel, MYSQL, Análise, Gerenciamento de serviços de TI, Terceirização de serviços, Gestão de relação de clientes, IT Service Management, Outsourcing, Technical Training, Prestação de serviços, PDCA, 5S, Kaizen, Learning Management, Hands-on Training, Kanban, Web Development, ITIL Foundations, Metodologia DMAIC

Experience

Gestor de Tecnologia e Serviços da Informação

Clube Alto dos Pinheiros

2022-10 - Present · 4 yrs

São Paulo,São Paulo Brasil

Tech Lead - IT Operations

C6 Bank

2022-2 - 2022-9 · 8 mos

São Paulo, Brasil

● Reuniões diárias com os Coordenadores de outras áreas. ● Apresentação de Action Plan e Contratação de metas. ● Treinamento dos analistas (Soft & Tech Skills) ● Controle de Escala dos analistas e ajuste de ponto. ● Reuniões promovidas por mim sobre KAIZEN para Operações com planos e ideias para melhoria contínua. ● Contato com parceiros do banco. ● Coordenação de equipes.

Coordenador de operações

IT Universe

2021-2 - 2022-2 · 1 yr 1 mo

Osasco, São Paulo, Brasil

30 analistas entre N1,N2, N3, Telecom e NOC. ● Planejamento estratégico com IT Board Director. ● Reuniões periódicas com os Coordenadores do Cliente. ● Apresentação de Action Plan e Book Operacional Mensal; ● Treinamento dos analistas (Soft & Tech Skills) ● Controle de Escala dos analistas e ajuste de ponto. ● Reuniões promovidas por mim sobre KAIZEN para Operações com planos e ideias para melhoria contínua das Operações. ● Coordenação de Canais e Parceiros; ● Sistema de Gestão GPD - Prof. Falconi.

Gestor de Tecnologia da Informação

Atento

2019-6 - 2020-3 · 10 mos

São Paulo, São Paulo

Senior Management Information System

PARLA! Contact Center

2018-7 - 2019-2 · 8 mos

Barueri, São Paulo

# Criação de Painéis e Dashboards; # Relatórios diversos; # Orientação compartilhada à equipe de Planejamento.

Planejamento e Controle

PARLA! Contact Center

2017-7 - 2019-2 · 1 yr 8 mos

Barueri

# Extrato de Base; # Elaboração de Filtros; # Dimensionamento de equipe; # Estratégia para disponibilização de bases à serem trabalhadas; # Provimento de PAs; # Estudo para atingimento de metas das Equipes Receptivas e Ativas; # Análises e Apresentações semanais para acompanhamento de Performance.

Gerente de Tecnologia

SAVE Tecnologia da Informação

2016-8 - 2017-7 · 1 yr

São Paulo e Região, Brasil

- Composição de Books Gerenciais para a Diretoria; - Relatórios Gerenciais para apresentações mensais em clientes; - Acompanhamento de Resultados das Equipes Operacionais; - Verificação de procedimentos baseados nas melhores práticas do ITIL Vx, .dos analistas em relação aos chamados e respectivos clientes. - Direcionamento Operacional às equipes técnicas.

Coordenador Sênior de Service Desk na SAVE Tecnologia da Informação

SAVE Tecnologia da Informação

2014-8 - 2016-7 · 2 yrs

Barra Funda - SP - Brazil

- Coordinating and Coaching for N1,N2 Levels; - Administration of IT Services based on Best Practices ITIL; - Follow the SIPs and SOPs to guarantee TQM Incidents, Problems and Requests; - Create and Coordinate Operational Plans and IT Process - Alocatation of human resources and material; - Guarantee the Service and Quality Delivered to the customers; - Reports directly to Board Directors. - PDCA, DMAIC, Graph Reports - Compliance with ISO 20.000 and 27001 - Process Management

Local Counselor

Living In Brazil Ltd.

2013-4 - 2014-6 · 1 yr 3 mos

Barueri, São Paulo

Inspection; Home Hunting; Departures; Documents and VISAs to expats. (Monitoring).

Especialista de Projetos de T.I. ITIL

Arlug SP - MG - RJ - PA - CO

2012-11 - 2013-2 · 4 mos

São Paulo e Região, Brasil

IT Routine; Coordinator for IT and Comunications; Lead with 3rd Level; Logistics

Gerente de Tecnologia e Desenvolvimento Organizacional

SPYSAT RASTREAMENTO

2010-12 - 2012-11 · 2 yrs

São Paulo

• Training Management • Creation and Implementation of Beneficts • Customer Relationship Management - Spysat. Net; • New Flows and Process; • System Analyses; • Reports and presentations to Directories; • Planning and Statistics (Excel and CRM).

TI Consultant

SPYSAT RASTREAMENTO

2010-12 - 2012-2 · 1 yr 3 mos

São Paulo e Região, Brasil

Research for New Technologies; Network Organization; Statistics; CRM; WEB Development and Management Information System.

PQA - Process Quality Assurance Coordinator

Sitel Group

2008-11 - 2010-11 · 2 yrs 1 mo

São Paulo e Região, Brasil

• Learning and Coach; • Analysis KPIs and SLA ; • Identification of issues in flows and Process; • Development Tools for database based in PDCA (Plan, Do, Check, Act); • Sheets and Graphs following GPD techniques; • Weekly Reports, Monthly Reports, Quarters, and annual ; • Reports Performance, Turnover, Vacations, Absenteeism. 09/01/2009 - Sitel do Brasil (Project HP) Coach SQA/PQA • • Optimization of process and flows. • Development systems to integrate areas and cells (ACCESS, SQL) Analysis to increase the Quality and productivity to decrease costs and claims of our customers. • Development of Intranet: CRM - Integrating all the Operations. 4/14/2009 – Sitel do Brasil (Project HP) Coach of Technical Metrics • Execute Situational Diagnoses 03/25/2007 – Sitel do Brasil (Project HP) Learning Specialist Bilingual • Development technical trainings and apply it; • Managing HP Trainings; • Making analyses to obtain the training contents. • HR help wanted to select new analysts (Level I and/or 2); About 28800 hours as Learning Specialist. 03/01/2006 – Sitel do Brasil (Project HP) Specialist Bilingual Sr., Certified APS – HP Subject Matter Excellence • Development technical training, tests and apply it; • Gave Certified to analysts in Desktops, Notebooks, Printers, Palms and Servers; • Development training (Road Maps) to new analysts; • Development of Quality Programs to increase the technical skills of analysts; • 09/06/2004 until 01/02/2006 (Same Company) Bilingual Support - Second Level