Luiz Lemos

IT management in SP03 (Fulfillment Center), one of Mercado Livre's Full distribution centers in Cajamar/SP, with the mission of keeping the IT area in full operation in an environment of high criticality and availability (24x7). Managing, hiring, training and developing the support team that assists the operation, managers and staff, prioritizing activities and assistance, analyzing the urgency x impact of incidents and requests. Always thinking about improving processes, excellence in service and the best experience for employees. Participation in strategic meetings with leaders and staff to monitor changes and business needs and where IT can collaborate. Responsible for infrastructure projects according to changes defined by managers, also responsible for internal communications, guiding everyone on how IT processes work, giving tips and solutions, reporting high-impact incidents found and resolved. Inventory management and assessment of the needs of new equipment acquisitions (laptops, RFs (collectors), 2D scanners, printers...). Activation and monitoring of networking teams, systems, printing and third parties in the solutions of incidents and problems. Participation in the construction of the new internal office of the distribution center in the wireless/wired network infrastructure part and in the definition of the scope and monitoring of the operation and automation project of the training and meeting rooms.

Managing End User Latam support teams at Comau (Brazil), helping IT management monitor the development of analysts' activities located at the administrative sites in Santo André and at FIAT's industry (Betim/MG) plant and outsourced staff national level for external employees. Service management through the Drive IT support system (service-now), evaluating the levels and quality of customer service. Daily follow-ups with analysts to ensure efficiency, staff commitment, and compliance with corporate IT processes. Management of priorities, changes, disasters, issues, and incidents. Management and monitoring of third party services in support, mobile, and print outsourcing, performing the analysis of needs, costs, approval, service request, and equipment purchase. Participation in mobilization and demobilization projects of Comau clients such as Petrobras, Brasken, and Volkswagen. Monitoring of activities, projects, maintenance and support to IT infrastructure and attendance to the VIP area.

From 02/2017 to 02/2019 (2 years) I was living and studying in Australia (Brisbane City) to learn english and after finishing the english course I started a technical course focused on the introduction of Project Management. In addition to learning English, I worked in different areas.

Managed the IT support teams of Valeant Group companies in Brazil (Valeant, Bunker, Delta, Probiotica and Bausch + Lomb), supporting IT management to monitor the development of support analysts activities through reports with service indicators (KPIs) generated through the support system Desk Manager, evaluating the levels and quality of service provided, control and overtime planning. Conducted semi-annual evaluations and daily follow-ups with analysts to ensure efficiency, staff commitment, and compliance with the processes established by the corporation for the IT area. Managed priorities, updates, issues, and incidents. Responsible for coordinating and monitoring the documentation of the infrastructure and systems used. Developed actions for the training of analysts and conducted Coach Sessions and provided feedback. Identified the business & customer’s needs and implemented improvements in productivity. Managed the acquisition of equipment, monitoring the third-party services (choosing) evaluating and suggesting improvements in service levels. Managed Annual Satisfaction Survey of internal/external customer service and analysis of service processes. Also responsible for creating and sending technical announcements to employees and stakeholders. Participation in the project of the first e-commerce system of the company Bausch+Lomb, working on incident management with the key users and development team

Coordination of support for users in locu, by telephone and remotely. Administration, installation, configuration and infrastructure projects (physical and virtual servers with Windows 2012 R2 managed through Hyper-V Manager, Voip Cisco and Avaya, firewall, wireless network, cabling, internet links, desktops and notebooks with Windows 7 , 10 and office 2010 to office 365, IPADs, printers, switchs, smartphones / tablets, etc.) of all Valeant Group companies in Brazil (Valeant, Delta, Probiotica and Bausch + Lomb). Preventive, corrective maintenance and inventory of IT equipment. Requesting and monitoring of third-party services (outsourcing of printing, technical support, etc.), management and monitoring of cellular operators (Vivo and Nextel) and internet links (Embratel, Impsat, Apoicom, Vivo). Management, training, recruitment and feedback to the support staff in the factories and offices, incident management, priorities, VIP area attendance, and coverage of IT Manager vacation. Responsible for moving the entire IT infrastructure from the corporate office to another building, from the transportation of equipment (computers, printers, connectivity equipment, and servers) to the creation of physical (Data Center), logical and electrical projects for the new office with suppliers suggestions for the best configuration. Creation and realization of quotations for the final profile of the service, already thinking about the improvements compared to the old data center / office, selection of suppliers and monitoring the evolution of the project until delivery.

Coordination of support for users in locu, by telephone and remotely. (Servers with Windows Server 2012 R2, Internet links, desktops and laptops with Windows 7 and 10, IPADs, printers, switchs, smartphones (iphone, android and blackberry etc)), installation and configuration of ERP (SAP and Dynamics) systems on the workstations, permissions and folder sharing, AD (Active Directory), Exchange and Outlook 2010, Antivirus (McAfee) of all Valeant Group companies in Brazil (Valeant, Bunker, Delta and Probiotics). Preventive and corrective maintenance of IT equipment. Requesting and monitoring of third party services (Kitani, Embratel, Impsat, Apoicom, Vivo, etc.), management of mobile operators (Nextel and Tim), management of all purchases and charges of the IT department via SAP system. Management and training of the outsourced support team allocated in the factories, offices and attendance of the VIP area.

Coordination of the support and training of users, creation of security policies, administration of the infrastructure (computers, printers, switches…) and all the softwares used. Technical support, preventive/corrective maintenance, issuance of reports of attendance and inventory of IT equipment. Local support to the users by assembling, configuring and installing computers. Monitoring of third-party services, execution of the backup routine. Opening of requests with Prodam to repairs and issuing reports of productivity.

Responsible for the technical support to all branches (11 offices) attendance could be by telephone, in the field or remotely (VNC / TS / NetSupport) to users; assembling, configuration, installation of computers / laptops, detection and correction of problems, executing the enterprise backup routine; monitoring telephony / network / printer service providers (rental and maintenance); repair, follow-up and solution with suppliers

Responsible for the attendance of proactive and on-demand calls, Improvement projects for customer environments; Consulting / preventive and corrective technical support to several RCT clients with applications and Microsoft tools such as Windows 2000 and 2003 (Server / Enterprise Server), File Server and Print Server; Deployment and configuration of Ethernet networks in several clients; Surveyed the needs of the customer's computer park (Quotes, Sales, Installation and Support) in hardware, software and services; Coordination, quotation and follow up of service providers ensuring the best solution for our business partners.

The main role was a special project at Prodam (Prodam is the Information Technology Company of Prefecture of São Paulo city), where I was responsible for technical support to users and computer park, performing preventive and corrective maintenance.

Responsible for the assembly and maintenance of computers, equipment sales, and customer service.

MBA IN PROJECT MANAGEMENT COMBINING PMI WITH AGILE (course scheduled to start in June 2023.)