Miguel Nazer

Managing large, complex and cross-functional projects. Leading, coaching and influencing teams. Working and analyzing project metrics, budget variances, and performance. Ensuring projects align with company-wide goals and initiatives. Acting as the primary liaison between project teams and executive leadership.

Manage and execute full lifecycle of complex software development projects. Plan goals and deliveries with the client. Provide status, KPI´s, and relevant information on the progress of the project. Monitor and escalate pending issues and impediments. Centralize communication; Drive continuous process improvement.

Establish and ensure the fulfillment of the project's goals. Leadership collaborating with diverse teams. Implementation of new management strategies, ensuring business response time. Management of infrastructure, suppliers and services related to the operation of the solution. Management of service and field teams / suppliers. Management of infrastructure and Cloud contracts. Implementation and management of NOC for the platform. Management of service levels and KPI. Management of contracts and suppliers, quality of facilities, including compliance with Service Level Agreements (SLA).

- Ensure the execution of the project life cycle; - Lead and perform functional management of the team; - Plan deliverables with customers; - Provide status, KPI and relevant information about the progress of the project; - Monitor and escalate pending issues and impediments; - Centralize communication; - Lead team´s development and ensures the performance of project resources; - Drive continuous process improvement.

• Lead and develop IT department, working with infrastructure, production, support, and software development. • Act with strong people development, establish KPI’s and key objectives. • Own and control IT P&L. • Support other directors and Cx level in strategic and operational decisions. • Build a trust relationship between customers and support operations. • Implement strategic IT projects, working closely with potential solution partners.

• Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery. • Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements. • Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth. • Responsible for revenue and margin contribution for a set of (more than one) solutions or services. • Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value. • Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business. • Provides mentoring and guidance to peers and lower-level employees.

• Accountable for the day-to-day operations of accounts, managing processes and programs • Leaded and managed teams, delivering high quality IT services • Implemented operational & governance processes to deliver Service Desk and Field Services • Worked closely and effectively with internal areas, achieving high Customer Satisfaction • Acted as a Point of Escalation for issues and risks arising, anticipated operational issues and developed preventative measure, assuring service improvement. • Ensured full costs control, according with the approved deal model. • Responsible for profit goals and effectively managed account P&L and forecasts.

• Implemented and managed a new NOC to hosts IT Outsourcing projects, according with ITIL processes and procedures • Managed Level 1 and 2 Technical support service towers teams, supporting servers and storages, on Microsoft, Linux and Virtualized platforms • Managed implementation and operation of remote monitoring system, supporting approximately 1200 servers and systems, with outstanding cost reduction and proactive issue management. • Conducted project management using standard definitions based in PMI.

• Managed operational teams of IT infrastructure and telecom environments. • Implemented a new Data center, with servers, storage system, hardware load balance, firewalls and network equipment. • Projected and implemented ERP Protheus. Also made upgrades and environment updates • Project and implemented a Level 2 support team, as well as created and implemented new processes and procedures based in ITIL framework. • Implemented a new core IP network, with Cisco ISP technologies, involving project design, choice of technologies and supplier definition. • Managed cloud projects based in Microsoft Unified Communications and Microsoft Exchange. • Implemented a remote monitoring system with 600 devices and systems, achieving considerable cost reduction and proactive issue management.