Anne Ferreira
IT Services Executive
São Paulo
Summary
- Senior IT professional with a solid international career at Logicalis LATAM with expertise in operations, strategy, and governance in different business units. Experience in lead efficient operation of the team that prompt modernization and upgrades of IS (information systems) are performed as needed. Conducted performance evaluations that are timely and constructive.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Background in collaborating with members of the executive team to identify ways that IT can assist the company in achieving business and financial goals. Ensure that IT and network infrastructure adequately support the company’s computing, data processing, and communications needs.
- Skillful in people development, leading regional teams of technical professionals in a very collaborative and horizontal style.
- Ability to establish long-term IS needs and plans and develop strategies for developing systems and acquiring services, software, and hardware necessary to meet those needs.
- Experience in delivering quantitative and qualitative operations analysis to business needs, by understanding company requirements on IT budget.
- Consistent track record in contributing to company growth and by developing aligned business plans that deliver IT business goals and fulfill IT objectives. Ensures compliance with government regulations that apply to systems operations.
- Assured competence to communicate goals, projects, and timelines of the company to the department, planning ways to execute those goals within the department.
- Large experience in development process implementation to customer success team.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Executive MBA Internacional, MBA in Digital Business and ITIL 4 Master.
- Fluent in English, Spanish and Portuguese.
Overview
17
17
years of professional experience
48
48
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
IT Services Operations Director
Logicalis LATAM
São Paulo
03.2019 - 08.2022
- Responsible for Regional integration of ISO20k and, (Services KPI) on 11 countries in Latin America
- Established quality customer relationships through consistent delivery on commitments.
- Utilized ITIL 4 methodology to implement quality initiatives and reduce arrears.
- Work with key business decision-makers to identify and implement cost-effective technology solutions
- Responsible for Customer Success, IT Services Operations, Security Operations Center (SOC), Process and Tools on IT Services (Managed Services and Support Services) in Latin America
- Lead Competence Center Management team, responsible for training and development management, technical team and build a single culture on region
- Directs the overall effort to improve workflows and eliminate inefficiencies within Business Units Operations (HR Related Process)
- Responsible for SOC (Security Operations Center) on Brazil and Colombia.
- Determined and initiated strategic business for quality control purposes, to boost delivery times and achieve cost-effectiveness.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Worked with clients to guarantee satisfactory product specifications prior to production.
IT Services Operations Manager
Logicalis LATAM
São Paulo
03.2016 - 03.2019
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Develop a collaborative culture within the region and partners ecosystems with various countries (LATAM Region)
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Implement Regional ISO20k and Service intelligence standards on 11 countries in Latin America
- Conduct performance reviews for LATAM Region service metrics (internal and partners - KPI)
- Demonstrated leadership skills in managing projects from concept to completion.
Services Excellence Manager
Logicalis LATAM
São Paulo
07.2013 - 03.2016
- Develop a collaborative culture within the region and partners ecosystems with various countries (LATAM Region)
- Responsible for IT Services metrics and continuous improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Control Service metrics for Logicalis Partners (responsible for rebates, services indicators, etc for Cisco partner program)
- Generate and Control Tactical and strategic KPIs.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed department processes and procedures to boost customer satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
IT Project Coordinator
PromonLogicalis
São Paulo
09.2008 - 07.2013
- Lead, direct and manage support operations to ensure that the operations staff executes service agreements at, or above the customer's standards
- Developed an effective filing system to track the status of customers requests
- Planned, designed, and scheduled phases for large projects.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Responsible for team training and development - Define and follow-up team goals
- Plan and monitor staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
- Ensured directives, rules and procedures were communicated to all operation's staff
- Define and follow-up process for support, such as incident and problem management, troubleshooting and change request procedures
- Due to achieve ISO20000 certification
- Conducted annual performance reviews for partner metrics.
Senior IT Analyst
Promon
11.2005 - 03.2008
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Self-motivated, with a strong sense of personal responsibility.
- Paid attention to detail while completing assignments.
- Enhanced and reconstructed computer systems to increase efficiency.
- Developed diagrams to describe and lay out logical operational steps.
Education
Specialization - Neuroscience, Positive Psychology And Mindfulness
PUC PR
Paraná, Brazil 01.2022 - Current
No Degree - Corporate Governance
IBGC - Instituto Brasileiro Governança Corporativa
São Paulo, S.P. - Brazil 05.2001 - 05.2019
No Degree - Strategic Marketing
Insper
São Paulo, S.P. - Brazil 05.2001 - 05.2018
MBA - EMBA - Executive MBA Internacional
FIA - Fundação Instituto De Administração
São Paulo, S.P. - Brazil 05.2013 - 05.2017
Post-Grad - Business Administration and Services
Universidade Presbiteriana Mackenzie
01.2004 - 05.2006
Bachelor of Science - Computer Science
Uninove - Universidade Nove De Julho
São Paulo, S.P. - Brazil 05.2001 - 05.2004
MBA - Digital Business
USP - Universidade De São Paulo
06.2020 - 06.2022
Skills
undefined
Certification
ITIL4 Master Qualification
Timeline
Specialization - Neuroscience, Positive Psychology And Mindfulness
PUC PR
01.2022 - Current
MBA - Digital Business
USP - Universidade De São Paulo
06.2020 - 06.2022
ITIL4 Master Qualification
01-2020
IT Services Operations Director
Logicalis LATAM
03.2019 - 08.2022
IT Services Operations Manager
Logicalis LATAM
03.2016 - 03.2019
PMP
06-2014
Services Excellence Manager
Logicalis LATAM
07.2013 - 03.2016
MBA - EMBA - Executive MBA Internacional
FIA - Fundação Instituto De Administração
05.2013 - 05.2017
Cobit
03-2012
IT Project Coordinator
PromonLogicalis
09.2008 - 07.2013
Senior IT Analyst
Promon
11.2005 - 03.2008
Post-Grad - Business Administration and Services
Universidade Presbiteriana Mackenzie
01.2004 - 05.2006
No Degree - Corporate Governance
IBGC - Instituto Brasileiro Governança Corporativa
05.2001 - 05.2019
No Degree - Strategic Marketing
Insper
05.2001 - 05.2018
Bachelor of Science - Computer Science
Uninove - Universidade Nove De Julho
05.2001 - 05.2004
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