Gustavo Bonasorte Grossi

Provide specialized technical support at the Itaú Business Center (CEIC), ensuring operational continuity through rigorous SLA and KPI management. Act strategically in IT asset management, leveraging analytical tools to consolidate and visualize operational data. Extract actionable insights from technical metrics to support data-driven decision-making and drive continuous improvement across support and back-office processes.

Responsible for the technical and strategic optimization of the OAB-SP chatbot using IBM Watson Assistant, fine-tuning intents, entities, and conversational flows based on data-driven evidence. Executed the complete data wrangling cycle—cleaning, organizing, and standardizing large volumes of user interaction data to ensure response consistency. Beyond data curation, developed analytical Power BI dashboards to monitor critical KPIs, such as success rates and user retention points, leveraging Python for data manipulation and process automation. This analytical approach enabled the extraction of actionable insights that drove strategic decisions, ultimately enhancing bot performance and the overall user experience.

Focused on the strategic management of IT infrastructure, performing continuous monitoring of critical asset availability and performance—such as networks and servers—through operational data analysis. A key highlight was the development of computer vision-based vehicle counting software, implemented directly into São Paulo’s city monitoring cameras. This project received direct approval from the CET (Traffic Engineering Company) Presidency, playing a fundamental role in automating traffic data collection and enabling more precise, efficient decision-making for road monitoring. Additionally, I utilized Python to create automation scripts and worked on standardizing large volumes of incident data, facilitating the generation of technical reports and indicators for various departments.