Greater São Paulo Area
Technology Leader with over 20 years of experience in IT Operations, Service Delivery, and Digital Transformation. Specialized in optimizing critical infrastructure, implementing enterprise management, and driving automation through ServiceNow — delivering high availability and operational efficiency for large clients such as Coca-Cola FEMSA, LATAM and Natura. At DXC Technology, I lead initiatives that enhance visibility, reduce incidents, and support business strategies, including Zscaler ZPA, SD-WAN, and SAP monitoring integrations. Strong focus on leading cross-functional teams, ITIL best practices, and measurable results: improved SLAs, cost reduction, and the development of modern Command Centers for executive visibility. Fluent in Portuguese and Spanish and professional English. Open to conversations about Service Delivery Executive, IT Operations Manager, or other strategic IT leadership roles in large-scale environments. Let's connect!
As a Client Success Manager, I lead the relationship with our clients, acting as a strategic partner focused on long-term success and value realization. My role is centered on deeply understanding client needs and goals, ensuring that our services and solutions directly support their business outcomes. I guide clients through seamless onboarding experiences, driving successful product adoption and aligning our offerings with their evolving objectives. I proactively address client concerns, resolve issues, and provide strategic advice, regardless of the specific service or product involved. My responsibilities also include: - Driving client retention, contract renewals, and identifying upsell and cross-sell opportunities - Advocating for clients internally, ensuring their voice is heard across all levels of the organization - Monitoring compliance with contractual commitments, including SLAs and key deliverables - Taking a holistic approach to client care, working cross-functionally with stakeholders across DXC to ensure proactive support and timely resolution of challenges This client-centric approach helps foster strong, trust-based partnerships and positions me as a key contributor to long-term client success and satisfaction.
As a Client Success Manager, I lead the relationship with our clients, acting as a strategic partner focused on long-term success and value realization. My role is centered on deeply understanding client needs and goals, ensuring that our services and solutions directly support their business outcomes. I guide clients through seamless onboarding experiences, driving successful product adoption and aligning our offerings with their evolving objectives. I proactively address client concerns, resolve issues, and provide strategic advice, regardless of the specific service or product involved. - Driving client retention, contract renewals, and identifying upsell and cross-sell opportunities; - Advocating for clients internally, ensuring their voice is heard across all levels of the organization; - Monitoring compliance with contractual commitments, including SLAs and key deliverables; - Taking a holistic approach to client care, working cross-functionally with stakeholders across DXC to ensure proactive support and timely resolution of challenges.
Account Delivery Manager (Natura). Responsible to manage and develop customer relationships, grow revenue and operating profit, pursue new business opportunities, and to improve the quality of delivery services, solutions and sales, and end to end customer management. Extensive experience on building high-performance teams, quick understanding of new environments and challenges, strong problem-solving skills.
Responsible for leading technical operations and projects for key clients such as TAM Airlines, Multiplus Fidelidade, Natura, and Editora Abril, covering both ongoing operations and project delivery. Strong background in ITIL practices, including Incident, Problem, Change, Release, Configuration, Availability, Capacity, and Service Level Management, in addition to Service Desk leadership and support.
Middleware and database team leader for TAM airlines, Multiplus fidelity, Natura cosmetics, Abril Publisher and Braskem customers, whose main activities were: Responsible for web team; Designing and reviewing technical proposals; Implementation of new projects; Analysis and review SLM metrics; ITIL processes handling (Incident, Problem, Change, Release, Configuration, Availability, Capacity Management, Service Level Management and Service Desk); Innovation introduction (tools, monitoring, alarms, KPIs, etc); Support engineers team.
Assess business needs, provide technical advisory, and lead the design, development, and implementation of solutions for the air transportation industry.
Identify, recommend, develop and implement new projects to customers.
Acting as pre-sales for Microsoft, Citrix and others products, developing technical and commercial proposals for services industry and telecommunications. Layout standardization for technical and commercial proposals. Study and monitoring of the implementation of CMMI3 within the project structure. Planning and implementing the consolidation of ~1.000 servers from various systems to Windows 2003, including services DHCP, WINS, File Server, IIS Server, Virtual servers, print server and others.
System analyst responsible to analyze, design and implement the Citrix Metaframe environment with 250 servers, distributed in 6 farms. Windows 2003, Active Directory to ~10,000 users. High availability at all layers.