Josiane Santos
Coral Springs,FL
Summary
- Professional with Degree in Management Processes. With experience in team management, SLA management (Incident, Problem, Change, Itil model), creation and implementation of management reports (KPI), trouble ticket tools, resource optimization, cost and risk reduction and staff, technical and practical knowledge in the Customer Service Area, team management with people management and personal development of the team. - Acting as coordinator of Latam Services, for large multinational clients. - Experience abroad as an Incident Manager, working for a large Marine Logistics client, experience with agribusiness STARTUP and multichannel support. - Expertise in Mobile Latam management, Workflow´s monitoring, backlog control, ensuring that the customer's SLA is achieved within the scope.
Acting in execution, management, and coordination of technical team Field Operation, Service Desk, incident management, team coordination Latam, Scrum Master Jr., in organizations of any branch, so expanding and applying my knowledge.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Management - Incident Manager
SEIDOR (Spain)
02.2020 - 07.2020
- Leadership and coordination of field technical team and N1, to achieve the SLA proposed in the contract, experience with managing people, processes and services
- Expertise in ticket review and control of the Backlog, making feedbacks, controlling time off, time sheet, vacations, team overtime and working hours
- Formalize and propose improvements to the team and operation in general, creating, reviewing and updating procedures
- Acting on critical issues with the customer Noatum Maritime,for a quick and effective solution
- Monitoring of indicators and results and quality monitoring Planning of continuous improvement actions.
Support analyst
SOSMATIC (Spain)
08.2019 - 11.2019
- Customer support N1, technical assistance, software installation and update, accesses and network configurations.
Brazil Customer Support
AGROFY (Argentina)
08.2018 - 02.2019
- Responsible for records and publication management processes on the online platform, multichannel support (Email, Telephone and Whatsapp), incident management and resolution.
Service Delivery Coordinator Latam
UNISYS (Brazil)
09.2015 - 12.2017
- Coordination of Mobile Latinoamerica operations, workflow monitoring, General Electric client service delivery management, leadership and coordination of Field Operation Latam for Henkel customer, SLA monitoring, reports, ITMS management, SRMS, Service Now and customer relationship
- Review and management of Daily and Weekly reports and KPI
- Responsible for consolidating the results of the project by certifying: a) measuring the reach of service levels to issue the monthly billing for the project, b) Issuing monthly TAP and Cover letter for the customer to make the payment in the respective country, in Latin America, where we provide services to the Philips customer.
Process analyst
MANPOWER SOLUTION (Brazil)
08.2014 - 09.2015
- Responsible for managing and controlling Latam tickets for the General Electric client, monitoring changes (reception, validation, quotation and follow-up), billing activities services.
Monitoring Analyst
TM SOLUTION (Brazil)
03.2014 - 08.2014
- Service monitoring at Banco Caixa Econômica Federal, change management.
Support analyst
ATOS (Brazil)
04.2008 - 08.2013
- Expertise in first level support for internal users and customers, providing first level support for troubleshooting Windows, network and software, from account unlocking to virus elimination.Training and monitoring of new analysts for assistance
- Bilingual support analyst - Alstom Brasil e México customer service, handling requests (changes), problems (incidents) and doubts (consultation) of the client using the ITIL methodology, queue follow-up and SLA
- Alignment with the client to formalize processes and procedures, experience in needs assessment and developing a customer-oriented technical solution
- Windows account administration and granting users access to shared folders.
Education
Graduate in Management Process Technology -
FMU- Faculdade Metropolitanas Unidas – Laureate International Universities
01.2017
Skills
- Effective Communication
- Technical Troubleshooting
- Team Engagement
- Interpersonal and written communication
- Incident Management
- ITIL Knowledge
- Service Management
- Escalation management
Certification
ITIL Foundation Certificate in IT Service Management, 2014
Extracurricular Course
- Training: Can Do –SkillSoft
- Training: Deal with conflicts- SkillSoft
- Agile Management with Scrum- Udemy
- Leadership- Udemy
- Negotiation- Udemy
- Productivity techniques- Udemy
Languages
Portuguese
Native or Bilingual
Spanish
Full Professional
English
Limited Working
Timeline
Team Management - Incident Manager
SEIDOR (Spain)
02.2020 - 07.2020
Support analyst
SOSMATIC (Spain)
08.2019 - 11.2019
Brazil Customer Support
AGROFY (Argentina)
08.2018 - 02.2019
Service Delivery Coordinator Latam
UNISYS (Brazil)
09.2015 - 12.2017
Process analyst
MANPOWER SOLUTION (Brazil)
08.2014 - 09.2015
Monitoring Analyst
TM SOLUTION (Brazil)
03.2014 - 08.2014
Support analyst
ATOS (Brazil)
04.2008 - 08.2013
Graduate in Management Process Technology -
FMU- Faculdade Metropolitanas Unidas – Laureate International Universities