Luiz Rogerio Da Rocha
Alpharetta,GA
Summary
Experienced Global Digital Workplace Manager with a proven track record of driving operational excellence and exceeding SLA commitments. Skilled in managing projects, vendor relationships, and delivering world-class service desk operations. Proficient in Active Directory, DNS, Windows Server, and IT infrastructure. CIO Award recipient. MBA in Information Security. Experienced IT professional with a successful track record in global digital workplace management and infrastructure. Proven expertise in driving service excellence, overseeing major projects, and optimizing end-user experiences
Overview
21
21
years of professional experience
1
1
Certification
Work History
Global Digital Workplace Manager
Novelis
04.2019 - Current
- Deliver world class Service Desk and Desktop operations and drive execution excellence continuously
- Operate services to meet and exceed SLA’s by planning, executing, and managing proactively; provide 24/7 continuous service monitoring and preventive maintenance capabilities
- Drive compliance and business continuity recovery readiness; simplify and speed up disaster recovery
- Oversee all ServiceNow activities from major projects (upgrades, ebonding with other suppliers, adding new functions/feature/ modules) to small changes such as workflow adaptions or system configuration changes
- Contribute information and recommendations to strategic plans and reviews
- Enhances department and organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value
- Establish key performance indicators, metrics, and focus to drive the EUC organization
- Grow and cultivate a multi-disciplined operation team with expertise in Service Desk and Desktop operations
- Manage 3rd party service providers to meet and exceed SLA commitments
- Leverage external partners and vendors to enhance effectiveness as needed
- Responsible for the purchase, installation over-sight, and life-cycle management of Service Desk and
- Desktop related service
- Work with asset management team, procurement team, and financial business partners to ensure excellent transparency and control
- Communicate with clear reporting on service level attainment, quality, efficiency, value, and health of services
- Oversee and manage all related projects, including strategic enhancements, releases and maintenance activities
Microsoft Systems Engineer
Novelis
04.2018 - 04.2019
- Ownership of technical solution design and engineering to deliver high quality solutions that can seamlessly transfer into global operations
- Provide guidance to business or IT customers in regards to capabilities of Microsoft products in place or available
- Write solution design documents, work with internal or external technical teams on implementation efforts, and create operational handbooks
- Oversee multiple projects and/or major development of systems, applications, and other IT related initiatives
- Luiz Rogerio Da Rocha - page 1
- Manage project tracking and KPIs in accordance with departmental methodology to ensure the quality of products and solutions delivered
- Meet with customers to understand their business requirements; document requirements and build solution design and operational support documents
- Provide educational training or advisory to IT staff about capabilities of the Microsoft product suites
- Operational support (Level 3) to assist vendors or internal staff to troubleshoot and change Microsoft products in scope
Senior Infrastructure Specialist
Novelis
12.2012 - 04.2018
- End-User/Client Computing Leader for South America, reporting to Global Director, with focus on development of solutions to improve user experience
- Lead and oversees global and regional projects
- Provide input to global strategy for End-User services
- Responsible for the day to day operational deliverables in South America, including Service Desk and
- Field Services
- Ensures that global services, processes and standards are adhered in the region
- Participate in Global RFP’s
- Ensures that regional requirements are built into the global solution
- Local vendor and relationship management
Senior Support Analyst
Fujitsu
07.2011 - 12.2012
- Support, Levels 2 and 3, for Americas, working according to Norsk Hydro’s group contract, including support to users (Windows, Office, Lotus Notes, Citrix, etc), servers, SCCM and Active Directory
- Support to Field Technicians working at foreign units.
Support Analyst
Norsk Hydro
02.2003 - 07.2011
- Infrastructure Project Leadership
- Implementation, configuration and support to Windows 2008/2003/2000 servers and Windows
- XP/2000/Vista workstations; Creation of batch scripts (logon, instalation, backup, etc)
- Administration and maintenance of Active Directory, Group Policy, DHCP, DNS, VPN
- Implementation and administration of WSUS server
- General support to Workstations and users
- Diagnosis and network and hardware problem solutions in general.
Education
MBA - Information Security
Veris IBTA
Campinas, BrazilBachelor of Science - Computer Systems Analysis
Uni Santanna
Salto, Brazil12.2008
Skills
- Active Directory
- DNS
- Windows Server
- DHCP
- Operating Systems
- Servers
- SCCM
- VPN
- WSUS
- Infrastructure
- Analytical and Critical Thinking
- Problem-Solving
- Excellent Communication
- Self-Motivated
- Cultural Awareness
- Flexible and Adaptable
- Decision-Making
- Interpersonal Communication
- Team building
- Teamwork and Collaboration
- Critical Thinking
- Technology Evaluations
- Technology Optimization
Certification
ServiceNow Administrator
ITIL Foundation
Microsoft Certified Professional
Microsoft Systems Administrator
Microsoft Certified Technical Specialist Windows Vista/7
Additional Information
- Honors & Awards , CIO Award - Novelic Inc Mar 2016 Luiz Rogerio Da Rocha - page 3
Books, Music, Anime
I love reading books, listen to music and watch animes. =)
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Limited Working
Timeline
Global Digital Workplace Manager
Novelis
04.2019 - Current
Microsoft Systems Engineer
Novelis
04.2018 - 04.2019
Senior Infrastructure Specialist
Novelis
12.2012 - 04.2018
Senior Support Analyst
Fujitsu
07.2011 - 12.2012
Support Analyst
Norsk Hydro
02.2003 - 07.2011
MBA - Information Security
Veris IBTA
Bachelor of Science - Computer Systems Analysis
Uni Santanna
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