Kenedy K.Project Manager
Skills
With over 30 years of experience in IT roles, including 14 years as an Infrastructure Project Manager focusing on networks, telephony, and security, and 19 years as a Systems Analyst in software development, specializing in user interface design for customer service systems, appointment scheduling, product and service sales, billing, production and inventory management, credit and collections, and tax accounting. Responsibilities included leading projects for the implementation and migration of call centers, deploying technologies such as telecommunications services, IP telephony, dialers, IVR systems (Interactive Voice Response), LAN and WAN networks, and firewalls. Additionally, managed the implementation and maintenance of CRM (Customer Relationship Management) and Omnichannel strategies, and participated in launching sales systems for products and services. Currently concentrating on Cloud & DevOps studies with a focus on AWS (Amazon Web Services), Microsoft Azure, Google Cloud Platform (GCP), and Oracle Cloud, aiming to support companies in migrating from on-premises environments to cloud solutions to achieve cost reduction, improved efficiency, and increased competitiveness. Proven expertise in leading multidisciplinary teams of engineers, analysts, and specialists for IT infrastructure deployment projects, delivering ahead of schedule by five days, demonstrating adaptability, flexibility, critical thinking skills, and conflict resolution capabilities while managing technical challenges and unexpected changes.
Project Manager
6/1/2021 - 12/1/2022
Managed IT infrastructure projects for networks, telephony, and security, focusing on customer service centers within the financial sector. Spearheaded the implementation of LAN and WAN networks, IP telephony systems, firewalls, and security policies. Achieved successful deployment of a video call solution tailored for a bank's customer service center to assist individuals with hearing impairments using the Libras language. Coordinated the development of the bank's IVR tree by leveraging the Scrum methodology, ensuring efficient project management and agile delivery. Acted as a liaison between the bank's internal teams and service providers during the migration of Avaya on-premises telephony services to AWS cloud, facilitating seamless communication and uninterrupted customer service.
Implemented Microsoft Dynamics with dual-factor authentication for 500 customer service agents, enhancing security and service efficiency. Integrated CXOne Nice with Microsoft Dynamics for 300 agents to replace the existing Avaya on-premises telephony system, streamlining operations and boosting productivity. Proficient in handling complex IT infrastructures and driving successful project completions with a strong focus on network, telephony, and cybersecurity solutions.Project Manager
5/1/2008 - 6/1/2020
Led IT infrastructure projects focusing on network, telephony, and security implementations. Delivered LAN and WAN networks, IP telephony systems, firewalls, and security policies across various sectors including Banking, Technology, Delivery Services, Social Media, and Consumer Goods.
Executed pre-sales consultancy, analyzing requests for proposals (RFPs) and developing cost-effective scenarios for Digital Channels technologies such as SMS, Email, Chat, WhatsApp, ChatBots, IVRs, and Landing Pages. Provided expertise in telecommunications solutions including DAC, CTI, Dialers, Digital Agents, CPC IVR, Humanized IVRs, TTS, and integrated systems like CRMs, Workflows, and Tabulators. Utilized automation through FDO/RPA and Omnichannel solutions, ensuring seamless integration with clients' legacy environments using APIs and web services.
Managed projects adhering to PMBOK Guide best practices and employed various project management methodologies, including Waterfall, COBIT, ITIL, and Agile methodologies such as Scrum.
Key projects include the migration of 700 workstations from STNO site to BLM site, involving a multidisciplinary team of engineers, analysts, and IT specialists. Successfully migrated 250 workstations from the social media operation at CASA site to NSP site and implemented 200 workstations for the delivery operation at CASA site. Overseen the migration of telephony service for banks involving 1300 workstations, improving telephony management, enhancing security, service continuity, and implementing softphones in customer service centers. Implemented a predictive dialer and AYTY CRM for operations affecting 200 workstations, leading to reduced idle time for agents and increased call handling time. Updated the Avaya dialer platform for operations involving 100 workstations while maintaining ongoing technical support from the supplier.Systems Analyst
8/1/2006 - 5/1/2008
Oversaw the implementation of CRM, ERP, and e-commerce systems for a call center operation. Applied extensive data modeling techniques and conducted statistical analyses to identify trends and derive actionable conclusions. Facilitated comprehensive training sessions for users, emphasizing best practices in data protection and error minimization. Developed a deep understanding of system integration and user onboarding processes, focusing on enhancing operational efficiency and data integrity.Systems Analyst
1/1/2002 - 4/1/2006
Led the implementation of IT infrastructure with a focus on networks, telephony, and security. Developed advanced scheduling systems for visits, product and service sales, and customer support. Managed teams of developers and analysts, overseeing projects and ensuring efficient operation and maintenance of IT infrastructure.
Bachelor of Science in Mathematics with Emphasis in IT at Santo André Foundation
1995 - 1999
LGPD, Python Basic + OOP + GUI, C# Basic + Advanced, JAVA Basic + Advanced at Fundação Bradesco
5/1/2023DevOps & Agile Culture, PYTHON at FIAP
5/1/2023Devops at The Cloud Bootcamp
5/1/2023Oracle Cloud at The Cloud Bootcamp
5/1/2023Google Cloud at The Cloud Bootcamp
5/1/2023Microsoft Azure Cloud at The Cloud Bootcamp
5/1/2023AWS at The Cloud Bootcamp
5/1/2023Scrum/ PSM1 at TI Exames
5/1/2021COBIT at ISACA
6/1/2009
Kenedy is available for hire
Meet Kenedy K.
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