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Rodrigo H.Engineering Manager
Skills
Possesses 18 years of experience in leading teams across Project Management, Support, Service Desk, Call Center, Field Service, Infrastructure, Data Center, Software Factory, and Project Office domains. Demonstrates proficiency in Incident Management with an emphasis on High Availability and Critical Missions. Proven expertise in structuring and coordinating High-Performance teams through role definition, training programs including Coach Talks, technical evaluations, work schedule development, on-call services, and contingency planning. Skilled in developing and implementing Performance Indicators (KPIs) and adept in IT Project Management using PMI/PMBOK standards, encompassing all project phases such as Scope Definition, Implementation Planning, Scheduling, Kick-off meetings, Status Reporting, Risk Mapping, and Cost Analysis.
Experience includes Process Mapping and Improvement within IT procedures, alongside People and IT Services Management adhering to ITIL and COBIT frameworks. Responsible for overseeing all Infrastructure operations conforming to ISO 9001, ISO 20.000, and ISO 28.000 standards, ensuring quality and security compliance. Additionally experienced in managing Software Factory operations and System Implementation, including Capacity Planning.
Proficient in Change Management (GMUD), Ticket Management tools (monitoring and report generation), creating Indicator Books, Dashboards, Daily Reports, and Action Plans. Manages Field Services encompassing team coordination, IT assets, fleet management, strategic route planning, technical service reporting tools, spare parts advancement, budgeting, work orders, and guarantees.
Exhibits exceptional negotiation skills with suppliers and maintains regular client feedback sessions. Experienced in both low-performance and high-performance environments. Holds a Bachelor's degree in Computer Engineering from Unisantanna and Data Processing from FATEC-SP, with an MBA in IT Management from Impacta Tecnologia. Plans to pursue a Master's degree (Stricto Sensu) to lecture at universities during evening hours. Recognized for quick learning ability, excellent interpersonal skills, proactive and organized nature, and a commitment to professionalism and competence in all assigned roles.
Support Coordinator
11/1/2012 - 5/1/2014
Coordinated the Support, Implementation, Business Intelligence, and Infrastructure teams, ensuring seamless interdepartmental collaboration. Maintained compliance with SLA requirements by actively participating in client meetings, defining deployment schedules, and creating and updating service procedures and processes. Managed work schedules, days off, on-call services, vacations, and timekeeping closures to ensure optimal team performance and resource allocation.
Engineering at Sant'Anna University
2005 - 2010Information Technology at São Paulo Technology College
2000 - 2004Data Processing at Campos Salles School
1995 - 1998ITM - Information Technology Management at Impacta Technology College
2011 - 2012
Rodrigo is available for hire
Meet Rodrigo H.All Howdy Candidates are vetted for skills and english proficiency.