• ITIL Foundation - Hewlett-Packard - Abr/2009
  • SLA Management - Hewlett-Packard - Jan/2009
  • Strategy Essential - Hewlett-Packard - Nov/2007
  • Standard of Business Conduct - Hewlett-Packard - Mar/2007
  • Putting Customer first - Hewlett-Packard - Jun/2006
  • HP Customer Experience - Hewlett-Packard - Jun/2006
  • Purchase fundamentals - Procter & Gamble - Nov/2000


IT and Project Manager. Business Administration bachelor degree from Unip. English, Spanish, Portuguese fluency. PMP certified. Thirteen years experience in large consumer goods multinational and five years in a large IT multinational. Management of large infrastructure projects at one of the company’s largest global customers, including other companies’ acquisitions, usually involving multiple organizations and geographies. Strong communication, people and team management, coaching, time and scope negotiations and budget control. Extensive experience with virtual, multicultural and multidisciplinary teams. Large experience in operation management (LAN, WAN, WLAN).

Work History

Work History
Aug 2003 - Present

Service Delivery Manager

  • Success record in evaluation customer satisfaction surveys - always above 8.5 out of 10;
  • Pro-actively manages client focusing to increase Total Customer Experience/Revenue;
  • Accuracy for client PC’s inventory control above 97%;
  • Accountable for SLA(on site support) measure always in green;
  • Management of a on site support team handling +1,000 users among 9 client locations;
Aug 2003 - Present

Call Center Manager

  • Management of a call center team, for one of the company’s largest global customers, providing phone support for +2,500 users countrywide;
Aug 2003 - Present

Project Manager

  • Accountable for large ITO (LAN, WAN, WLAN, servers, PC’s) integration projects for one of the company’s largest global customers;
  • Management of all phases of the project life cycle: scope definition, estimation, budgeting, Statement of Work preparation, project establishment, analysis, design, development, testing, acceptance, implementation and closure;
  • Negotiation with customer’s senior management;
  • Building and management of multifunctional, multicultural virtual teams, composed by HP Project Managers and Solution Architects, third parties and other internal and customer organizations;
  • Strong communication skills, both written and spoken. Recognized as an excellent team player by peers, managers and subordinates;
Jan 2000 - Jul 2003

Support Analyst - Supervisor

Procter & Gamble
  •  Budget management and assets purchasing for all sites;
  • Call Center manager leading a 10 contractors team;
  • Work at Y2K project with applications/hardware certifications and a power generator installation;
  • Software license process leader, certifying all software in the company;
  • LAN segmentation project leader installing new switches for all sites;
  • Telecommunication project leader contracting, implementing and supporting circuits, switches and routers for all sites;
  • Implementation of Video conference (Polycom) services for all sites;
  • Playing a role in facilities as member of the layout remodeling team managing all sort of suppliers in an extremely aggressive schedule;
May 1990 - Dec 1999

Support Analyst

Procter & Gamble

• Support at Unisys A9BR and AS400 environments; • Leader for the Louveira Plant start-up providing network infrastructure and data center installation;

May 1989 - Jun 1990

Suport Analyst


• Implementation of a Unisys A9BR from scratch; • Entire support for the environment and applications;

Jun 1983 - Apr 1990

Support Analyst


FABER CASTELL 1983–1989, São Carlos, Brazil Programmer (Trainee – Senior) • RPG and Cobol programmer on several Unisys environments; • System development (Sales, Costs, Human Resources); Support Analyst • Support for the entire Unisys environment and applications development (Algol / WFL);


1993 - 1996

Business Administration & System Analysis

Universidade Paulista - UNIP



PMP (Project Manager Professional)

PMI (Project Management Institute)