Caleb Fagundes

Cria elos entre departamentos, lidera melhorias e empodera pessoas para utilizarem a seu potencial.

Talento

Louveira, LouveiraMembro desde 31 de dezembro de 2025

ServiceNowPowerBiGrafanaITIL4ITIL3BPMN process modelingRequirements review and change approvalTeam managementIncident managementRelease managementSupply chain managementProcess improvementGlobal Trade Management (GTM)Crisis managementWorkaround planningOperations advisor on Business Continuity Planning (BCP) implementation

Contratar esta pessoa

Envie uma proposta de trabalho diretamente para este candidato

ServiceNowPowerBiGrafanaITIL4ITIL3

Sobre

Welcome to my profile! I'm Caleb, with more than 15 years of experience at Dell Technologies, where I lead local and global projects that directly impact operations in Brazil. My expertise covers requirements review and change approval, translation of business requirements for Engineering and IT, BPMN process modeling and team management.

I'm also experienced in customer support, support escalation and incident management. I work in the release management of tools for operations, development of training and coordination of weekly meetings, always focusing on defining priorities and solving operational and software problems. I have a strong commitment to mobilizing IT and business resources, continuously improving processes with automation and preventing escalations.

I am responsible for ensuring compliance in annual departmental audits of cybersecurity and integrated management system. I provide support in executive presentations, I also use tools such as ServiceNow, PowerBi and ITIL4 best practices. I work independently recognizing the next steps with minimal coaching.

With an end-to-end view and experience in the supply chain, I am increasingly prepared to face complex challenges. Let's connect and exchange experiences and knowledge?

Experiência

Project Lead/ Operations Support Lead at Dell Technologies (2022-09 – Present)

Lead materials team and 3PL partners in One Dell Way (transformation initiative)
Leadership and coordination on process improvement projects that affect the supply chain operations in Brazil, covering the scope of production planning, inventory management, factory processing, reverse logistics, import and nationalization, purchasing/procurement, demand supply and receipt of raw materials
Coordination of the operations support team, that supports a wide range of processes, this incurs from the creation of the customer's order to the shipment of the product and also reverse logistics process
The treatment of problems is integrated with the areas of IT, Software Engineering, Industrial Engineering and specialists from various areas that support the operation in Brazil
Lead materials/receiving team on implementation of Warehouse Management System (WMS/WDS)
Lead implementation of reverse logistics process, generating $450K of saving (yearly)
Customer order management (COM)
Project Lead on ERP/WMS system upgrade
Development and application of trainings on product launches
Conducting weekly meetings to identify opportunities for improvement
Mobilization of resources of IT teams and technical business (Operations, IT, PCP, Inventory, Engineering, Logistics, etc.) to avoid impacts to stakeholders in the Supply Chain
Lead process improvements with a focus on automation
Coordination of weekly User Acceptance (UAT) and post-installation testing for changes
Creation of workflows and documentation for process improvement
Consulting for changes and improvements in process to the operations team in Brazil
Departmental Officer for ISO9001, ISO14001, ISO 45001, ISO50001, PE342.03, RBA
Responsible for annual cybersecurity audits and record retention
Coaching, performance reviews (feedback session), succession planning (analysts, trainees)
Translator of business requirements for IT and Engineering
BPMN process modeling
Use of ServiceNow, PowerBi, Grafana, ITIL4

Sr. Operations Specialist at Operations Command Center at Dell Technologies (2017-10 – 2022-08)

Development and execution of training for new hires
Alignment of the action plan with the initiatives
Escalation and submission of trouble tickets for all application outages
Order life cycle management
Operations advisor on BTS - Build to Stock process implementation
Contact with different teams in the supply chain to remedy disruption in the operation
Developing continuous improvements in the process with a focus on automation
Creation of workflows and documentation to improve processes
Identification of gaps, prevention of escalations and driving to resolution
Planning and gathering of requirements with different areas
Coordination of weekly User Acceptance (UAT) and post-installation tests for IT deployments/changes
Testing plan (labor, meals, transportation)
Consulting for changes and improvements in process to the operations team in Brazil
Participation in auditing for ISO9001, ISO14001, ISO 45001, ISO5001, PE342.03, RBA
Development and application of feedback (analysts, trainees)
ServiceNow, PowerBi, Grafana, ITIL4
Support and leading on process improvement projects and incident management on applications that affect the supply chain operations in Brazil, covering the scope of production planning, inventory management, factory processing, reverse logistics, import and nationalization, purchasing/procurement, demand supply and receipt of raw materials
Coordination of the operations support team, that supports a wide range of processes, this incurs from the creation of the customer's order to the shipment of the product and also reverse logistics process
The treatment of problems is integrated with the areas of IT, Software Engineering, Industrial Engineering and specialists from various areas that support the operation in Brazil
Support coordination of Warehouse Management System (WMS) and reverse logistics process

Control Room / Command Center Analyst at Dell Technologies (2010-10 – 2017-09)

Follow-up of new hires
Participation in weekly meetings
Incident management, support escalation and trouble ticket submission for all application outages impacting Supply Chain/Sales & Operations
Order life cycle management
Support of Warehouse Management System (WMS) and reverse logistics process
Participation in teams for palliative solutions (workaround planning)
Contact with different teams in the supply chain to remedy disruption in the operation
Participation in continuous improvements in the process with a focus on automation
Investigation of process gaps
Requirements collection with different areas
Assistance in weekly User Acceptance (UAT) and post-installation tests for IT deployments/changes
Participation in auditing for ISO9001, ISO14001, ISO 45001, ISO5001
Use of ITIL3

Manufacturing Administrative Assistant at Dell Technologies (2010-03 – 2010-10)

Serving as a primary point of administrative contact and liaison with MFG and other business teams. Supervising and distributing information within an organization, such as taking memos, answering phone calls, and managing, storing, and organizing files. Providing a diverse range of office support, such as composing and preparing materials, coordinating schedules, handling communications and assisting with bookkeeping and budgeting operations.

Maintains the integrity of the Department file system in an organized manner in order to facilitate ongoing production and audit trail requirements
Responsible for Vacation scheduling to MFG operators
Monitoring on production line efficiency

Trainee at CX - Customer Experience at Dell Technologies (2009-06 – 2009-12)

Experience in the areas of Customer Success and Foreign Trade
Assistance on definition of customer experience metrics and data governance
Participation in customer experience meetings for different levels of the organization (manufacturing, sales, global production planning, after-sales support, etc.)
Participation in the development of methodologies to improve data measurement and analysis
Proposals for initiatives for improvements
Consistent monitoring of customer experience progress
Contact with internal logistics teams, customs brokers and 4PL suppliers
Interpretation of international trade regulations
Maintenance of regional import/export documentation (commercial invoices, entry documentation, licenses, permits and tariff rules, etc.)
Use of Global Trade Management (GTM) systems as part of classification, licensing, export/import management, and denied party triage

Manufacturing Operator at Dell Technologies (2007-01 – 2009-06)