⇨ Professional Experience
:: Atlassian Consultant
SelectStar - (Remote) Edmonton, AB - Oct 2023 to May 2024
- Lead consulting engagements with clients to understand their business needs and align Atlassian solutions accordingly.
- Implemented and configured Jira and Confluence for clients, ensuring optimal performance and user experience.
- Conducted demoing sessions for end-users and administrators to enhance their proficiency in utilizing Atlassian tools.
- Collaborated with cross-functional teams to integrate Atlassian tools with other systems and applications.
- Provided ongoing support and troubleshooting for Atlassian products, resolving issues promptly and efficiently.
:: Systems Administrator
SkipTheDishes - Winnipeg, MB - Apr 2018 to Aug 2023
- Implemented the Shared Services Portal using Jira Service Desk, unifying and enhancing support processes within the organization.
- Restructured the Organizational Unit in G Suite, enabling customized security rule implementation based on geographical areas and/or Cost Centers.
- Responsible for the migration of Jira from On-premises to Cloud, consolidating 2 Jira instances ensuring scalability and accessibility across the entire organization.
- Established standardized project workflows through the Issue template, enhancing project consistency and providing greater visibility to the Service Delivery Team.
- Developed a set of automation, effectively integrating projects and optimizing processes within Jira.
- Optimized IT processes with Jira Service Desk (ITSM / Project Management) and Jira Software (Agile / Scrum / Kanban), resulting in increased efficiency and standardization.
Key Statistics: Managed 650 Jira Projects, comprising 150 Service and 500 Software projects / Oversaw user base of around 5,000 users spread across 20+ countries.
:: Systems Coordinator
Unimed - Brazil - Apr 2016 to Jan 2017
- Implemented the Service Desk using GLPI, as result, the support processes were improved.
- Implemented the 1st Level Support, improving ticket resolution time and user satisfaction.
- Implemented the Information Security Policy, based on ISO/IEC 27002, enhancing data protection and mitigating potential security risks.
- Worked on the Information Technology strategy, reviewing the IT budget.
- Coordinated a project to integrate 2 different ERPs used within the company (Philips Tasy and Totvs Protheus), facilitating seamless data flow and process optimization.
- Oversaw a team of programmers responsible for maintaining Legacy apps and ERPs, ensuring timely updates and improvements to support business needs.
- Led a team of IT support professionals, skilled in Infrastructure, Database, and Service Desk Support, guaranteeing efficient IT services.
- Conducted performance reviews to evaluate and recognize the team's achievements and identify areas for improvement.
Key Statistics: Managed 30 IT professionals: 18 support, 12 developers / provided support to 3 hospitals, 11 clinical analysis labs, and the headquarters office, ensuring uninterrupted operations.
:: IT Governance Coordinator
CGI - Brazil - Aug 2008 to Jul 2015
- Increased revenue through outsourcing contract reviews, unifying ITSM environments, and standardizing processes and IT deliverables.
- Collaborated with clients to implement ITIL processes aligned with their business requirements, ensuring compliance with outsourcing contracts, resulting in operational efficiency.
- Planned and established the "Crisis Team," reducing response time to major incidents in critical environments.
- Implemented a comprehensive Risk Management Process, engaging cross-functional teams, monitoring risk indicators, and proactively addressing operational risks.
- Led the BMC Remedy migration project from Brazil to Canada, reducing the support and license costs.
- Led CMDB project, ensuring its successful implementation, oversaw data population, and facilitated integration with other legacy systems.
- Implemented the Service Request Process (Non-Standard Deliverables), generating additional revenue of 850,000 USD/year.
- Conducted performance reviews to evaluate and recognize the team's achievements and identify areas for improvement.
- Key Statistics: Managed a team of 12 IT professionals and oversaw Service Level Management for huge companies in Brazil, including Neoenergia, EDP, Comgas, and other prominent organizations.
