Moises Oshikava

⇨ 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.

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