Senior project manager

Assigned as Senior IT Project and Program Manager to Dell, aiming to:
• Acts as a focal point for communicating a clear roadmap within the organization and partners, and collaborates with other teams and suppliers on changes, fixes, and updates
• Ensure proper PO process and approval at SAP Ariba and follow up on monthly cost report from Brazil R&D Partners.
• Azure DevOps, Jira, and Confluence champion, guiding Brazil R&D Partners on Dell processes and Non-Compliance cleanup (ADO)
• Leading Agile, Scrum, Kanban, SAFe teams on developing solutions applying AI, ML, Deep Learning, UI, UX, COE, Python, Natural, CI/CD, Scrum, Java, etc
• Review on Azure DevOps (TFS) project migration to Jira
Starting on 18/11/2022 assigned to the 1Finance UX Stream as 1Finance UX Project Manager
From 01/07/2021 until 18/11/2022, assigned as main SPOC for Dell Assisted Support Experience (ASE) Brazil R&D Projects
• Lead Dell ASE R&D Projects during FY22 and FY23 as per below:
o Maestro Enhancements (Monitor, Password Reset Automation and Maestro UI Modernization)
o Automate Work Order
o Work Order Troubleshooting Automation
o Tamed Parrot
o Automated Parts Management
o Services Coverage Modernization
o Monitoring Tool
o Lightning Read-Only Database and Lightning Notifications App
• Drove Analysis, RFP, and Benefit files for FY22, FY23 and FY24 New, Roll Over and Extension submission
• Implemented monthly ASE Brazil R&D status and Show Case meetings with ASE leadership team
• Presented on FY22 and FY23 Dell Brazil R&D External Projects PMO – Universities / Institutes by-weekly status reviewAssigned as Senior IT Project and Program Manager to Dell, aiming to: • Acts as a focal point for communicating a clear roadmap within the organization and partners, and collaborates with other teams and suppliers on changes, fixes, and updates • Ensure proper PO process and approval at SAP Ariba and follow up on monthly cost report from Brazil R&D Partners. • Azure DevOps, Jira, and Confluence champion, guiding Brazil R&D Partners on Dell processes and Non-Compliance cleanup (ADO) • Leading Agile, Scrum, Kanban, SAFe teams on developing solutions applying AI, ML, Deep Learning, UI, UX, COE, Python, Natural, CI/CD, Scrum, Java, etc • Review on Azure DevOps (TFS) project migration to Jira Starting on 18/11/2022 assigned to the 1Finance UX Stream as 1Finance UX Project Manager From 01/07/2021 until 18/11/2022, assigned as main SPOC for Dell Assisted Support Experience (ASE) Brazil R&D Projects • Lead Dell ASE R&D Projects during FY22 and FY23 as per below: o Maestro Enhancements (Monitor, Password Reset Automation and Maestro UI Modernization) o Automate Work Order o Work Order Troubleshooting Automation o Tamed Parrot o Automated Parts Management o Services Coverage Modernization o Monitoring Tool o Lightning Read-Only Database and Lightning Notifications App • Drove Analysis, RFP, and Benefit files for FY22, FY23 and FY24 New, Roll Over and Extension submission • Implemented monthly ASE Brazil R&D status and Show Case meetings with ASE leadership team • Presented on FY22 and FY23 Dell Brazil R&D External Projects PMO – Universities / Institutes by-weekly status review
Skills: Financing · Cloud Strategy · Sales Management · Cloud Infrastructure · Border Gateway Protocol (BGP) · DWDM · Engineering Management · Databases · Relationship Building · Problem Solving · Negotiation · Computer Science · Product Management · Machine Learning · Data Science · Artificial Intelligence (AI) · Agile Environment · Team Management · Purchase Orders · Systems Integration · Information Technology · Scrum · Project Management · ITIL

• Monitor status of issues and tickets through ticket system and weekly market meetings, ensuring that issues (for 
example, defective parts), tickets, escalations and resolutions are properly followed up and documented.
• Work with external vendors, network partners, internal technical support, agents, and customers as appropriate, to 
ensure timely resolution / completion of trouble tickets and work orders and commercial discussions.
• Defined and executed Governance, Communication Plan and Project Control at Digicel Markets with weekly & 
monthly follow up meetings and covering all mapped key stakeholders.
• Streamlined Change Request Control process to cover all Digicel Markets (Central America, Caribbean and Pacific).
• Ensure that purchase orders booked are triggering proper invoicing process (from creation to approval).
• Spearheaded Digicel MAKO project controls tracking for Rollout Planning & Actual (Invoicing) as well as Risk 
Management.
• Facilitated Radio and Transmission (MW and Optical) areas on to review New Product Introduction, Low Level 
Design, High Level Design, BoM, BoQ, Site Solutions, IP Planning & Capacity Planning, Optical network feasibility 
analysis and OpenRAN introduction analysis.
• Addressed new development needed at Digi Pro (Yupana), EPMS (ZTE), ISDP (Huawei), EriSite (Ericsson) for whole 
Digicel Markets.
• Provided training in Project Management processes and tools (such as Jira, Scrum, Risk Management, Change 
Management, MS Project, MS Excel, Power BI, Business Object).
• Led Digicel's agile transformation, Innovation and Project Thinking programs for the MAKO project.
• Managed a Scrum and Kanban training program, improving team engagement by 30% and reducing response times 
by 25%.
• Assessed new vendors (Ericsson, Nokia, Huawei, and Parallel Wireless) solutions, BoMs and BoQs for Markets Year 
2 / 3 as El Salvador, Guyana, Cayman, and Suriname.

• Vital role at Offer Review Board (ORB) on reviewing LatAm Customer Support contracts to guarantee main toll 
gates are registered avoiding errors on e.g.: Handover from Sales to Delivery and to Customer Support, Product end 
of life, Contract extension or closure.
• Guarantee that invoicing process is in place and properly triggered according to purchase orders.
• During Customer Business Execution (CBE) definition and implementation, was Customer Support and Local 
Delivery main SPOC inside LatAm CBE, mapping processes using DMAIC Tools to define As Is and To Be for 
Customer Support and Local Delivery in the new Customer Centric organization.
• Facilitated inputs for risk & deployment cost for over 30 RFP's supporting pre-sales of all sizes, complexity and 
technologies contained in Ericsson product catalogue as CFR and at Offer Review Board (ORB) including Local 
Delivery and Customer Support.
• Mapped a team of Clarity and Change Request Champions to serve as first line support. 
• Executed LatAm Change Request Process on entire Latin America Region reaching 98% adherence in 2016. 
• Played a vital role in improving on processes and tools adherence from 78% on 2013 to 97% on 2016. 
• Successfully performed LatAm PMO Improvement House for attaining around 200MSEK savings by year from 2013 
to 2015.
• Pivotal in End-to-end (E2E) Change Management Program for successful implementation at LATAM, LatAm Global 
Chronos (CA Clarity), Excel, Project, and Jira Expert Driver.
• Conducted training in Project Management processes and tools (such as Jira, Scrum, Change Management, MS 
Project, MS Excel, CA Clarity PPM (Global Chronos), WBS Chart Pro, CRM360, Primavera P6 Business Object).
• Responsible for mapping, creating, implementing, gaining approval, and controlling PMO LATAM KPIs.
• Managed full System Integration / Build / Rollout successful projects from Category A until D as: RAN 2015 Services 
Etecsa, Optical Backbone System ATT Illinois US, WCDMA System ATT Kentucky US & GSM CORE Expansion 2015 
Etecsa as Project Manager.

• Implemented and Managed Demand Planning Process at Customer Unit Caribbean and Customer Unit Local &
Regional Operators.
• Responsible to drive Sales and Operation Process (S&OP) implementation at CU Caribbean and CU Local and 
Regional Operators as base for Demand Management and Planning Process.
• Ensured effective implementation and coordination of the Service Forecast Tool (SFT) at CU Local & Regional 
Operators, Customer Support and Local Delivery Areas (e.g., OSP).
• Pivotal in mapping an OSDP Plan at CU Caribbean for streamlining process adherence within CPMs by 80%. 
• Stellar at minimizing HW, SW & Services escalations at Customer Unit Local and Regional Operators by 50%. 
• Worked on efficient implementation of efficiency projects (local and offshoring) to Mexico, India, and China.
• Liaise with First Line Support and guarantee that all tickets are properly treated and reported. 
• Monitors that there is progress on leads submitted. 
• Main interface at Tactical Planning & Operations Development (TP&OD) towards the customer for activities and 
issues related to the scope of owned support contract(s), even including customer complaints, corrective actions and 
changing requirements.
• Conducted training in Resource & Demand Management processes and tools (such as Primavera P6, Resource 
Scheduling, Scrum, Change Management, MS Project, S&OP, SFT, SAIDA, CA Clarity PPM (Global Chronos)).
• Played a vital role in implementation of Global Transition & Transformation (GT&T) Program initiatives on each 
customer unit and competence domains. 
• Distinction of being involved as Escalation Manager for all matters of HW, SW and services at the respective CU

• Played a vital role in improving PDC productivity in 40% by eliminating redundant costs and processes as well as 
implemented stronger quality control methods.
• Instrumental in selling and managing the remote delivery of successful projects to VIVO BR, OI BR, AT&T USA, ICE 
Costa Rica, Entel Chile, Digicel Caribbean, Orange DR, AMTEL PR, Telefónica El Salvador, Guatemala & Brazil, 
Unitel Angola, Allstream Canada, etc.
• Steered all commercial, technical and customer relation aspects of the Performance & Design Center Americas 
(PDC).
• Accountable for Customer Satisfaction Index and for all PDC Americas Customer escalations or issues reported.
• Responsible for all PDC Project Control, Profit & Loss, Revenue Recognition, Customer Satisfaction and Change 
Management.
• Facilitated Pre-Sales with Low Level Design, BoM, BoQ, Site Solutions, IP Planning and Capacity Planning. 
• Agree on Scope of Work (SoW), Service Level Agreement (SLA), Working Level Agreement (WLA) and provide 
formal quotations. 
• Seek out commercial opportunities & strategic partnerships, dealt with all aspects of Remote Delivery marketing 
campaign also managing a team of more than 70 professionals.
• Build and maintain remote delivery opportunities/forecast pipeline.
• Ensure customer satisfaction by driving resolution of customer reported issues.
• Responsible for all professional, support and maintenance services operations and is accountable for the assigned 
market and customers for successful remote service delivery execution performance, customer satisfaction and 
financial performance.
• Implemented Global Transition & Transformation (GT&T) Program initiatives on each project delivered at PDC 
Americas. 
• Define and implement sales plans to meet remote delivery performance expectation and requirements.
• Perform root cause analysis to synthesize the problem, when needed.
• Distinction of handling overall remote delivery activities (from PDC Americas) to GSC Mexico started on May 2010 
based on the new Ericsson site strategy.

@Ericsson Inc., USA (Customer Support Project Manager) September 2005 – December 2007
Project Title: USA - Cingular / AT&T Technical Support Phase (Project WCDMA/HSDPA): Customer Support Lead for 
Illinois Market, Project with 736 Node Bs (454 Phase 1 plus 282 Phase 2) (Voice and Data)
• Collect and analyze product (SW / HW) issues reported by team members (e.g., testing different scenarios). 
• Keep track of technical issues and useful discussions with customers. 
• Monitor customer complaints and reach out to provide assistance. 
• Share feature requests and effective workarounds with team members. 
• Measure a set of clear goals and KPIs related to community.
Project Title: USA – Cingular (AT&T) Support Phase (Project WCDMA/HSDPA): Customer Support Responsible for 
Kentucky Market, Project with 96 Node Bs (Voice and Data) at Phase I (Louisville & Frankfort) and 64 Node Bs (Voice 
and Data) at Phase II (Lexington)
• Customizes and implements services delivery strategy in the market according to the business plans.
• Ensures compliance with agreed service delivery models, standards, and guarantee services delivery performance.
• Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale.
@Ericsson Central America (Project Manager) March 2005 – August 2005
Project Title: N&TC Project Manager & Customer Support Lead for Millicom (Tigo) El Salvador, Guatemala, Honduras,
and Paraguay - 850 MHz GSM Project
• Mentored a team of over 25 Engineers and maintained quality on network of 4 countries with over 600 sites.
• Involved in competence development of regional team and for the regional customer relation & project processes.
• Properly track and communicate customer outages and triggers management escalation process.
• Track Orders Booked, Invoicing processes and revenue recognition.
• Responsible for all professional, support and maintenance services operations and accountable for Millicom (Tigo) 
El Salvador, Guatemala, Honduras and Paraguay Markets for successful service delivery execution performance, 
customer satisfaction and financial performance.
@Ericsson Hong Kong (RF Leader) October 2004 – February 2005
Project Title: SmarTone - Hong Kong – Phoenix Project WCDMA
Role: RF Consultant
@Ericsson India (Project Manager and RF Leader) May 2004 – October 2004
Project Title: India TATA cdma2000 1XRTT 800 MHz Project
Role: Project Manager for Radio Network Design and Optimization
@Ericsson Ecuador (RF Engineering Manager) October 2003 – May 2004
Project Title: Telecsa Project (Alegro PCS) Ecuador CDMA2000 1XRTT 1900 MHz Fase 1 e 2
@Ericsson Mexico (NPOC Regional RND & NPI Manager) March 2001 – October 2003
Imparted training to local staff in adjusting the Propagation Model and optimized the models for all regions of Mexico 
(Regions 1 to 9) and the second phase as Regional Manager involved in rollout & quality of the system in Region 5 of 
Telcel Mexico:
• Facilitated new product launches through training of Customer Support team on new features, tracking defects and 
issues and working closely with product managers to ensure they were addressed improving Customer Satisfaction 
index of over 88%.
@Ericsson Brazil (Technical Account Manager) January 1999 – March 2001
• Defined, under KAM Structure, GSM and CDMA solutions (as Review on RBSs, BSCs, Antenna definitions and venue 
preparations) for CRT-Telefónica RS/PR/SC offers.
• Provided inputs for risk and deployment cost more than 5 RFP's supporting pre-sales of all sizes, complexity and 
technologies contained in Ericsson product catalogue.
• Coordinated BoM & BoQ creation & participated on Customer negotiation, prices definition, RFP Support, Proposals. 

Strategic Business Management & Marketing with Focu on Sales and Operations Planning (S&OP) and final graduation with 3.9 out of 4
MBA (Strategic Business Management & Marketing) from IERGS / UNIASSELVI, RS, Brazil in 2012 w/Grade A.

B.Sc. in Electrical Engineering (B.Eng.) from INATEL- MG, Brazil in 1992.