Management Manager

Edilene da Silva

Service Level Manager - NALA Instore tools at HCL Hewlett Packard

**********@****.***

Experience

Service Level Manager - NALA Instore tools at Hewlett-Packard

August 2003 - Present (10 years 3 months)

Hewlett Packard Puerto Rico- Service Delivery Org for Sales tools : Aug 2003 – current

• 10+ years of experience in Customer Facing interaction to review status of services, escalations, proactive

activities in a weekly basis and daily internal follow up among different levels of support / org. Those

activities were keys to ensure about value added by service and quickly action when required.

• Solid experience in working with globally distributed teams and coordinating work delegation with offshore

teams;

• Flexible, adaptable and quick learner across multiple service delivery technologies and methodologies.

• Successful customer satisfaction surveys above 8.5 out of 10;

• Management of onsite support team handling +2,000 users among 9 client locations in LA and NA regions;

• Accountable for SLA (Quality Days and SWTT) measure consisted above 95%;

• Lead local team in transformation processes and system integration as: SAP, Instore tools

• Building and management of multifunctional, multicultural virtual teams, composed by HP managers and

Solution Architects, third parties and other internal and customer organizations;

• Strong communication skills, written and spoken(English, Spanish and Portuguese)

• Experience in ITIL Foundations and PMO processes.

• Managing Instore O2 resource pool in Quickbase to ensure hours track and invoices approval successful

Application consultant / Sewp Engineer at Procter & Gamble

December 2000 - July 2003 (2 years 8 months)

• Application Consultant / Sewp Engineer Dec 2000 – July 2003

• Responsible for research new technologies and deliver cost efficient solution

• Problem Management- Proactively look for solutions and deliver results with an End to End mentality,

performing root cause analysis thus obtaining excellent customer response.

• Project Management - Bring to life Major Infrastructure projects in the P&G environment. Successfully

participated, lead, managed and delivered regional projects at these sites.

• Resource management - Collaborate, coordinate and provide direction to global/local resources, suppliers to

meet and exceed efficiency measures requirements. Perform Technical tasks resolve problems and provide

technical advice, expertise and training to the team.

• Outsourcing Services- Provide lifecycle support to Servers, Network, Desktops Laptops, Printers, Faxes and

Copiers. Responsible for the end user Training, Desktop, Laptop and Printer support. Manage and supervise

the technical team that provides the service.

• Operational Excellence- Integrate IT support team obtains consistently high score on internal control and

FDA audits.

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• Financial Management – Forecast, track and enforce Capital and expense budget. Allocate budget based on

business and client needs and priorities.

IT Site Leader / SAP SPOC at Procter & Gamble

August 1995 - November 2000 (5 years 4 months)

• Responsible for SAP security and key users support in SAP MRP and F&A module. (100 end-users)

• Accountable for IT projects as Lotus Notes, cabling, PBX, New data center, SAP R3,

• Network administrator

• IT resource and suppliers management

Languages

Portuguese (Native or bilingual proficiency)

English (Professional working proficiency)

Spanish (Professional working proficiency)

Skills & Expertise

IT Management

IT Service Management

ITIL

Business Intelligence

Cisco Technologies

PMO

Service Management

PMP

SAP

Project Delivery

IT Outsourcing

Business Analysis

IT Strategy

Outsourcing

Project Portfolio Management

IT Operations

Service Delivery

Vendor Management

Troubleshooting

ERP

Software Project Management

Windows Server

Project Management

Active Directory

Integration

Sla

Management

Resource Management

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Solution Architecture

Disaster Recovery

Leadership

Enterprise Architecture

Data Center

Business Process

Education

FTec-SP Brazil

Bachelor's degree, Computer Science, 1994 - 1998

FFCL SPaulo Brazil

Bachelor's degree, English Language and Literature/Letters, 1989 - 1993

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Edilene da Silva

Service Level Manager - NALA Instore tools at HCL Hewlett Packard

**********@****.***

Contact Edilene on LinkedIn

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Contact this candidate