AMANDA M. BASTOS

SUMMARY

Six years of experience in IT environment. Worked in a fast paced consultancy; startup; outsourcing and Mobile Solution companies. Worked on supporting areas as Service Desk to achieve their targets in accordance to the best practices like ITIL. Analytical ability enhanced in the role as a Process and Quality Analyst for managing information and building action plans.

Actually I’m working in Project Management as a Global Project Coordinator supporting a Global Program Team to transition Services and People from customers in UK and Germany to the GDCs in Portugal, Poland, India and Finland.

PROFESSIONAL EXPERIENCE

Company: Fujitsu Poland

Role: Project Coordinator - Current job since beginning of 2017.

As a Project Coordinator I assist in supporting the Global Program team in many activities from kick off stage meetings until closure reports; finance tracking and management; chasing people to accomplish Change Requests and actions; tracking reports and management of people in different countries involved in these projects and Coordination of meetings and SharePoint.

Coordination among departments and people which are involved in our Transition Projects as Finance; BPO; Cost Model operation; Operational Managers from specific customers; Transition Managers from each specific project and sometimes procurement as it’s related to Purchase Order.

Keeping and updating reports to be presented to high level management and helping with the communication when challenges appear and actions need to be taken.

Acting as a liaison among employees and areas involved in the projects when necessary.

Supporting in the coordination of the projects by assisting with schedule, budget tracking and other areas when necessary.

Being involved in the project during the life stages as the kick-off until the closure report when needed.

Assisting the Transition Managers in the weekly Check Points with the templates, actions and information needed.

Developing rapport with employees and management to make the projects are on track and make sure the actions have been followed.

Supporting managing the Program SharePoint controlling the accesses and permissions; also keeping track of various documents, POs and Cost Models.

Assisting the Program's financial tracking managing the reports received from each GDCs and making the analysis to require what is needed.

Operating along Fujitsu Services working practices ensuring compliance with the relevant local policies. The methodology used by the program is Prince2.

Assisting in identifying some CRs that need to be raised accordingly to Go live dates that each project has. Also supporting on chasing people to get the CRs raised and help the projects and the team to progress.

Company: Fujitsu Poland

Role: Lead of Wellbeing Pillar – Volunteer and current work.

As a Lead of Wellbeing Pillar we are responsible to manage the activities and actions related to wellness in the company; communication and alignment of information and new process from Global Grip team and implementation in our GDC.

Responsible for creating actions related to wellbeing as sport activities, Yoga classes, Mindfulness activities, awareness of healthy eating habits; improvement of restaurants menu and vending machines for healthy eaters, allergic people, vegetarians and vegans; assistance in spreading out information about events in the city which work to improve vegan/vegetarian and sport conscious.

Working on participating in meetings and presenting reports, information and activities going on inside our GDC.

Company: Fujitsu Poland

Role: Service Desk Agent – August 2016.

Provided technical support to the customers and also ensuring their satisfaction. Supported the Service Desk operations with its entire activities as reports and presentations when needed.

Provided technical and non-technical support to customers regarding to scanners, equipment and software applications.

Demonstrated the capacity to continually develop technical and administrative expertise to further increase knowledge, productivity, and efficiency.

Escalated calls requiring Level 2 Technical Support or Service in a timely and accurate manner with minimal delay to our customers.

Effectively and proactively managed activities in between calls;

Meet or exceed expected levels of customer satisfaction in the areas of “knowledge” and “courtesy”.

Ensure that post call “wrap-up” activities and “customer follow-up” work meets or exceeds department tolerance thresholds.

Self-managed the length of calls time to ensure effective solutions are provided to our customers in a timely manner with no compromise to the quality of support provided.

Company: Spring Mobile Solutions

Role: Process and Quality Analyst - 2014 / 2015.

Ensured the continuous improvement of the Operation Process in the company. It included dealing with Service Desk metrics as a first contact line and extended its ramifications to the other operations (2nd level(DBAs) and 3rd level(Programing)) to ensure they were interacting in compliance with the company's good practices, improvement in the ticket tools and generating actions plans to improve their communication and process.

Mapped and defined the Work Processes. (What to do and how to do).

Definition, analysis and monitoring of the Performance Indicators of People and Processes.

Elaboration of Action Plans to guarantee the improvement and sustainability of the KPIs and Processes.

Suggested and implemented improvements to Service Desk and teams when necessary.

Trained and communicated the involved teams (Brazil, Colombia and USA – Cherwell tool).

Audit Work Processes: Investigated possible Non Complains in the processes; question Solution Procedures of problems and incidents and performed reports to be presented as a result.

Incident Management: Managed the Projects tickets (Brazil and Colombia) to point out to the operational areas when and why the SLA is going to become overdue.

Company: Atos Origin Ltda.

Role: Process Analyst (Customers – Alstom/ Rhodia/ Rio2016 / Atos). 2011 – 2012.

Assisted in controlling the quality of the processes and dealing directly with the customer to guarantee good communication was stablished and the processes were aligned. Also guaranteed that global communication was aligned and new processes implemented.

Internally provided analysis and improvements of the processes in production and new processes; every week made the team aware of the Changes impacting Service Desk to align information with the team and customers and controlled Change Approvals of the processes to be implemented and followed up.

Made sure that quality control, preparation and implementation of training and customer interface were on track.

Analysis of production processes and proposes improvements when it was necessary.

Monitored the Change Approvals and proceed with the new requirements to be implemented. Ensured the Continuous Improvement for reviewing all these implemented processes.

Elaboration of flows and processes to ensure the achievement of customer requirement and quality.

Responsible for coordinating the internal and external communication for teams regarding to processes and new information from our country and also from Global Team.

Supported in elaborating some reports weekly and monthly to present the guarantee of quality.

Constantly worked with Global Service Delivery Managers, operational manager to move forward to improve the Service Quality.

Company: Exotech Ltda.

Role: Junior Support Analyst – 2011.

Provided technical support to the customers and also ensure their satisfaction. Supported the Service Desk Operation with all the activities related to our team.

User Internal Support (BASF); dealt with final users daily.

Supported in Remote assistance and Facility Program.

Settle programs, applications and operational system as Windows XP and W7.

Follow up with the customer.

Supported and solved all the user needs that were covered by the Service Desk scope and committed and engaged with the best global practices.

Company: Solvo Missão Crítica Ltda.

Role: Project Assistant. 2010 – 2011.

Assisted the Project Management Team supporting in a national level the projects related to IT Services as migration of servers from one state to another; increasing of disc in UNIX servers; changes in routers and switches; and some other specific projects.

In this experience as it was based on PMBOK practices, the contact with the customer was constant.

Supported in creation of reports and organization of information.

Monitored and tracked projects; moved on with last actions when necessary to help to progress the projects.

Followed up with the team (UNIX, Windows, Network, Storage, SAP and Service Desk) to progress the projects.

Coordinated calls between technicians and customers to set agreements and move the projects on.

Worked together with Change Management Team to make sure that all the steps in Scheduling were being followed and the change would be completed and the customer and Project Manager were notified of each step until the end.

Supported in the Project Start Documentation received from the Bid Team, added them in our worksheet tracker and started moving resources to work on the project and moving the leaders of main team to build the scheduling in the Microsoft Project. Sometimes I had the opportunity to help on building the scheduling.

Managed the resources; taxi and flight vouchers requiring them to the responsible area when it was needed.

Assisted with Meeting Minutes and administrative activities.

Company: Spread Ltda.

Role: Junior Support Analyst - (Customer VIVO - Carrier). 2007-2011.

Provided technical support to the customers and also ensured their satisfaction.

User Internal Support; dealt with final users daily.

Supported in Remote assistance and Facility Program.

Settle programs, applications and operational system as Windows XP and W7.

Follow up with the customer.

Supported and solved all the user needs that were covered by the Service Desk scope and committed and engaged with the best global practices.

EDUCATION

Course: Information System – Bachelor's Degree

Institution: Sumaré Higher Education Institute - ISES -Brazil -São Paulo

Conclusion: 2008 2nd Semester

LANGUAGES

Brazilian Portuguese - Native Language

English - Fluent

Spanish - Level B1 - (Studying)

Polish – Basic – (Studying)

CERTIFICATIONS AND COURSES

CERTIFICATIONS:

IELTS Academic Certification.

ITIL Certification - Foundation V3.

COBIT Certification - Foundation 4.1.

TRAININGS:

Excel Basic, Intermediate and Advanced - Institution: Trainning Education

MS Project Based in Project Management - Institution: Trainning Education

BPMN - Institution: Trainning Education

PMP Foundations and Advanced - Institution: Trainning Education

BPM (Business Process Management) – Applied Business Process Management - Institution: University of San Francisco - California

English Language - Institution: Wizard – Brazil and Pacific Grove Unified School District - California

Office - Windows; Word; Excel; Power Point and Internet - Institution: SENAI

CCNA – Cisco and Basic Cabling - Institution: CCEE 2005

ABROAD EXPERIENCE

Abroad experience in USA and current in Poland to enhance skills and expertise related to cross-boarder activities and dealing with different cultures and people.

TOOLS

Self-development; Project Management; PMP; PMBOK; PRINCE2; ITIL, COBIT; IELTS; BPM; English; Portuguese; Spanish; Microsoft Office; Microsoft Excel; Microsoft Power Point; Microsoft Visio; MS Project; Remedy; ITG tool; Hangout; Skype for Business; SharePoint; Power BI, Tableau; Communicator; Windows W7; Windows 10; Internet Explorer; Windows XP; Google Chrome, Google Drive, Google Maps; Google Documents; YouTube; Wix Website; Team Leadership; Process Improvement; Incident Management; Management; IT Service Management; Microsoft Word; Virtual Meetings; Information System; Cherwell.

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