IT services delivery, support manager, English, Spanish, Portuguese

RÉSUMÉ

Ronaldo Radünz

Rua Alves Torres, **

Porto Alegre, RS, 91720-190, Brazil

+55-51-323*-**** (home)

+55-51-847*-**** (mobile)

E-mail: *******@*****.***

br.linkedin.com/in/rradunz/

Objective: Delivery Manager

PROFILE

Great problem solver skills, self starter, many years working for large organizations, hands on experience

with the latest technologies, with strong organizational, multi-tasking, and time-management skills.

KEY SKILLS

TECHNICAL

Project Management with MS Project

Service Management with ITIL

24x7 IT Operations Management

IT infrastructure hands on skills

Data Communications, M2M Systems

MANAGERIAL

Creative entrepreneur, good negotiation skills

Consulting and software sales support experience

International experience with English & Spanish language

Team building & management

Business development, sales management

EDUCATION AND TRAINING

Bachelor in Computer Science by Universidade Federal do RS

Several extension courses from hardware/software vendors

ITIL Foundations V2 Certification

Microsoft W indows Server MCP Certification

ERP Oracle EBS Procure to Pay (GL, AP, AR)

IBM DataStage 7.5.1 (ETL)

COGNOS Reportnet Advanced (BI)

Project Manager Training

BPMN – Business Process Management Notation 2.0

LANGUAGES

Native Portuguese

Fluent English

Intermediary Spanish

INTERNATIONAL TRAVEL

U.S. of America – Business Meetings and Training

Mexico, Spain, Norway – IT Outsourcing Project Work

Argentina, Uruguai, Paraguai, Bolívia – tourism visits.

PROFESSIONAL EXPERIENCE

(2013/01 - present) Symantec Corporation - Brazil

Service Delivery Manager

Responsible for service installation, coordination and delivery supervision of IT managed services to large

customers in Brazil, Norway and Spain. Coaching and mentoring of service delivery team.

As the account manager, owns customer relationship and is the escalation point and incident manager of

major service delivery issues that impact on customers. Responsible for SLA compliance and customer

satisfaction. Granted awards for innovation on delivery operations – automation of SDM role. Successfully

reclaimed two managed services customers in Europe.

(2010/10 – 2012/03) DELL IT Brazil

IT Manager

Managed Service Desk and L2 Incident and Problem teams responsible for supporting custom and off the

shelf applications development and test teams (install, monitor, deployment, asset management services).

Coordinate with project, development and test managers, to build and manage environments and allocate

defects to SME as required.

Accomplishments: implemented new tools and ITIL processes, coordinated “follow the sun” handoff with

offshore teams, career development and mentoring for team members, created internal customer

experience feedback forms and polls, supported ITIL certification across the board. Team members were

based in US, Brazil and India (15 full time employees, 2 interns).

(2011/09 – 2012/02) Dell Services Mexico

Project Manager

Led critical application support transition in a multimillion dollar full IT Outsourcing project. Transition team

included employees from Brazil, Mexico, USA and India (local and virtual leveraged teams).

Accomplishments: knowledge transfer of all customer core business applications from three incumbents to

Dell Services. Data center assets transfer from legacy data center to a new data center 800 km away. New

production and test environments created, hardware refreshed and most servers virtualized. Level 2 and

Level 3 applications support team building. Creation of AS support documentation. All processes were

aligned with ITIL best practices, e.g. Service Desk function, Incident, Problem and others. Project was

completed in time and within budget.

(2007/04 – 2010/10) DELL IT Brazil

Test Environments Coordinator, Global Team Lead

Dell test environments include thousands of W indows 2000, 2003, 2008 and Linux servers plus SAN/NAS

storage and network components like Big-IP, firewalls, routers and switches housed in many datacenters

across the globe. Hands on support for the following platforms/products: Weblogic, WebMethods, IIS,

Apache, Tomcat, SOA, SOAP, XML, Loadrunner, Remedy, Quality Center, Oracle ESB, and others.

Accomplishments: remote deployment and proactive monitoring for all DFS portfolio, creation of new

performance test environment, collaborating on in-house tools development, mentoring junior team

members, support process improvements through use of Service Desk, security assessments and audit,

environment usage arbitration. Team members were based in US, Brazil and India (15 full time

employees).

(2006/01-2006/09) RCI Consulting S/A

Support Manager

Accomplishments: Reorganization of company’s support department to provide professional services for

customers. Deployment and support of Cognos Business Intelligence and Corporate Performance

Management tools. Proposed several changes in the way the services are provided, including new software

tools and processes (loosely based on ITIL practices). Also worked part time on ETL projects as a

developer with MySQL, MS SQL DTS and IBM DB2 and Oracle databases with DataStage.

(2005/06-2006/01) Banco de Brasília – BRB

Production and Support Coordinator

Accomplishments: Responsible for technical coordination of outsourced team (37 FTE). Led web,

networking, security, databases, EDI and Unisys MCP mainframe teams. Coordination between the teams

supporting Production (mainframe and low platform servers). Coordinated projects Site Backup (backup

data center) and new monitoring system/help desk deployment.

(2002/01-2005/06) Banco do Estado de Santa Catarina – BESC

Support Consultant, Team Lead

Accomplishments: Technical and administrative supervision of outsourced team

(20 FTE). Active role as an architect and developer for a large web report system, designed to allow branch

employees to access all Unisys MCP mainframe reports (due to the performance problems with the old

COLD System). This resulted in several thousand dollars in savings for the customer. Responsible for the

EDI services (data interchange with other banks and partners).

(1987-2002) Radünz Comercio e Servicos

Technical Director (owner)

Project management/outsourcing manager for large mainframe customers. Pre-sales and post-sales

support for software products ranging from ODBC database utilities to Performance Analysis and Capacity

Planning. Application development and test with ASP, VBScript, JavaScript, PHP. Application development

and test with Delphi, Visual Basic, Cobol, Algol. Mainframe platform integration projects with web-to-host,

middleware components. Results: small business with 15 year success story with a team of 30+ employees

and expressive sales to large corporate customers.

Other technologies and activities performed

Pre-sales and post-sales support for software products ranging from ODBC database utilities to

Performance Analysis and Capacity Planning.

Support and configuration for Weblogic and Webmethods.

Monitoring tools support and deployment

Database management – MySQL, MS SQL Server, Oracle, ETL

Application development and test with ASP, VBScript, JavaScript, PHP, Joomla, Blogger

Application development and test with Delphi, Visual Basic, Cobol, Algol

Mainframe platform integration projects with web-to-host, application modernization, middleware

components.

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