Manager Service
Resume:
Tiago
De
Paula,
ITIL,
COBIT
**********@*******.***
(407)
757
8142
13918
Ocean
Pine
Circle,
Orlando,
Florida
32828
Summary
Bi
lingual
(Portuguese
&
English)
IT
professional
with
more
than
10
years
of
experience
in
Data
Center
IT
Infrastructure
including
Service
Level
Management,
Customer
Relationship,
IT
Outsourcing,
Databases,
Operating
Systems,
Cloud
Services,
Storage,
Backup
and
Networks.
Extremely
familiar
with
24/7/365
mission
critical
environments.
Certified
in
ITIL®
V3
Foundation
and
Cobit
4.1
Foundation
and
skilled
in
Oracle
and
SQL
Server
Databases,
Unix
(RH
Linux,
IBM
AIX
(P
Series),
HP
UX,
and
Sun
Solaris)
and
Microsoft
Operating
Systems.
PMP
expected
May/2015.
Experience
Data
Center
Service
Level
Manager
April
2013
–
October
2014
(1
year
and
6
months)
UOLDIVEO
Multiple
Customers
Sao
Paulo,
Brazil
Service
Level
Manager
(SLM)
of
E
Commerce/Retail
accounts
with
a
team
of
11
professionals.
Responsible
for
maintaining
and
ensuring
the
service
level
agreements
(SLA s)
of
all
products
and
services
provided
and
of
all
customers
projects.
Customers
included
B2W,
Netshoes.com,
Nova
Ponto
Com,
MagazineLuiza.com,
LivrariaCultura.com,
LivrariaSaraiva.com,
Lojas
Americanas
and
ArgoIT.
Assisted
and
advised
customers
on
products
and
services
offered;
researched
and
solved
highly
technical
and
complex
problems.
Handled
all
customers’
complaints
and
major
issue
escalations;
Issued
refunds
to
customers
for
SLA s
not
met;
Kept
accurate
records
of
customer
discussions
and
meetings;
Utilized
statistical
analysis
to
determine
the
level
of
customer
service;
Prepared
reports
to
present
the
customer
service
being
provided;
Provided
on
site
customer
support;
and
Participated
in
manager’s
meetings
to
discuss
improvements
to
the
company s
customer
service
experience;
Worked
as
project
manager
of
Technical
(OS,
Database
and
Application
installation,
maintenance
and
upgrade),
and
Infrastructure
projects.
Key
Accomplishments:
• Black
Friday
Sales
Event,
Brazil
2013
o Manager
in
charge
of
data
center
hosting
services
for
23
stores.
o Processed
over
2
million
orders
totaling
approximately
500
million
dollars
in
one
day.
• Black
Night
Sales
Even,
Brazil
2014
o Manager
in
charge
of
data
center
hosting
services
for
4
stores.
o Processed
approximately
600
thousand
orders
totaling
approximately
125
million
dollars
in
one
day.
• Improved
Service
quality
and
customer
care
which
helped
the
company
generate
an
additional
500
thousand
dollars
in
monthly
revenue.
Data
Center
Service
Manager
January
2010
–
April
2013
(3
year
and
4
months)
Level
3
Communications
B2W
Account
Sao
Paulo,
Brazil
Service
Manager
for
the
largest
e
commerce
group
in
Latin
America,
owner
of
the
Submarino.com,
Americanas.com,
Shoptime.com
and
Soubarato.com
stores
with
combined
yearly
sales
of
approximately
1.5
billion
dollars.
Assisted
and
advised
customers
on
products
and
services
offered;
Researched
and
solved
highly
technical
and
complex
problems;
Handled
all
customers’
complaints
and
major
escalations;
Prepared
reports
to
present
the
customer
service
being
provided;
Provided
on
site
customer
support; Worked
as
project
manager
of
Technical
(OS,
Database
and
Application
installation,
maintenance
and
upgrade),
and
Infrastructure
projects.
Data
Center
Operations
Coordinator
January
2009
–
December
2009
(1
year)
Level
3
Communications
B2W
Account
Sao
Paulo,
Brazil
Tiago
De
Paula,
ITIL,
COBIT
**********@*******.***
(407)
757
8142
13918
Ocean
Pine
Circle,
Orlando,
Florida
32828
3rd
Tier
Support
coordinator
of
data
center
operations
responsible
for
a
team
comprised
of
15
technical
experts
in
Windows/Unix
Environment
and
SQL
Server/Oracle
Databases.
Ensured
the
inputting
of
all
incidents
in
a
Service
Desk
Tool
(change
management
tool);
Informed
the
customer
of
any
incidents
that
could
impact
SLA’s;
Verified
that
all
planned
changes
did
not
affect
customer
SLA’s;
Approved
all
changes
to
the
Production
Environment;
Generated
production
environment
operation
reports;
Ensured
that
the
cause
of
all
unplanned
incidents
was
determined
through
Root
Cause
Analysis
(RCA)
and
documented;
Ensured
that
all
Environments
(Operational
Systems
and
Databases)
were
up
to
date;
and
Coordinated
the
Continual
Customer
Service
Improvement;
Worked
as
project
manager
of
Technical
(OS,
Database
and
Application
installation,
maintenance
and
upgrade),
and
Infrastructure
projects.
Senior
DBA
January
2008
–
December
2008
(1
year)
Level
3
Communications
B2W
Account
Sao
Paulo,
Brazil
Lead
Oracle
and
SQL
Server
DBA
in
a
24/7
e
commerce
environment.
DBA
February
2003
–
December
2007
(4
years
and
10
months)
EDS,
and
HP
Company
Sao
Paulo,
Brazil
Oracle
and
SQL
Server
DBA
at
Telefonica
Internet
Data
Center.
Education
&
Training
Administering
SQL
Server
2000
Oracle
10g:
Workshop
Administration
I
2003
Sao
Paulo,
Brazil
2007
Sao
Paulo,
Brazil
Impacta
Tecnologia
EN
SOF
Administering
MySQL
B.S.
Electrical
Engineering
2003
Sao
Paulo,
Brazil
2002
Sao
Paulo,
Brazil
TYR
Consultores
Associados
Faculdade
de
Engenharia
Industrial
SQL
Server
2000
Performance
Tuning
and
Optimization
2005
Sao
Paulo,
Brazil
Microsoft
Certifications
ITIL®
V3
Foundation
Cobit®
Version
4.1
Foundation
#13004
Worldwide
Worldwide
Exin
ISACA
Computer
Skills
Oracle
8i,
9i,
10g,
Oracle
RAC
9i/10g,
SQL
Server
7/2000/2005
and
MySQL.
•
Oracle
RMAN,
Oracle
Data
Guard,
Oracle
ASM,
AIX
5.3
(P
Series),
HP
UX,
Sun
Solaris
e
Linux
Red
Hat.
•
Project
and
Visio.
•
Spoken
Languages
English
(fluent),
Portuguese
(native
fluency)
and
Spanish
(conversational)
Contact this candidate