Manager Project

Ana Paula Nunes Silva

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

Phone: +1-650-***-****

Mountain View – CA – USA

Professional Goals / Objective

Work aligned with the company’s strategic plan. I would like to work with projects and teams in the fields of Information Technology, Business Process, Data Analysis, Auditing and Quality Assurance. Use my creativity and resourcefulness towards helping the company achieve its mission and objectives. Profile

Dedicated, resourceful professional who can easily adapt to changes in organizational strategies, is focused on results and very easy to relate to. Experienced in managing Service Desk and Field Service teams. Experienced in elaboration, implementation, administration and support of IT systems and services. Experienced and trained in managing people and projects. Experienced and trained in mapping and optimizing business processes. Experienced in control of operation indicators, with continuous analysis of efficiency, performance and quality. Knowledgeable in project management and business processes analysis.

Education

Professional Program in Data Analysis – University of California, Berkeley - 2017 to 2018 Specialization in Business Process Management - Catholic University of Minas Gerais - 02/2012 to 03/2013 Bachelor in Information Technology - University Center Newton Paiva - 02/2005 to 07/2009 Additional Courses:

- Projects Implementation with SAP Solution Manager SMI310 (SAP);

- CAPM - Certified Associate in Project Manager

(PKM Consultants);

- Aris Business Designer/Publisher/Architect

(Software AG);

- Business Processes Modeling with BPMN

(Next Consulting);

- Helpdek implementation with ITIL fundamentals (HDO);

- Project Management (FGV - Fundação Getúlio Vargas);

- SAP WBREPG_95 Workshops EPG SolMan 7.1 (SAP);

- SAP Solution Manager Workshop Hands-on (SAP);

- ITIL Foundation (IT Service Management);

- Competences in Helpdesk (HDO);

- Formation of Leaders (Microcity);

- COBIT Foundation.

Certifications

Cobit Foundation Certificate

ITIL Foundation Certificate V3

ITIL Foundation Certificate in IT Service Management V2 Career History

C2R Engineering - Mountain View /CA

Role: Computer Technician Consultant / Assistant Manager Start: 04/2016 End: 03/2017

Experiences and roles: Examine and evaluate current systems. Train users and workers on new operating systems and Stay current with current technologies and technical developments. Configure Workstations with Required Computers and Peripheral Devices. Installation and configuration of appropriate software and functions according to specifications. Administrative tasks, including projects management and scheduling. Creation spreadsheets, invoices, projects and presentations.

Nexus Consult – São Paulo/Brazil

Role: Process Consultant

Start: 12/2013 End: 02/2015

Experiences and roles: Managing process change. Leading process redesign workshops. Educating business users responsible for managing indicators and operating business processes. Monitoring, measuring and providing feedback on process performance. Process workshops that involve eliciting process requirements and liaising with users. Applying their knowledge of business process modelling notations to documenting processes. Prime Systems – Belo Horizonte / Brazil

Role: Project Manager / SAP Solution Manager Analyst / Customer Support Start: 01/2012 End: 10/2014

Experiences and roles: Participated in the implementation project of SAP and its integration with ARIS Architect and Designer, in five companies of Seculus Group. Responsible for the alignment of business process methodology with the implementation of SAP (ASAP Methodology). Great focus on results (profitability), time and quality, aiming return to the companies of the group and its sponsors. In the phases Project Preparation, Business Blueprint, Realization and Preparation, was responsible for all the business analysis tasks and during the phases Go-Live and Support, was responsible for everything related to support and execution. Microcity Computadores e Sistemas – Nova Lima / Brazil Role: Service Desk Coordinator / Project Manager / Business Process Analyst / Customer Support Start: 11/2005 End: 12/2011

Experiences and roles: Focus in results; Quality; Granular scope management; Stakeholders interests management, using communication techniques specific to each individual; Teams management; Differentiated interpersonal communication strategies to guarantee customer satisfaction, customer service and maximum return on investments made by them. During my time at this company I played three distinct roles:

Service Desk Coordinator, where I was the leader and coordinator of Service Desk team.

After-sales and Roll-out Analyst, where I was responsible for control and execution of projects, rollout and after-sales, and relationship between IT and the other sectors of the company and customers.

Business Process Analyst, where I implemented and customized Microsoft CRM Dynamics, projected and renovated the processes based on ITIL v3, Cobit e IS0 20000, implemented HP Service Manager, mapped and optimized company’s operational and strategic processes.

Languages

Portuguese: Native Speaker

English: Intermediate-advanced

March 2017

Ana Paula

Nunes Silva

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