Quality Information Technology

MARILENE GIUZIO

Pembroke Pines, FL +1-754-***-**** (mobile)

***** - *** ********.******@*****.***

linkedin.com/in/marilene-giuzio

OBJECTIVE: IT – SENIOR QUALITY AUDIT / QUALITY SUPPORT QUALIFICATIONS

Professional with 8 years of experience in conducting and leading internal quality audits based on the ISO 9001:2008 standard in one of the biggest global Information Technology companies – Hewlett-Packard Serviços.

Large experience in supporting external quality audits from planning to execution.

Broad experience in Quality Support, training skills for both preparation and conduction, strong performance in operational and quality process improvements in several different countries in the Americas, such as Brazil, Mexico, United States and Canada, face-to-face and remotely.

Agility, flexibility and quick understanding ensuring effective solutions in a short time, as well as motivation by challenges and results oriented, minimum supervision, interpersonal relationship skills and easy communication in all hierarchical levels and multicultural environments.

Solid know-how in the Microsoft SharePoint tool obtained through the control and maintenance of documents repositories, lists, processes and management of the Quality System as a whole.

Bachelor in Business Administration, ISO 9001:2008 Quality Management Lead Auditor Certification, ISO 9001:2015 Internal Auditor Certification, fluent Portuguese, English and Spanish.

PROFESSIONAL HISTORY

HEWLETT-PACKARD SERVIÇOS LTDA. May 2004 to Jul 2016 Quality Assessor (Nov/2008 – Jul/2016)

Metrics Analyst (Jul/2006 –Oct/2008)

Ticket Manager (Mar/2006 – Jun/2006)

Systems Administrator Jr. (May/2004 – Feb/2006)

As the Americas ISO 9001:2008 lead, I coordinated the Americas Quality Management System (2015 and 2016), which included Brazil, Mexico, United States and Canada, planning, implementing and following up on pre and post-audit actions, ensuring the objectives established by the local and regional management were accomplished making them more stable and effective, maintaining the quality certification, thus obtaining a key requirement for new and existing client contracts.

Participated on the migration of the ISO 9001:2008 certification from local to regional level and from regional to global level, optimizing processes, raising awareness and preparing operational teams in 2014 and 2015, reducing certification costs significantly and finally obtaining a global quality certificate (ISO 9001:2008) in 2016, which made the company become a pioneer in the world for this kind of certification.

Supported the ISO 9001:2008 external quality audits during 8 years, preparing and engaging the involved teams, developing execution agendas and following the registrar on-site visits in Brazil and in the United States.

Conducted and leaded ISO 9001:2008 internal quality audits on the Information Technology Outsourcing organization (ITO) over 8 years, identifying nonconformances and opportunities for improvement on the processes and presenting them to the leadership in a formal report format.

Followed all improvement plans generated by quality audits, as well as their effectiveness, through the control tool CQATS (Common Quality Audit Tracking System), ensuring all internally established deadlines were met.

Developed and conducted local and remote trainings about the Quality Management System and the ISO 9001:2008 standard, focused on all the operational teams and quality focal points in the Americas.

Supported the Global Learning & Development team recording audio translations in Portuguese annually for the Introduction to Quality training designated to all employees.

Supported the Global Service Excellence team checking NPS (Net Promoter Score) surveys translated into Portuguese before they were sent to the clients.

Conducted monthly conferences with the Americas Quality Coordinators team, providing relevant information about the Quality Management System and the certification process.

Acted as the Brazil Quality Champion (focal point), supporting the operational areas in all quality subjects during 8 years.

Leaded, prepared and executed the ISO 20000 internal audit (Information Technology Service Management) in the Global Service Desk team located in Brazil, followed and supported the ISO 20000 external audit ensuring positive results (zero nonconformances) and the acquisition of a local certification to the team, which was a key requirement to new and existing client contracts.

Played a very active role on the Gap Analysis process, Internal Audit, training and preparation of the Application Services Brazil team (Apps Brazil) located in different sites in Brazil and of the Application Services Mexico (Apps Mexico), obtaining the ISO 20000 certification with success to those areas in 2015.

Conducted and leaded End-to-End audits focused on specific clients (local, reginal and global) with the objective of identifying deficiencies and opportunities for improvement in their internal processes, preparing reports with scores and maturity levels of each process and, based on those results, presenting suggestions for improvements to the leadership.

Managed all the documents and records repositories of the Americas quality team on the Microsoft SharePoint and Web Publishing tools, creating controls, working on maintenance and improvements, ensuring the information was protected, organized and up-to-date.

Developed and created a Quality Management System portal on the Microsoft SharePoint tool based on the same system used on the Americas, customized to the USPS organization (United States Public Sector), ensuring that all the quality requirements were met and the processes could be adjusted and monitored by the quality team on that organization.

Worked as the Records Coordinator on the Americas quality team, controlling and keeping all records generated by external and internal audit reports, purchase orders, audit working papers, meeting minutes, etc, ensuring that all relevant history of the team was stored in a controlled and secure repository, besides being reflected in a global Records Control tool and complying with a legal requirement of the company. EDITORA GRÁFICOS BURTI LTDA. Jan 1996 to Apr 2004

Segment: Printing

Position/Area: Budget

CONAUTO ADMINSTRADORA DE CONSÓRCIOS LTDA. Jul 1992 to May 1995 Segment: Leasing Administration

Position: Administrative Assistant / Sales Support EDUCATION

Business Administration – Universidade Paulista – São Paulo, Brazil – 2012 CERTIFICATIONS

ISO 9001:2008 Quality Management System Lead Auditor - BSI Group America Inc. – São Paulo, Brazil - 2015

ISO 9001:2015 Internal Auditor – BSI Group America Inc. – Texas, United States - 2016 Transition Course from ISO 9001:2008 to ISO 9001:2015 - BSI Group America Inc. – Texas, United States - 2016

COURSES

ISO 9001:2008 Overview – Hewlett-Packard Serviços – São Paulo, Brazil - 2008 ITIL Foundation – HP University – São Paulo, Brazil - 2009 ISO/IEC 20000 Implementation and Internal Auditor - BSI Group America Inc. – Texas, United States - 2011

LANGUAGES

Portuguese: fluent

English: fluent

Spanish: fluent

ADDITIONAL INFORMATION

40 years old

Available for travel

***

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