Marcelo Quintino Da Silva

Professional Summary

Highly motivated with 20 years’ experience on critical IT area acquired acting as support/integration team leader, Lean Coach, software development leader, business analyst using standard frameworks like ITIL and Agile. Well versed in software development, Unix environment support and monitoring of custom enterprise applications, internet services and computer network. Friendly and approachable with excellent communication and leadership skills.

Work History

IBM - Business Analyst

11/2016 - Current

●Collaborated with IBM workforce in GBS and GTS business unit team members to design new applications system to enhance client requirements for mobile computing capabilities.

●Conducted meetings with the stakeholder to gather users' need and identify pain point.

●Prioritized the users' needs with the program manager, project manager, and the development team.

●Identified who the users are and understand what the users do and create, when applicable, user scenarios and use cases.

●Maintained and created release documentation.

●Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.

●Reviewed files, records and other documents to obtain business information and key data in order to respond to development requests.

●Implemented business and technical client training on new systems and supervised software integration on client's website.

●Conducted interviews with key business users to collect information on business processes and user requirements.

●Worked closely with software development and testing team members to design and develop robust on-demand workforce information solutions to meet client requirements for functionality, scalability and performance.

●Worked effectively with cross-functional design teams to create software solutions that elevated client-side experience and significantly improved overall functionality and performance.

●Collaborated on all stages of systems development lifecycle, from requirements gathering to production releases.

●Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.

●Developed wireframes and mockups for new system designs.

●Met with stakeholders to Establish the business needs thru stakeholders’ map, business requirements, business rules, usability goals.

IBM - Senior Software Developer

02/2016 - 11/2016

Migrated the billing system from HP Alpha environment to HP Itanium running on HP OpenVMS operating system. The billing environment started to be developed back on 80's and received several changes and improvements during the last 2 decades. The two major challenges were the lack of system documentation and the high complexity inherent of telecom billing systems.

Identified the root cause of differences in the outcomes on new environment when compared to the old one. Proposed solutions based on the process/business analyzes. Implemented the solutions in the system using the languages HP BASIC, HP DCL, or C to be processed by Sybase CPRE to produce isql files.

IBM - Lean Consultant

11/2012 - 02/2016

●The LEAN Team was responsible to support the areas and projects in IBM GBS - CIC in Brazil, Mexico and SSA and external clients.

●Responsibilities: Reporting to the LA Lean Leader, I was responsible to:- Manage the activities of identifying and prioritizing opportunities for improvements to the business/process;- Identify stakeholders;- define scope based on the users/client/customer expectations;- Map current business/process state;- Identify and measure wastes;- Design and propose improvements to the business/process;- Assess and prioritize the improvements by negotiating with the stakeholders;- Define the implementation plan, manage and oversight implementations;- Measure and report the benefits using IBM LEAN Six Sigma methodologies.

●Experienced in using LEAN office and Six Sigma tools inside IBM and on external clients.

●I achieved the Experienced Level in the Enabling the Globally Integrated Enterprise capability (Enabling the Globally Integrated Enterprise involves working with IBM internal and external clients to enable the optimization of all aspects of IBM's global business to create client value.

●It involves leveraging IBM's human capital, management expertise, financial resources and marketing and communications to maximize talent, effectively manage resources, reduce business risk and enhance IBM's image.

●It also involves policy setting, regulatory compliance, and the optimization of IBM's internal support infrastructure.).

IBM - Technical Team Leader

04/2009 - 11/2012

●Led the Enterprise Application Integration Production Support team with 18 resources located in Brazil and responsible for Sprint/Nextel Enterprise Application Integration systems.

●Managed the applications and services running WebSphere DataPower, Application Server, Message Broker, MQ, web server and custom applications created internally by Sprint developers.

●Deployed new versions to production environment of EAI applications.

●Debugged and fixed environment issues.

●Provided support, assessed and assisted in issues reported by the end user or identified internally.

●Improved the production service quality and monitor all EAI applications.

IBM - Lean Change Agent

07/2009 - 12/2010

Responsible, as part of the team responsible to implement the LEAN methodology in the Sprint Account for production support tickets, to support of the broader business strategy and to:

●Participate in the assessment of the core stream which defined the production support ticket process by depicting the current process and collecting metrics.

●Evaluate, propose and implement improved processes, elaboration of standard guidelines for tools and tasks, develop new tools, and identify new metrics and process indicators.

●Roll out of the improved process to all 26 other team for 6 months, provide training on the new process, guidelines, tools and LEAN methodology reaching all 133 resources (37 positions were closed due Sprint lay-offs);

●Support and oversight all production support team after the improved process implementation providing guidance, help and training when necessary;

●Collect metrics and provide measured results achieved by the improved process (Quality - tickets resolved on 1st investigation - from 37% to 95.6%; # of Escalated tickets from 617 to 239; Effort Reduction/Tickets of 31.2%).

Award: Recognition for excellence on IBM LEAN activities for Sprint/Nextel Project on production service call tickets.

IBM Subcontractor - Technical Team Lead

04/2006 - 03/2009

●Led the Enterprise Application Integration Production Support team with 18 resources located in Brazil and responsible for Sprint/Nextel Enterprise Application Integration systems.

●Managed the applications and services running WebSphere DataPower, Application Server, Message Broker, MQ, web server and custom applications created internally by Sprint developers.

●Deployed new versions to production environment of EAI applications.

●Debugged and fixed environment issues.

●Provided support, assessed and assisted in issues reported by the end user or identified internally.

●Improved the production service quality and monitor all EAI applications.

FITec - Brazil - FITec, Business Analyst/Java Developer

01/2004 - 01/2006

Project description: The DMX Atomic Cross-Connection Project was intended to implement features to the management software responsible to handle the new DMX (Data Multiplexer) Cross-Connection functionalities.

Traveled to US to meet with the main stakeholders in order to understand the business needs related to the new hardware.

Responsible to:

●Meet the engineering teams in order to understand the functionalities of the new hardware;

●Meet the business representative in order to understand the marketing requirements based on end-user needs;

●Work with the senior requirements analyst in order to align the requirements specifications for new product version with the previous one, and update the traceability matrix;

●Work with the project manager in order to the prioritize the requirements aligned to the deployment road map;

●Meet with the former developer (now acting as development advisor) to assess the new requirements and proposed solution;

●Update all documentation with the required information related to the new product version;

●Manage the validation/approval of updated requirements documentation with the project manager, senior requirements analyst, marketing representative, engineering team and development team;

Project Description: Enterprise Message System Project

●Created a message system designed and coded using Java, AJAX, and CSS to handle text, voice and video traffic end-to-end; and change the message system server to receive the new web traffic using C/C++.

Eldorado Research Institute - Software Project Manager

03/2000 - 03/2004

●Started as infrastructure support analyst for the software development area, and later as Software Development Team Leader.

●Participated in the CMM level 2 certification process in the Subcontract Management Key Practice.

●Conducted projects of software development: by planning, managing and tracking the scope, team leading, and coaching.

●Participated in the analysis, definition and implementation of CMM and ISO9000:2000 process into the Eldorado Development Software Area.

Mannesmann VDO Automotive of Brazil - IT Supervisor

08/1999 - 02/2000

●Supported and oversighted the infrastructure team responsible for all IT activities.

●Supported and assisted the company in new environment setup for internal software development.

●Support the intranet and extranet environment.

●Support the connection to the headquarter in German and to the other companies' locations.

●Prepared and fixed the 2K Year Bug in all 200 computers and Novel system. Some of those computers were located top critical areas like production line and logistic.

University Of Mogi Da Cruzes - Brazil - Technical Leader

01/1998 - 07/1999

●Redesigned and implemented a new data infrastructure to support and expand the intranet traffic;

●Designed the intranet in order to allow all university computers to access the Internet;

●Designed and implemented the Unix servers in order to offer email, proxy, DNS, web and POP3 services to the entire university campus;

●Design and developed a web system to allow the university students to follow online their test results;

●Designed and prepared the infrastructure to have ATM system to interconnect the campuses.

Total Informática - Brazil - Software Developer, System Deployer and Supporter

07/1996 - 12/1997

●Designed, developed and deployed the web-based tools responsible to remotely manage intranet and internet services.

These tools were used on master's degree dissertation.

Accomplishments

●ES PS Hub & Spoke Award by Sprint/Nextel by leadership and dedication to the project.

●Recognized for 2 years of dedicated service to the Sprint/Nextel Project.

●Recognized for excellence on team leadership for EAI Production Support Team in the Sprint/Nextel Project.

●Recognized for excellence on IBM LEAN activities for Sprint/Nextel Project on production service call tickets.

●Achieved the Experienced Level in the Enabling the Globally Integrated Enterprise capability (Enabling the Globally Integrated Enterprise involves working with IBM internal and external clients to enable the optimization of all aspects of IBM's global business to create client value. It involves leveraging IBM's human capital, management expertise, financial resources and marketing and communications to maximize talent, effectively manage resources, reduce business risk and enhance IBM's image. It also involves policy setting, regulatory compliance, and the optimization of IBM's internal support infrastructure.).

●Trained in IBM Lean Six Sigma Black Belt.

adb7ws@r.postjobfree.com

438-***-****

Montreal, Quebec

Skills

Skilled in:

●Management and Business Analysis

●Advanced critical thinking

●Strong verbal communication

●Process improvement

●Data collection and analysis

●Hardware evaluation

●Debugging proficiency

●Strong verbal communication

●User interface understanding

●Team liaison

●Interpersonal and written communication

●Project management

●Process implementation

●Report writing

●Staff development

●Team leadership

●Methodology implementation

●Conflict resolution

●Extremely organized

●Public speaking

●Self-motivated

Education

University of São Paulo (USP)

Brazil

Master of Science: Computational Physics

Thesis: Development of Tools to Intranet Remote Control Using Web Technology.

University of São Paulo (USP)

Brazil

Bachelor of Applied Science: Computational Physics

IBM Accreditation in Lean Coach IBM Center of Excellence, Brazil

Certifications

●IBM LEAN Coach

●Agile Scrum Master

●ITIL Foundation

●ITIL IT Service Management

Languages

●English: Fluent

●Spanish: Advanced

●Portuguese: Native

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