Service Delivery Information Technology
Resume:
Alexandre Corrêa Spínola Costa
**** ****** ***** ***** *****, Windermere, Florida
****************@*****.***
Alexandre Spínola LinkedIn
SUMMARY OF PROFESSIONAL PROFILE
System Analyst, graduate of Pontificia Universidad Catholic of Rio de Janeiro, specialist in IT
(Information Technology) Project/Delivery Management
Experience developed in the IT area and aligned with Business Strategy areas to achieve the results expected for each project
More than 20 years of experience in IT Project/Delivery Management
Solid motivation for the leadership of multidisciplinary groups, focusing on solving internal and external issues involving solution, teams, areas and customers
A strong leader who embraces company’s ethical values, and who inspires confidence, trust, and optimism with a proven track record for driving the teams to achieve the common goals and results.
Promotes and practices a culture that attract, grow, and retain top talent supporting the company to keep strong in the market
Ability to travel extensively and on short notice around the world with fluency in Portuguese, English and Spanish
QUALIFICATION AND SKILLS
Strong experience in Delivery/Project Management process, Customer Service Delivery Management, Business Process, Full Stack E2E solutions, Incident/Problem Management, Customer Engagement, Operation Support, CRM/Billing/Integration/Charging/Mediation systems, ITIL process, Test and Release Management
Profound knowledge of the Delivery/Product strategic planning
Excellent communication, coordination, organizational skills and work cross-functionally
Exceptional relationship building skills with customers/stakeholders
Superior multi-tasking skills, and work well under deadlines and pressure
Possess excellent analytical, critical thinking skills and attention to details
Profit-oriented: proven leadership ability combined with strong commitment and teammate, to bottom line results and problem solving
PROFESSIONAL EXPERIENCE
Project Manager at Level4 Solutions (Jun/2024 - present)
Digital and Transformation projects
Waterfall and Agile methodologies
Responsible for the overall project governance & strategy
Managed end-to-end complex solutions
Managed Service Delivery Support teams for ongoing solutions
Proven experience leading outsourced teams & offshore service delivery located in Oceania and Latin America
Planned and controlled work streams ramp up, budget, timeline, scope of work, risks & customer acceptance criteria of the delivered solutions
Worked closely with Project Managers, Stream Leaders. business stakeholders, development and testing teams aiming to analyze, prioritize, and resolve issues
Support teams to elaborate RFPs, SOWs, WOW
Elaborated daily & ad-hoc delivery completeness/detailed executive reports
Develop scope and budget for delivery projects
Accountable for project documentation
Accountable for the Delivery Efficiency/Strategy
Customer Engagement
Coordination between all project work streams & 3pp / engagement
Readiness review
Escalation point of contact
Managed client stakeholders/customers maintaining strong relationships and managing expectations effectively
Risk, Contingency, Issues, Incident and Problem Management
Root Cause Analysis
JIRA and Confluence, SharePoint, Postman and SoapUI tools
Azure DevOps and AWS
Team builder/player, building a positive and productive working relationships with customers
Ensure that team keeps elevated level of competence and operational excellence
Evaluate the performance of team members, finding training needs and supporting individuals' development
Supported client stakeholders/customers project approval upon project completion
Develop process improvements to achieve cost effectiveness and time saving
Make critical business decisions to meet customer expectations Project/Delivery Manager at Ericsson (2016 – 2024)
BSS (Business Support System) and OSS (Operational Support Systems) Full Stack and Transformation and CORE projects
Waterfall and Agile methodologies
Responsible for the overall project governance & strategy
Managed BSS/OSS end-to-end complex solutions for a key telco customer
Managed Service Delivery Support teams for ongoing solutions
Proven experience leading outsourced teams & offshore service delivery located in Europe, Asia and Latin America
Planned and controlled work streams ramp up, budget, timeline, scope of work, risks & customer acceptance criteria of the delivered solutions
Worked closely with Project Managers, Stream Leaders. business stakeholders, development and testing teams aiming to analyze, prioritize, and resolve issues
Support teams to elaborate RFPs, SOWs, WOW
Elaborated daily & ad-hoc delivery completeness/detailed executive reports
Define, measure and manage SLAs and KPIs
Accountable for project documentation
Accountable for the Delivery Efficiency/Strategy
Customer Engagement
Coordination between all project work streams & 3pp / engagement
Readiness review
Escalation point of contact
Risk, Contingency, Issues, Incident and Problem Management
Root Cause Analysis
JIRA, Confluence and SharePoint tools
Team builder/player, building a positive and productive working relationships with customers
Ensure that team keeps elevated level of competence and operational excellence
Evaluate the performance of team members, finding training needs and supporting individuals' development
Test and Release Management profound knowledge (design, plan and execution test cases, defect tracking, test report, test evidence document, release planning, release documentation, deploy follow up, pos production support) Systems Specialist / Systems Analyst at Oi (2003 – 2016)
BSS (Business Support System) and OSS (Operational Support Systems)
Team and project leader
Pos-Production support leader
Training strategy plan
Business Simulation strategy and execution plan
Design, execution and management of systems, integrated, regression, performance and UAT test cases for Prepaid (PMS), Billing (Arbor), CRM (Customer Relationship Management) (Siebel) and EAI (Vitria) systems
SLAs (Service level agreements) and KPI (Key Performance Indicators) definition
Management implementation and improvement of test process Systems Analyst / Trainee at Accenture (2000– 2003)
BSS (Business Support System) and OSS (Operational Support Systems)
Design, execution and management of systems, integrated, regression, performance and UAT test cases for Prepaid (PMS), Billing (Arbor), CRM (Customer Relationship Management) (Siebel) and EAI (Vitria) systems
SLAs (Service level agreements) definition
Test Automation design/execution
Systems and Processes documentation
Training support and documentation
Developer Trainee at BRQ Digital Solutions (1999 – 2000)
Development web applications
Visual Basic, Javascript, HTML and NETDATA programming languages ACADEMIC BACKGROUND & CERTIFICATIONS
Bachelor of Information Technology – Pontifical Catholic University of Rio de Janeiro – Brazil
(2001)
ITIL V3 FOUNDATION V3 – APM Group (Certificate Number:02296743-01-5Q8R, Registration Number: ITIL/US028577) (2011)
TRAININGS
AWS
AWS Flash - Introduction to Responsible AI (2025)
Introduction to Generative AI - Art of the Possible (2025)
Getting Started with AWS CloudFormation (2025)
Ericsson
Track 1: Agile Best Practice for Tech Leaders (2024)
Agile for Decision-makers and Leaders (2024)
Cloud Native Develop/Deliver track: L3 Experienced (2024)
CPM (Customer Project Management) Core Curriculum (2024)
Project Management for all (2024)
Cloud Native Level 2 Deliver/Leader Track - Fundamentals (2024)
Cloud Native Level 1 - Introductory (2023)
Containerization Concepts (2023)
Cloud Native Ecosystem Architectural Components (2023)
Cloud Native Concepts (2023)
Leadership Core Curriculum 2 (2022)
MANA Finance & Governance Working Capital (2023)
Cash Flow and Order to Cash (2023)
LoTGo - Design our Future - Career Webinar for Leaders (2023)
UDC in 5G EPC Introduction (2023)
5G and 5G EPC Introduction (2023)
Leadership Core Curriculum (2022)
Digital Service Automation Introductory (2022)
Occupational Health & Safety (OHS) Incident Handling (2021)
Data Privacy 3.0 (2021)
Anti-Corruption Training (2021)
Rosetta DevOps Platform (2020)
End-to-end (E2E) Software (SW) Pipeline Overview (2020)
Leading in a Virtual Team (2020)
Lean and Agile Foundation Course - Drive Continuous Learning (2020)
5G Deployment acceptance (2020)
What is 5G RAN (Radio Access Networks)? (2020)
Automation Beginner/Intermediate (2020)
Be Security Aware (2020 - 2021)
Security Sally - Awareness Training (2020)
Introduction to Breakout Sessions: OSS/BSS (2020)
Data Privacy 2.0 (2020)
Automation Beginner and Intermediate (2020)
Unconscious Bias (2020)
ISD - DevOps/Agile/ESAM Overview (Level 1) (2019)
Leadership Core Curriculum (2019)
DevOps Fundamentals: Tools, Technologies, and Infrastructures (2019)
Anti-Corruption 3.0 (2018)
CBiO 18 Overview and Presales Scoping Training (2018)
Customer Orientation & Conflict Management (2017)
Revenue Manager 17 Introduction and Solutioning (2017)
An Introduction to Trade Compliance (2016)
Oracle
Oracle Service Cloud (RightNow) Analytics and Administration (2015)
Introduce to Oracle9i SQL (2003)
Oi
Project Management (2013)
Project Presentation Techniques (2013)
Risk & Stakeholder Management (2013)
Monitoring and Control (2013)
Communication, Conflicts and Negotiation Management (2013)
Scope and Time – Project Management (2013)
Project Management Practices (2012)
Project Management Fundamentals (2008)
Function Points Analysis (2008)
Test Management (2007)
Team Multifunction High Performance Management (2007)
Implementation of CRM and Call Center (2002)
IBM
Mastering Rational Requirements Management with Use Cases (2005)
Essentials of Rational Requirements (2005)
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