Wilson Almeida Cabral Neto

Phone: +55 15 9697-8286

Email: wilsoncabralgmail.com
Brazilian citizen, married, 38 years
Address: Rua Ismael Bellucci, 106 - So Francisco Cerquilho SP
OBJECTIVE
It Coordinator, Team Leader or related fields.
PROFESSIONAL PROFILE
Over 13 years of experience in the IT field, I had the opportunity to work on projects and
environments with varying levels of complexity and criticality, which increased my view of the it
environment of the medium and large sized organizations in various sectors, such as Retail,
financial, Insurance, Oil, Chemical, Civil Aviation and entertainment. Follows list of customers that
I work
Ita BBA; Whirlpool; SulAmrica; ADP; Santander; Dow Chemical; TV Globo; TAM; EBX; Albras;
Fast Shop; Ticket
My background includes experience as a Field Technician, Support Analyst, Technical Leader
(SLPS) and Coordination of Field Services and CTS (Remote Support)
I work on the audits of the processes and procedures within the Department
Previously worked as a technician in a University in the East zone of So Paulo (UNICASTELO),
during 6 years, which did not get to enter in the CV, but made all the IT technical support
One of my professional features include, dedication, ease of interaction with the group,
responsibility as well as the relationship that I have with their focal points and other business
areas within the company where I work, managing what is necessary when it comes to results,
dissatisfaction, questions and emergency need. Also know very VIP service and their criticality
PROFESSIONAL EXPERIENCE
Company: IBM Brazil
Current position: Coordinator of CTS (Centralized Technical Support)
Period: Since May 2006
CTS Coordinator - Currently I coordinate, with another 2 coordinators, a group of 36 Support
Analysts and 4 Queue Managers, providing all the support software (legacy) and applications of
micro informatica customers noted above. Do the main KPIs and metrics management and
participate actively in the definition of processes, transition new customers in addition to the
operational management team with coachings, alignments, reviews. My main responsibilities are:
Performance Management, Performance and quality of time;
Act as a facilitator in professional growth and development of analysts;
Coaching and alignments;
Develop and implement projects aimed at cost reduction;
Work with focus on the Rigth to Left;
To promote the transformation of the environment, through procedural changes and
automations, applying the best practices of Itil;
Development of team management framework aimed at optimization of existing processes
based on ITIL already quoted, plucking sixteenth notes the concept of continuous improvement;
Be Owner of Knowledge Management for the Department;
Ensure the roadmap of the operation;
Make trend analysis and redirection;
Ensure that the team and the Department to act on standard GDF of complexity as well as the
management and publication of the respective reports;
Management of results and metrics as SLAs, KPIs, MTTR, Backlog;
Definition and process restructuring;
Effective participation in transitional processes of new accounts;
Ensure the quality and performance of the projects On Going;
Advisory and acting together with other areas of IBM and / or Customers in the packaging and
distribution of software packages;
Advice to Automation of procedures leading to the reduction of time in technical roles
increasing productivity and reducing the cost;
Customer interaction for absorption and deployment of new service scopes
Field Coordinator (Customer Ita BBA) Coordinated, with another 2 Coordinators, a team
of 30 field technicians within the client Ita BBA, where he was responsible for performing the
following activities:
To coordinate and monitor all the calls on the Field (IT, Cabling and Telephony);
Management of results and metrics as SLAs, KPIs, MTTR, Backlog;
Management of performance and quality of expertise in scoped Services on-site, remote
support, Telecom and activities related to the processes of the Organization;
Documentation and review of processes and procedures;
Negotiation with client;
Monitoring, approval and execution of IMACs and Changes;
Tracking Site Survey, Rollout and Rollout;
Help in Governance and Management User Satisfaction;
Operating Management team with Evaluations, Coachings, Feedbacks and Alignments;
Management of Suppliers (third) as decision on hiring suppliers to act in the customer's IT
environment, as well as the definition of the scope to be hired and the management even after
the hiring of service through standardized assessments;
Structuring projects in virtualized environment and high-performance technologies customer-
oriented Banking segment as Clear Cube and Thin Client;
Assistance in the implementation of projects related to Outsourcing of printing, License;
Management and purchasing process for implementation of the IT infrastructure.
Technical Leader (SLPS) (Customers Santander and Ita BBA) I Led a team of 20
analysts of the first level where performed the following tasks:
Responsible for the technical development of the times;
Control of indicators (wing, AHT, etc) and SLA;
Ministered trainings, Develop Food handouts, the knowledge base;
Assist Analysts in defining their career plans and participate in the selection process;
Operating Management team with Reviews and Coachins and Feedback and alignments;
Management and treatment of Satcli research;
Calls Monitoring in 1NSPOC links
LANGUAGES
English Intermediate Level Wizard
CERTIFICATIONS
Itil Foundation V3
HDI SCTL: Support Center Team Lead
EDUCATION BACGROUND
Degree in Technology in Data Processing - Unicastelo (Dec-2004)
COURSES AND SPECIALIZATIONS
EUS Road Show Account Leader-IBM
Business automation Training-IBM
Leading Teams: Developing the Team and its Culture-IBM
Services Provision and Client Relationship-IBM
Presentation techniques-IBM
Lotus Notes and IBM Lotus Domino-IBM
Action plans-IBM
Basic Trading-IBM
Leadership skills-IBM
Training of multipliers and training instructors-IBM
Conflict management-IBM
Coaching-IBM
Corporate Ethics-IBM
GDF Methodology- Global Delivery Framework-IBM
PBA-Process Behavior Analysis
DPP-Defection Prevention Process
Lean Six Sigma Fundamentals