Ricardo Puerta

Background

About Ricardo Puerta

Undergraduate Degree in Information Technology, with more than 40 years of experience in the area, working in large national and multinational companies, especially the industrial and technological segments. Expertise in planning strategies and managing guidelines focused on increasing the company’s operational performance, aiming to achieve the company's objective and increase the business’ profitability. Consolidated experience in contracts and services management (large clients - key accounts), including financial monitoring, seeking operational efficiency, customer satisfaction and the best financial return. Strong performance with customer environments availability analysis, as well as delivery of the contracted services, including Use of agile process (IBM Agile Explorer, Cloud Management and Operations Explorer and Cognitive Practitioner), crisis management, incident management, change management, SLA impact management and RCA (Root Cause Analysis) management. Solid knowledge in preparation of management reports, monitoring of performance indicators and providing subsidies to support decision making. Experience as an squal leader. Highly qualified professional to manage and lead people, acting with high performance team leadership, dedicated to the functions, and focused on results. Organized, responsible and flexible. Keywords: IT, service delivery manager, service management, contract management, account management, key account, customer service, customer relationship, cloud computing, crisis management, incident management, change management, impact management, RCA, management reports, indicators, people management. Knowledge in SAP environment (DEV, QAS and Prod) and connections. Knowledge of networks, switches, firewalls, etc.