Roberta Soleira

Background

About Roberta Soleira

26+ years of experience in managing and delivering IT services based on ITIL Management Practices such as Change, Incident, Problem, Service Desk, Knowledge, Continual Improvement, Release, Service Level, Service Request, Relationship and Supplier Management- As an ITIL certified I always work with a focus on best practices- I have expertise and experience in coordinating Service Desk support with 24x7x365 operation- I have had the opportunity to work on worldwide projects and to contribute to a global network with a focus on harmonizing processes, sharing best practices, contractual alignments, design and implementation of settings in the ticketing system- I have developed my professional experience working with: IT Services Management Business Operation Escalation Management Governance Meetings Customer Experience End User Satisfaction Management Global Projects Relationship with multicultural teams, stakeholders, including customers and service providers Onboarding, Crossboarding and Offboarding Processes (Employee Lifecycle) Digital Transformation Agile Methodology Collaboration Process Standardization Operational Procedures Documentation Knowledge Management Communication Plan Training Sessions