Advised and supervised process management in consulting, support, and operations services, aligning operational flows with strategic business objectives. Led the identification, documentation, and standardization of processes, identifying opportunities for improvement and operational efficiency. Designed and governed operational and process architectures, ensuring traceability, control, and continuous improvement. Managed and monitored cross-functional projects, controlling scope, timelines, and resources under PMI and Agile frameworks. Implemented Key Performance Indicators (KPIs) to measure efficiency, service quality, and objective achievement. Coordinated multidisciplinary teams, strengthening change management, organizational adaptation, and innovation.

Managed customer service and support processes under ITIL and COBIT frameworks, improving service efficiency and quality. Performed diagnostics of operational processes, proposing improvements that reduced rework and deviations. Supervised implementation and continuous improvement projects, ensuring alignment with customer needs. Acted as a facilitator between technical and business areas, strengthening relational intelligence and negotiation.

Led critical infrastructure and service projects, applying process management and operational control. Documented technical architectures and operational flows for high availability environments. Coordinated technical teams in complex projects, ensuring compliance with quality and operational standards.

Provided support and operational management of technological services under defined process schemes. Participated in service improvement and standardization projects.