Laercio Mastrodomenico Neto

Confidential Client, Automotive Sector (Germany) - Apr/2023 to Jun/2023 - IT Managing Consultant (User Experience & ServiceNow Operating Model and Strategy)

Responsible for Asda’s ServiceNow Platform (HRSD, CSM, SPM, and ITSM), making awareness of the importance of the ServiceNow Platform and the ServiceNow investment needed for senior stakeholders across Asda business towers. Leading, Designing, and implementing the CoEI Op Model. Establishment of core processes and Platform Governance Boards (Steering, Demand, and Technical Design Authority). Accountable for Ideation-to-Release cycles, Enterprise Product Backlog, and ServiceNow Strategic Roadmap.

• Metropolitan Police London (MPS) - Jan/2021 to Jan/2022 (ServiceNow Tooling Lead / Platform Owner) • International Airlines Group (IAG) - Feb/2022 to Mar/2022 (ServiceNow Platform Owner)

Advising CIOs and IT Executives on Enterprise Digital Transformation initiatives for IT Service Management space. Utilising Frameworks such as ITIL, DevOps, Agile, COBIT, and Platforms like ServiceNow to enable their digital transformation. Supporting clients on Targeting Operating Model (TOM) including ITSM Tools, Service Design, Transition and Operations for Service Desk, IT Support Teams, and Managed Service Providers, aligned with client’s Enterprise Architecture and Business Strategy.

Leading the technical delivery of the IT infrastructure, IT Technical interfacing between the project and IT Business Area. Delivering IT and infrastructure projects transitioning to IT BAU Teams. Supporting the Transition Readiness and Service Transition teams to ensure the acceptance of the solution into the live environment by the owning operational team. Creation of business cases, identifying and managing risks and issues, creation and updating of the project plan.

Designing IT Service Management Solutions (Global Service Desk, ITIL Process, Infrastructure Services, Network, Voice, Pre-Sales and ITSM tools) for Global Customers using Remedy ITSM tools, managing the customer ITSM tools (ServiceNow, Remedy, HP, CA) integrations with Computacenter ITSM, creating cost models, managing customer requirements and demands to establish the best deal for new and existing customers.

Delivering and leading the IT Operations (Service Desk and Field Support, IT Infrastructure, Vendor relationship, Office 365, Projects, Network, Telecom, CRM Apps and ERP Systems) for RLSB and more 3 sister companies: Wayfindr, RSBC and RBS across the offices in the UK.

Reporting to Global Service Management Director in the USA, responsible for providing ITSM Tools (ServiceNow & BMC Remedy) and ITIL technical and process expertise to help understand client requirements, ITIL and ITSM Advisory Services and assist sales executives in closing new business. Supporting the ITSM Tools Implementation Team from the designer phase until the Go-live of Operations. Trusted advisor in helping customers to make ITSM investments.

Working as an independent consultant helping SMB customers to implement ITSM tools cloud-based (SysAid, Zendesk, FreshDesk & OTRS) and develop their ITIL Processes & Policies (Incident Management, Problem Management, Change Management, Knowledge Management and Service Level Management).

Responsible for the operations start-up, service delivery for Microsoft project in Brazil, managing the support engineers and tech leads (Windows, Exchange, Lync, MSD, Forums, SQL, Dev Tools, Sharepoint, Office 365 and cloud) for Microsoft corporate customers (Premier and Broad Commercial contracts).

Reporting to Global Senior Manager based in India, responsible for the project start-up in LATAM (17 countries), managing the regional operations in a Trilingual Service Desk (24/7/365) for CEVA Logistics Latin America Operations (8k end-users, 10 direct reports).

Leading the regional IT Services (Service Desk and Field Support) in the Paraná State (10 sites) for 3 customers Anheuser-Busch InBev (AB InBev), Gol Linhas Aéreas Inteligentes and Net Serviços (4k end-users, 10 direct reports).

IT Support Analyst L2 replacing the local resource at Klabin S.A. client in 2 Manufactory sites: Angatuba-SP and Piracicaba-SP.

IT Support Analyst L2 replacing the local resource at Klabin S.A. client in 1 Manufactory site: Angatuba-SP

Marketing, CRM, BI, Customer Services

Information Technology, Computer Science, Project Management, BI

Computer Science, Information Technology, IT Management