INGRID MENEZES
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 16 years of extensive leadership experience in IT. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
17
17
years of professional experience
7
7
Certifications
3
3
Languages
Work History
Team Manager
Network Operations - British Telecom, BT ROC
Budapest
02.2020 - Current
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to higher management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Updated customers and senior leaders on progress and roadblocks.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Senior Analyst
British Telecom - BT ROC
Budapest
10.2019 - 02.2020
- Investigated system issues and implemented resolutions to reduce downtime.
- Optimized core processes to improve business performance and operational agility.
- Queried databases for information needed for report processing.
- Validated results and performed quality assurance to assess accuracy of data.
Team Leader – Mainframe Support team
IBM Brazil
Hortolandia
11.2016 - 08.2019
- Acted as escalation path for critical problems and managed department documentation
- Worked effectively in fast-paced environments.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Team Leader – zLinux Support team
IBM Brazil
02.2013 - 10.2016
- O Dispatch work within the team, tracked SLA, and acted as change coordinator
- O Maintained health checks, changes, and dealt with critical problems as escalation path.
Team Leader
IBM Brazil
06.2006 - 01.2013
- Monitored zOS mainframe systems and subsystems and performed changes on the environment
- O Created documentation for new operator training.
Education
HIGH SCHOOL DIPLOMA -
ETE BENTO QUIRINO
Skills
SKILLS & CERTIFICATIONSO Lean Yellow BeltO Scrum Foundation Professional
Design Thinking
ITIL Foundations V3
Service Management (Escalation, Account transition)
Customer Success
Incident, Change and Problem Management
OAgile Operations Fundamentals
Certification
Lean – Yellow Belt
Additional Information
Nationality: Brazilian, with Italian citizenship.
Timeline
Team Manager
Network Operations - British Telecom, BT ROC
02.2020 - Current
Senior Analyst
British Telecom - BT ROC
10.2019 - 02.2020
Team Leader – Mainframe Support team
IBM Brazil
11.2016 - 08.2019
Team Leader – zLinux Support team
IBM Brazil
02.2013 - 10.2016
Team Leader
IBM Brazil
06.2006 - 01.2013
HIGH SCHOOL DIPLOMA -
ETE BENTO QUIRINO