Vinicius Ximenes

As a seasoned IT professional with over 17 years of experience, I have a proven track record of driving efficiency and delivering impactful solutions across various roles.

Currently, as a Service Desk Team Leader at TOTVS, I lead onboarding and training for new team members, manage complex support tickets, and drive customer satisfaction to new heights with a 98% rating. My role also involves guiding over 50 new clients through successful system implementations, enhancing project accuracy, and contributing to a 20% revenue increase through strategic initiatives.

Previously, I have excelled in IT Business Analysis, managing projects through all phases of the SDLC, optimizing processes, and ensuring stakeholder satisfaction. My work includes pioneering user interviews, crafting detailed process documentation, and leading ERP system implementations that significantly improved operational performance and reduced financial losses.

I thrive on collaboration, leveraging my expertise to bridge gaps between technical teams and end-users, ensuring that IT solutions align with business needs and exceed expectations. My focus is on delivering high-quality results and driving continuous improvement in every project I undertake.

Feel free to connect with me to discuss how I can contribute to your organization's success or to exchange insights on IT and business analysis.

Service Desk Team Leader - Delivery Center - 03/2022 - Present
● Spearheaded onboarding for new support team members, delivering comprehensive training on support workflows, SLA management, ticketing procedures, and contract specifics
● Expertly handled medium to high-complexity tickets, resolving 95% of issues within SLA and achieving a 98% customer satisfaction rating through proactive and efficient user support
● Led client onboarding sessions for over 50 new clients, effectively demonstrating the system’s capabilities, key technological features, cloud computing functionalities, and guiding clients through essential configurations, resulting in a 30% increase in successful initial setups
● Acted as a strategic solution architect, collaborating with the commercial team to accurately estimate project hours and resources, reducing project budgeting errors by 35%.
● Led the implementation and management of Prime Support at TOTVS Nordeste, assembling and training a multidisciplinary team to enhance problem resolution and service for small and medium-sized clients; managed and implemented CRM module using Zoho CRM, Zoho Desk and Zoho Analytics, resulting in a 20% increase in revenue and a 98% customer satisfaction rate.

IT Business Analyst - 05/2007 - 02/2022
● Pioneered the use of advanced user story elicitation techniques and developed comprehensive process documentation to streamline communication with technical teams on complex projects, ensuring clarity and driving project success.
● Expertly managed Retail and Version Update (SDLC) projects, overseeing all phases independently and achieving a 25% reduction in project turnaround time and a 15% increase in stakeholder satisfaction.
● Facilitated effective collaboration between technical teams and end-users, delivering customized IT solutions that align with business needs and exceed project expectations.
● Developed precise documentation of requirements and technical specifications, ensuring that all project details are clear, actionable, and aligned with overall IT strategy.
● Led the implementation of an ERP system for a major amusement park, optimizing sales processes, ticketing, and in-park consumption controls, resulting in a highly successful case study known for its high system performance, improved information consistency, and significant reduction in financial losses and manual errors.

Universidade Estácio de Sá
Bachelor's degree in Information Systems
2012