Jacques Alvarenga

Jacques Alvarenga Global IT, Customer Experience and Operations | Customer Service, Support and Success | Service Desk and IT Governance | Team Leadership | Digital Transformation Email:-| LinkedIn: linkedin.com/in/jacquesalvarenga Languages: English (Fluent), Portuguese (Native), Spanish (Full Professional), Italian (Elementary) Based in Brazil. Open to international relocation and available for hybrid or remote roles worldwide. Fully available to work across CET and EST time zones. Open to direct hire or service contract via registered company PROFESSIONAL SUMMARY Global IT and Operations Leader with 20+ years delivering measurable business impact across Europe, the Americas and Asia. Fully open to international relocation and experienced in leading multicultural, hybrid and remote teams in complex multinational environments. Proven track record in IT governance, digital transformation, remote team leadership and stakeholder engagement. Career includes leadership roles at Netflix, DuPont, IBM, PwC and the public sector, consistently aligning IT strategies with business goals, achieving operational excellence and driving innovation. REMOTE & GLOBAL IMPACT • • • Led remote work transition in 8 countries at DuPont with 0 SLA breaches and +98.87% performance. Expanded Netflix BPO IT Solutions to 4 new sites and upgraded 8, enhancing global coverage and productivity. Integrated all municipal digital programs into a unified IT strategy with real-time KPI monitoring in the public sector. PROFESSIONAL EXPERIENCE IT Chief of Staff – Secretariat of Innovation and Technology | Barueri City Hall | Jul 2024 – Present • Unified municipal digital programs into a single IT roadmap aligned with the city’s PPA. • Implemented KPI/OKR frameworks for real-time service monitoring. • Negotiated partnerships to drive innovation and technical cooperation. • Represented the Secretary in executive-level meetings and vendor negotiations. Global Program Manager, BPO IT Solutions – Netflix | Jan 2023 – May 2024 | Brazil • Designed and executed global BPO IT strategy to meet corporate efficiency targets. • Coordinated cross-functional teams and vendors to optimize service delivery. • Reduced ~2,400 infrastructure risks through proactive mitigation. • Standardized CCaaS infrastructure testing framework for improved reliability. LATAM IT Leader – DuPont | Oct 2018 – Jan 2023 | Brazil • Directed pandemic-driven remote transition in 8 countries with zero SLA breaches. • Boosted SLA to 98.87% and cut ticket volume by 10% via automation. • Negotiated contracts saving US$190K annually. • Deployed cloud telephony to 2,000+ users, reducing call costs by 18%. Senior Technology Manager / IT Service Delivery Manager / IT Operations Manager – PwC Brazil | 2013 – 2018 • Rolled out Google Workspace for 500+ staff (+15% collaboration). • Led cyber resilience drills in 12 LATAM offices. • Directed 24x7 ops center for 16,000+ users across 5 countries. • Increased satisfaction from 83% to 91% by aligning IT services with business metrics. Earlier Roles • Sr IT Consultant – GVT • IT Coordinator – Bracex • Sr Systems Administrator – IBM • Sr Systems Analyst – Gestamp • Jr Support Analyst – HP • Jr Support Technician – M&F Informa´tica EDUCATION Graduate School, Public Management and Finance – FAVENI |- Bachelor Technology, Computer System Networking – UNIBTA |- CERTIFICATIONS BPM – Business Process Management | CSM – Certified ScrumMaster | ITIL Foundations | Lean IT Kaizen | IBM Cloud Computing Architecture V2 CORE COMPETENCIES & TOOLS Remote Team Leadership | IT Governance | Digital Transformation | KPI/OKR Implementation | Vendor Management | Stakeholder Engagement | Google Workspace | Microsoft 365 | Jira | Confluence | Zoom | Teams | Slack