Moises Oshikava

IT Professional with 15+ years of IT experience with a solid background in IT infrastructure, process and project management, Service Desk and ITIL implementation, currently a specialist in ITSM and IT Governance. Detailed and results-oriented professional with solid experience handling IT outsourcing contracts, budget management (Capex / Opex) and ITIL processes. Knowledge of PMBoK, CMMI, Cobit, ITIL, ISO 9000, ISO 14000, ISO 20000, ISO 27000, SOX. Hold the certifications ITIL V2, ITIL V3, COBIT 4.1, ISO 27002, ACP-620 and a diploma in System Analysis Technology.

⇨ Professional Experience

:: Atlassian Consultant
SelectStar - (Remote) Edmonton, AB  -  Oct 2023 to May 2024
• Lead consulting engagements with clients to understand their business needs and align Atlassian solutions accordingly.
• Implemented and configured Jira and Confluence for clients, ensuring optimal performance and user experience.
• Conducted demoing sessions for end-users and administrators to enhance their proficiency in utilizing Atlassian tools.
• Collaborated with cross-functional teams to integrate Atlassian tools with other systems and applications.
• Provided ongoing support and troubleshooting for Atlassian products, resolving issues promptly and efficiently.

:: Systems Administrator
SkipTheDishes - Winnipeg, MB  -  Apr 2018 to Aug 2023
• Implemented the Shared Services Portal using Jira Service Desk, unifying and enhancing support processes within the organization.
• Restructured the Organizational Unit in G Suite, enabling customized security rule implementation based on geographical areas and/or Cost Centers.
• Responsible for the migration of Jira from On-premises to Cloud, consolidating 2 Jira instances ensuring scalability and accessibility across the entire organization.
• Established standardized project workflows through the Issue template, enhancing project consistency and providing greater visibility to the Service Delivery Team.
• Developed a set of automation, effectively integrating projects and optimizing processes within Jira.
• Optimized IT processes with Jira Service Desk (ITSM / Project Management) and Jira Software (Agile / Scrum / Kanban), resulting in increased efficiency and standardization.
* Key Statistics: Managed 650 Jira Projects, comprising 150 Service and 500 Software projects / Oversaw user base of around 5,000 users spread across 20+ countries.

:: Systems Coordinator
Unimed - Brazil  -  Apr 2016 to Jan 2017
• Implemented the Service Desk using GLPI, as result, the support processes were improved.
• Implemented the 1st Level Support, improving ticket resolution time and user satisfaction.
• Implemented the Information Security Policy, based on ISO/IEC 27002, enhancing data protection and mitigating potential security risks.
• Worked on the Information Technology strategy, reviewing the IT budget.
• Coordinated a project to integrate 2 different ERPs used within the company (Philips Tasy and Totvs Protheus), facilitating seamless data flow and process optimization.
• Oversaw a team of programmers responsible for maintaining Legacy apps and ERPs, ensuring timely updates and improvements to support business needs.
• Led a team of IT support professionals, skilled in Infrastructure, Database, and Service Desk Support, guaranteeing efficient IT services.
• Conducted performance reviews to evaluate and recognize the team's achievements and identify areas for improvement.
* Key Statistics: Managed 30 IT professionals: 18 support, 12 developers / provided support to 3 hospitals, 11 clinical analysis labs, and the headquarters office, ensuring uninterrupted operations.

:: IT Governance Coordinator 
CGI  -  Brazil  -  Aug 2008 to Jul 2015 
• Increased revenue through outsourcing contract reviews, unifying ITSM environments, and standardizing processes and IT deliverables. 
• Collaborated with clients to implement ITIL processes aligned with their business requirements, ensuring compliance with outsourcing contracts, resulting in operational efficiency. 
• Planned and established the "Crisis Team," reducing response time to major incidents in critical environments. 
• Implemented a comprehensive Risk Management Process, engaging cross-functional teams, monitoring risk indicators, and proactively addressing operational risks. 
• Led the BMC Remedy migration project from Brazil to Canada, reducing the support and license costs. 
• Led CMDB project, ensuring its successful implementation, oversaw data population, and facilitated integration with other legacy systems. 
• Implemented the Service Request Process (Non-Standard Deliverables), generating additional revenue of 850,000 USD/year. 
• Conducted performance reviews to evaluate and recognize the team's achievements and identify areas for improvement. 
* Key Statistics: Managed a team of 12 IT professionals and oversaw Service Level Management for huge companies in Brazil, including Neoenergia, EDP, Comgas, and other prominent organizations. 

⇨ Education

• Diploma in System Analysis Technology (Jacarei, Brazil) - Faculdade de Tecnologia de Jacarei
• Business Administration (Sao Paulo, Brazil) – Universidade Cidade de Sao Paulo