IT Professional, with 16 years of experience working at the IT area at the consumer goods industry. Process Manager expert in implement and run ITIL process in Latin America and North America, Project management with experience, accomplishing both software and infrastructure project implementation. Team leadership across internal, third party and senior management teams. Customer relationship management experience, in negotiation and interaction with the business and IT internal groups. System analyst background working at software customization, data modeling, database design. Currently working for Unilever IT Latin America as Process Manager at Unilever's ITIL implementation project.

It Applications Manager @ From January 2012 to Present (4 years) São Paulo Area, BrazilITIL Process/Project Manager @ Responsible for implement Incident, Problem, Configuration, and Service Request in the Americas region with 1300 IT users and 25000 End users for Service Request. Regional process Manager for those processes. Global process manager responsible for building and implement globally Service Level Management & Catalogue and Knowledge Management process. Duration: Since 2008. Incident & Problem Process Manager at Unilever Americas managing those processes and team in both sub-regions, applying training, continuous improvement actions and operational procedures to support new IT organization and Vendors. Duration: 2 years. ITIL Process Manager at Unilever part of Organization Transformation team to enable join IT Latin America and North America organizations, building the ways of working of Service Owner and Service Quality managers building training material to support transformation. Responsible for building process best practices to guide ways of working and continuous improvement plan. Duration: 1 year. From January 2005 to Present (11 years) Project & Process Manager @ Unilever is world leader consumer goods manufacture. Home and Personal Care, Foods and Ice Cream are Unilever´s divisions. The IT Latin America Area is headquartered in Brazil and provides IT services for all IT user´s community of Mexico, Caribbean countries From January 1993 to Present (23 years) Service Management - Process Manager at IT @ IT Professional, with 16 years of experience working at the IT area at the consumer goods industry. Process Manager expert in implement and run ITIL process in Latin America and North America, Project management with experience, accomplishing both software and infrastructure project implementation. Team leadership across internal, third party and senior management teams. Customer relationship management experience, in negotiation and interaction with the business and IT internal groups. System analyst background working at software customization, data modeling, database design. Currently working for Unilever IT Latin America as Process Manager at Unilever’s ITIL implementation project. From January 2008 to January 2012 (4 years 1 month) Senior Systems Analyst @ Area for 3000+ users. Joined the implementation team of various plant support systems, such as MFG-Pro (production, buying and material receiving process), production line efficiency planning and control, Demand Management and Financial module. Duration: 5 years. From January 2003 to January 2008 (5 years 1 month) Manager @ Application Manager From 1992 to 2008 (16 years) ITIL Project and Process Manager @ Responsible for Service management implementation in Latin America , ITIL implementation project, best practice oriented, focused on Configuration Management and Service Level Management. Responsible for defining, build and deliver new IT process model that would support the entire ITIL strategy and implementation through CMDB definition, Service Catalogue and process integration. The biggest challenge faced at this project was the creation of the best approach to address projects needs through CMDB construction, once there was no such knowledge available in the Latin America market. Team leadership of both teams, Unilever's and third parties such as IBM, Accenture and Pink Elephant. Unilever global ITIL implementation project alignment and negotiation. Building of SLM and Configuration area also Senior management interaction to enable the service level agreement across different business units. Siebel 7.8 implement project. .Duration: 1 and half year. From January 2005 to September 2006 (1 year 9 months) Infrastructure Customer Service Manager @ Senior management staff of regional infrastructure office. Provide full support to major infrastructure projects concerning business alignment, service acquisition negotiation with service providers and project management support. Implemented regional customer service process, such as service level agreement, service portfolio, and communication process including customer satisfaction. Duration: 3 years. From January 2002 to January 2005 (3 years 1 month) Infrastructure Customer Service Manager @ for 800+ users. Budget holder, infrastructure requirements management, responsible for managing infrastructure of one of Unilever's operating companies (Ice Cream business unit). Duration: 1 and half year. IT Project and Account Manager at Unilever Brasil for Customer and Brand Process Area for 600+ users. Project full life cycle implementation manager. Highlights for Brand Area: business to business projects, Customer Service, Media planning, tracking and cost effectiveness for marketing department. Highlights for Customer Area: Sales project implementation with customer service approach. Duration: 3 years. From January 2001 to June 2002 (1 year 6 months) Systems Analyst @ Computech is a software solution provider to small and medium business. From January 1992 to September 1993 (1 year 9 months)

Gestão empresarial @ Universidade Estadual de Campinas From 1999 to 2001 BACHELOR'S DEGREE, Systems Analysis @ PuccampIT, Information Technology @ Pontifícia Universidade Católica de Campinas From 1990 to 1994 EXINPOST GRADUATION, Enterprise Management @ UNICAMP Claudia Guiducci is skilled in: Customer Service, Budgeting, Configuration Management, Customer Satisfaction, Service Management, IT Service Management, Change Management, Process Management, Incident Management, IT Management, Continuous Improvement, ITIL, Customer Relations, PMP, SLA