Denise Ataide Arantes

Provided IT support to 150+ users across multiple law firm branches, managing hardware/software/network troubleshooting and an average of 40+ tickets per week while meeting SLA targets. Implemented a 24x7 business continuity system and led LGPD initiatives including data mapping, policy creation, and staff training.

Delivered on-site and remote IT support for office staff and resolved user-reported issues with the legal ERP system. Tracked vendor performance to ensure third-party service level agreements were honored.

Coordinated internal IT support across 13 manufacturing plants, assigning and managing service desk tickets and driving KPI improvements that reduced incident resolution times. Led the ERP migration support team through the transition to SAP and Datasul and participated in designing a 24x7 business continuity framework.

Provided technical support and service management to high-profile banking clients, resolving complex issues and conducting follow-up to ensure user satisfaction. Monitored production system performance using COBOL and SQL and executed manual QA testing for COBOL routines.

Understanding AI's impact on business, identifying AI opportunities within the value chain using the AI Canvas, responsible AI use and regulations, and practical applications of generative AI (ChatGPT, Gemini, Copilot, Claude) for idea generation, problem-solving, content creation, and productivity.

Business Continuity Management System implementation: organizational context, leadership and commitment, planning and resource identification, BCMS operation, performance evaluation and improvement. Practical case study including policy development, BIA, BCP, and DRP.

Market positioning for DPOaaS services, legal aspects of DPO consulting, consultant profile, marketing strategy, consulting processes, and key deliverables for LGPD consulting engagements.

Origins and context of GDPR, territorial and material scope, key data protection concepts, data processing principles, legal bases, data subject rights, controller and processor responsibilities, and international data transfers.

Governance: privacy manager role, corporate privacy strategy, gap analysis, maturity assessment (PMM model), adequacy planning. Preparation: privacy by design, policy structuring, data mapping, Records of Processing Activities (ROPA). Security: privacy risk assessment, PIA/DPIA reports, ISO 27000 family for risk treatment. Legal: operator contract evaluation, data subject requests, privacy program maintenance.

Information and security concepts, threats and risk analysis, security policy and organization, physical/technical/organizational measures, legal and regulatory compliance, exam preparation.

ITIL: Service strategy, design, transition, operation, and continual service improvement. COBIT 4.1: IT governance fundamentals, control objectives, Balanced Scorecard, management guidelines, maturity models.