Nelson Furtina Junior

Design and deliver learner-centered training for IBM Consulting Academy across Latin America and global audiences, using real client scenarios and complex engagement context. Maintain high satisfaction (NPS 80–95; Instructor NSI 93–100) through inclusive, adaptive facilitation and co-active coaching (GROW).

Revitalized underperforming squads by improving communication, transparency, and metrics while rebuilding effective collaboration with Product Owners. Reorganized JIRA/Confluence (epics/features/user stories/tasks), restructured ceremonies, streamlined planning and demand refinement with Scrum at Scale, and facilitated 2-hour sessions with 30 participants.

Stepped into Scrum Master to fill an operational gap, restructuring team ways of working and implementing Scrum of Scrums with JIRA dashboards for work visibility. Coached teams on backlog building and user story development while supporting Scrum at Scale adoption and delivering timely product releases recognized by IBM and the client.

Led Agile delivery for an architecture modernization effort, including developing a new web interface for branch managers. As Scrum Master, implemented and facilitated Scrum ceremonies, coached a team new to Scrum on requirements-to-user-stories translation, and resolved Product Backlog Building roadblocks during discovery without major client escalations.

Guided organizational adoption of Agile and Scrum by assessing Scrum maturity, coaching toward sustainable self-organization, and removing impediments. Drove continuous improvement through retrospectives and backlog refinement, delivering Cadastro Positivo in three successful releases ahead of competitors while strengthening psychological safety and stakeholder transparency.

Owned end-to-end project delivery, aligning scope, timeline, and budget while coordinating day-to-day execution and governance. Managed stakeholder expectations, mitigated risks, and drove organizational change readiness using an approach that combined traditional governance with Agile principles to ensure adoption of delivered capabilities.

Ensured operational excellence for IT support functions (IT Service Desk, Desktop Support, VIP Support) by managing incident, request, change, and escalation processes. Led end-to-end escalation for major incidents, performed post-incident reviews for root-cause prevention, and managed capacity planning to maintain service quality and availability.

Provided backup and recovery support for IBM export accounts using Veritas BackupExec and IBM Tivoli Storage Manager. Improved audit readiness and security compliance, implemented DPP/automation opportunities to reduce backlog and improve quality, and supported operations through problem/change tickets and standardized procedures.

Monitored critical production environments for Brazilian domestic accounts from IBM’s command center to ensure stability and availability. Tracked Tivoli Enterprise Console, NetView, WebSphere, TWS, and SAP R3 job health, proactively escalating issues to maintain service continuity.

Completed a degree in Gestão da Tecnologia at Universidade Paulista (UNIP) in 2017.

Earned a Bachelor in Turismo at PUC-Campinas in 2002.