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Willian Delgado is a skilled IT professional with extensive experience in service management and process analysis, currently serving as an Analista de Gestão de Serviços em TI Pleno at Digio since January 2022. Previous roles include positions at Deloitte and Capgemini, where responsibilities encompassed agile methodologies, documentation, and service management aligned with ITIL and ISO20000 standards. Willian has demonstrated expertise in managing incident and problem processes, quality assurance, and operational indicators, as well as leading training initiatives. Academic qualifications include a Bachelor of Technology in Redes de Computadores from Faculdade de Tecnologia de São Paulo and ongoing studies in IT auditing and statistics.