Delivering IT infrastructure support services and customer care as single point of contact MorePROFESSIONAL EXPERIENCE
Service Delivery Manager
June 2014 – Current Moment
Switzerland Evernex is specialized in IT infrastructures maintenance with over 34 years of multi-vendor hardware experience. We offer a complete range of services varying from maintenance to Spare as a Service. Evernex offers ancillary services such as recycling, secure data erasure, data center relocation, libraries repair, IT equipment rental, and financial solutions Evernex has 34 years of expertise in TPM , a team of 400 experts including more than 200 qualified engineers and a presence in more than 160 countries. We have the largest inventory of spare parts in the world with more than 555,000 parts. Evernex operates 24 hours a day, 7 days a week, on all customer sites around the world “ With our innovative approach to service, we’ll help you change the way you manage your IT infrastructure. We offer end-to-end data center maintenance service that allows you to extend the life of your IT assets. This is what we call “IT Life Services”
Service Delivery Manager
September 2011 – June 2014
São Paulo, Brasil
Started as Technical Support Analyst at Zion Tech Support Group - SSCS account then five months later receives promotion and started managing infrastructure maintenance services on all accounts
IT Solutions Analyst; Processes/Services Management Support: service desk, portfolio of IT services, service level agreements, levels of criticality to the business, quality and performance levels, capacities, costs, specific policies , processes, procedures, contracts, IT assets, requirements, risks, impacts, incidents, problems, Helpdesk, IMACs requests, satisfaction levels of users and customers, performance indicators, records, supporting documentation, roles and responsibilities the agents involved.
Referencies: Kleber Alcatrão (Services Director), Carlos Alcatrão (Commercial Director)
ABOUT IB REMARKTINGIT SUPPORT SOLUTION PROVIDERLIFE CYCLE OPTIMISATION OF YOUR SERVERS AND STORAGE ARRAYSUpgrading obsolete IT systems is what we do. Through intelligent recycling, we extend the life of your hardware.
Onsite support: field engineers sent out within the contracted SLA; Remote support: assistance by telephone and via remote connection; Spares Management: Supply chain (300,000 items in stock) & Inventory solutions, no more CAPEX; Fly and Fix: an engineer and spares parts call out IB Remarketing engineering team have the skills and experience required to handle onsite request internationally, including locations deemed difficult to access.
New hardware: from clearance sales, wholesalers or retailers, with residual warranty; Manufacturer refurbished hardware: manufacturer’s warranty; Hardware refurbished by IB remarketing: IB warranty of minimum 3 months
We offer equipments at competitive prices (parts as well as whole systems) that has been tested and come with a minimum of 3 months warranty
MULTIVENDOR SERVERS AND HARDWARE REMARKETING SINCE 1983IB Remarketing has been trading parts and fully configured wintel and unix servers since 1983. Our cetified engineers are expert of both curent and absolete technology.
HP;Proliant; DELL; IBM; StorageTek; Juniper; Cisco; Fujitsu; EMC²; NETAPP; Hitachi Data Systems
ABOUT ZION TECH GROUPZion has been providing IT support services in Latin America for several manufacturers from United States and Europe for many years. Our team have 21 years of experience in service delivery for the Latin American territory, taking care of importations, stocking, logistics and services. Zion has international recognition and trust for services performed at geo-dispersed customers in all the countries in Latin American area with extensive network of delivery centers to provide seamless service to customers.
This experience in achieving excellence allowed a high growth of ZTG. Nowadays the On-field Technical Team counts with more than 100 field engineers, allocated in customer or providing 7x24x365 multi-vendor support services for tape libraries, storages, servers, networks and others IT devices. The Coverage Capability range supports all countries in Latin America with parts sourcing and services delivery, meeting up to 24x7x2 Service Level Agreements (SLAs). The Logistics Team is responsible to maintain main warehouses plus local warehouses to meet tight deadlines, the employees are experienced on importing, packing, shipping, tracking and delivering required parts to all members of the Technical Team which has been honored as high qualified, certificated and for taking the initiative in achieving excellence in both innovation and service to our customers.
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