SKILL AND ABILITIESExperience working as Service Delivery Manager. Delivering IT infrastructure support services and customer care as single point of contact
Service desk team manager Team of 20+ analysts plus several remote resources, multiple time zones
Languages working everyday with English, Portuguese, Spanish and now Studying French
SLA’s Up to 24x7x2hrs SLA’s response – On duty Availability overtime and weekends
Geo Coverage Field Engineers FE spread on hundreds cities in LATAM and other regions
Multiple OEMs and equipment delivery support: Laptop, printer, mobile, network, server, library and others
Technical experience working to resolve hardware tickets to critical contracts
Multiple Scope IMAC, Deployments, T&M, per call, Parts Only, Full Labor, On-contact Coverage
Outsourcing delivery Interview, negotiation, hire and onsite support of Full Time Engineers FTE
Training planning and documentation creation to support remote teams
Tickets management using several software’s and managing the Helpdesk team
Financial Process Quotation, Invoice and PO: creation, send, track and payment control
Logistics Importation of equipment to LATAM: Sell/Expose/Maintenance/Return
Stock Management Several Regional plus Main stocks management
Travel experience to meet customers and cover critical contracts
Always dedicated to people relations and to-do-tasks, in college was elected class representative and at the work has always been a reference to colleagues seeking information and opinions about the activities and processes in various areas of the company.
CERTIFICATIONSStudying to have the certificate
ITIL® Foundation (V3 - ed. 2011)
ISO 27002 Foundation
ISO/IEC 20000 (2011)
Green IT Citizen
COBIT 5
LANGUAGESWorking everyday with English, Portuguese, Spanish and now French.
English Fluent reading; Fluent comprehension; Advanced writing; Advanced oral