Bruno Gomes De Oliveira Email & Phone Number

Joinville, Sc, Br

As the Support Group Director at Canary Systems, I am responsible for leading and managing a dedicated team of technical support professionals. My role involves the seamless integration and management of implementation specialists from various revenue groups, as well as overseeing the field services team that handles hardware and software deployments.Key Responsibilities:Direct and manage a small, highly skilled technical support group, fostering a collaborative and high-performance environment.Oversee the integration of implementation specialists from multiple revenue groups, ensuring cohesive and efficient operations.Manage the field services team to ensure successful hardware and software deployments.Provide comprehensive support for our hardware and software geo-monitoring solutions.Oversee the management of all computer and IT resources within the company.Administer both internal and client-facing ticketing systems to ensure efficient issue resolution.Ensure timely and effective responses to customer support issues, maintaining high levels of customer satisfaction.Deliver hardware and software training to both internal and external customers, enhancing their technical proficiency.Ensure the security of all IT resources throughout the company, implementing best practices and protocols.Develop and implement workflows to maximize operational efficiency.Create and implement metrics to evaluate customer response and satisfaction, driving continuous improvement.In this role, I am committed to maintaining the highest standards of customer service and operational efficiency, while supporting the innovative geo-monitoring solutions that Canary Systems provides.

Virtual

Acting as a first point of escalation for customer, ensuring their issues are prioritized appropriately and resolved without delay.· Monitoring open cases and escalating to Support teams to ensure SLAs are met and exceeded.· Managing regular Service Request and operational reviews with your assigned customers.· Reviewing trends to identify opportunities for learning or improvement, leading to enhanced product use.· Involving the right technical resources to ensure improved time to value in the use of Bentley products.· Ensuring ongoing visibility within Bentley of your customer’s direction and needs.· Escalating important issues with the relevant Support, Product Management or Development teams to ensure timely responses and resolution of high priority issues.· Contribute to Quarterly Business Review (QBR) meetings with accounts, reporting upon the progress of support issues, trends and concerns.· Playing an active part in a dedicated team advancing the understanding and usage of Bentley’s solution set.· Working with Support and other teams to identify gaps in the support process that might impede an effective progress for accounts and work with managers to help close those gaps.

Joinville, Santa Catarina, Brazil

Responsible for being the lead point of contact for all LATAM accounts, by building and maintaining positive client relationships.Responsible for negotiating contracts and closing agreements, developing a trust advisor relationship, ensuring timely and successful delivery of our solutions.Strong communication and management skills, clearly setting expectations and developing new business by collaborating with sales team to identify grouth opportunities.Responsible for maintaining CRM system organized and up-to-date, while managing new and existing customers.

Virtual

Responsible for new client implementations utilizing an online booking tool, such as Concur travel, Argo and GetThere.Responsabilities such as leading implementation projects for multinational clients such as Cushman & Wakefield, ERM, RHI Magnesita, Hilti, Krones amongst others. Implementation of online booking tools and related applications.Project implementation change of online booking tools for existing clients.Responsible for kick off, sign off online booking tools requirements, organizing client training, weekly review and monitoring of all technical activities to the project closure.

Joinville Area, Brazil

Responsible for process redesign, configuration, forms management, training and presentation for SE Suite processes.

Av. Sen. Souza Naves, 135 - Alto Da Rua Xv, Curitiba - Pr, 80045-060

Responsible for leading a team of technical staff (engineers and senior engineers). Maintaining the network infrastructure for online services to ensure connectivity and availability. Which includes all network environments within the managed platforms across multiple data centers. Managing technical developments of operational importance and participation in developing and setting standards and best practices. Providing detailed reports for key customers, cross training, implementing strategies to proactively monitor and resolve network connectivity issues for LATAM and Brazilian based customers on the Level 3 Communications platform. Working with architecture, infrastructure engineering, service managers, operational and delivery teams to ensure that the network infrastructure remains current, performs to standard and is well understood.

Av. Sen. Souza Naves, 135 - Alto Da Rua Xv, Curitiba - Pr, 80045-060

Working in a team environment to maximize network performance by proactively monitoring alarms triggered due to lost connectivity, troubleshooting network problems and outages, assisting with scheduling upgrades or service repairs and collaborating with network architects on network optimization. Reporting network operational status by gathering, prioritizing information and collaborating with team members and team leader.

Curitiba Area, Brazil

Direct customer relationship with MasterCard's Merchants, Issuers and Acquirers. Responsible for analyzing complex transaction data to ensure integrity and reliability for customer base. Support and assist internal team with training and guidance.

Miami, Fl

Responsible for product sales and implementing national sales plans. Maintain volume, product mix, and selling price by keeping current with supply and demand, changing trends, economic indicators, and competitors.Maintaining professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies and events.Responsible for creating, maintaining and training sales channels in the US.

Joinville Area, Brazil

Responsible for assisting companies in reaching goals and objectives related to productivity, profitability and industry regulations, sales, among other areas. I direct the overall operations of privately owned businesses, publicly held corporations and non-profit institutions in a broad range of industries. Responsibilities include analyzing data, planning operations and making crucial business decisions.

Joinville, Sc

Having just arrived from Brazil, I started working with translation services. Completed several projects with Arcelor Mittal Vega; , Schulz, Embraco. Responsible for translations of equipment manuals and foreign visitors; Translated full day training sessions from english to portuguese and equipment walk throughs in both english and spanish. Translated several equipment manuals such as an oiler manual (9 documents, approximately 5000 words) and reports that needed to be sent to Italy (portuguese to english - 21 pages).Excellent technical english skills and communication technique.Responsible for teaching english to various onsite groups (Whirlpool, Franke, Kavo).Key focus on conversation, literature, vocabulary and grammar.Classes conducted in english with the ocasional explanation in portuguese to ensure understanding of the subject.

Home Office

Led the planning and implementation of projects.Facilitated the definition of project scope, goals and deliverables.Defined project tasks and resource requirements.Developed full scale project plans.Assemble and coordinate project staff.Managed project budget and project resource allocation.Plannes and scheduled project timelines.Tracked project deliverables using appropriate tools.Provided direction and support to project team.Quality assurance.Constantly monitored and reported on progress of the project to all stakeholders.Presented reports defining project progress, problems and solutions.Implemented and managed project changes and interventions to achieve project outputs.Project evaluations and assessment of results.

Miami Lakes, Fl

Collaborated daily with external vendors on issue resolution, tracking and escalation. Prepared release notes after extensive testing and documentation of new functionality. Trained various support teams on new product functionality and configuration settings. Designed and created an AXO Knowledge database to establish an efficient communication process.Project Management – Network Speed Reviews, Portuguese language translation, Amtrak, WebfaresConfigured sites for demo purposes and for client specific testing.

Miami Lakes, Fl

Responsible for all aspects of issue resolution and technical product support for American Express Interactive corporate travel self-booking tools (CTO). Improved client satisfaction by creating innovative work around to support site defects or requests for enhancements. Developed a testing process to test and release GetThere’s monthly updates in a timely manner.Designed a web site which housed valuable information from the releases. This website enabled me to communicate outstanding issues with the ITG team. Worked on many projects including, a full review of Release 6, training of Release 6 for agents and all team leaders in the E-Fulfillment Center.

Miami, Fl

Responsible for technical support, configuration and training of Online Booking Tools. Portfolio of over 20 accounts. Communicated directly with travelers, travel managers, usage and client managers to resolve and track issues. Innovated site customization messaging with HTML formats (voice message, flashing text/logos, scrolling text). Setup best practices for site administration tasks (reference points, announcement, vendors).