Bruno Gonçalves Email and Phone Number

• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)• Provide Readiness Content (identify need for and create content; contribute to… Show more • Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.• Participate in DP ROB (WBR, QBR, MBR)• Participate in Product Group Triages (coordinated with Eng. and Service TAs)• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar) • Participate in Technical and SME Interviews for New PTA Hires• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)• Run Non-Top Box and Deviation Analysis (including Approval)• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific. Show less

Represent Microsoft in front of the customer and resolve complex technical issues involving Microsoft products and services.Act as a technical focal point in relationships with other companies.Exhibit leadership through personal responsibility, accountability and teamwork.Troubleshooting skills and use of built-in or standalone tools to capture and analyze verbose traces and logs.Demonstrate strong interpersonal and communication skills, while working with diverse audiences… Show more Represent Microsoft in front of the customer and resolve complex technical issues involving Microsoft products and services.Act as a technical focal point in relationships with other companies.Exhibit leadership through personal responsibility, accountability and teamwork.Troubleshooting skills and use of built-in or standalone tools to capture and analyze verbose traces and logs.Demonstrate strong interpersonal and communication skills, while working with diverse audiences including IT professionals and admins, developers and management.Experience with the following technologies:Microsoft Deployment ToolkitInstalling and troubleshooting Windows Update and WSUS Windows Activation and LicensingBitlocker Administration and Management.Windows Installation and Setup Issues (In Place Upgrade)Devices and Driver Installation issues on Windows Show less

• Responsible for the customer support experience with Microsoft and more concrete Dynamics CRM customizations• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)• Identify cases that require escalation (either technically or strategically)• Create and maintain incident management requests to product group or engineering group• Contribute to case deflection… Show more • Responsible for the customer support experience with Microsoft and more concrete Dynamics CRM customizations• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)• Identify cases that require escalation (either technically or strategically)• Create and maintain incident management requests to product group or engineering group• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience• Provide ramp activities, knowledge sharing, technical coaching and mentoring• Drive technical collaboration and engagement outside of CSS (Product Engineering teams, Services, Support, Regions)• Lead or participate in building communities with peer delivery roles; Show less

Technical support in these areas: Computer Telephony Integration, Oracle, SQLServer databases, AIX, Windows and Linux Operating Systems.

During this time I worked with SQLServer and Oracle DB technologies.At the CTI(Computer Telephony Integration) level, I troubleshooted issues in Genesys, Altitude Software and Voxtron.Developed a set of system monitoring's in ShellScript, BatchScript and C# .NET.

Supervision and troubleshooting of issues related with the CORE of telecommunication network.