I- Responsible for the Continual Service Improvement Team : - ensuring that the Service Management (SM) processes are fit for purpose and fit for use - promoting and reinforcing adherence to the process and policies associated with Incident, Problem and Major Incidents - ensuring the design of the SM processes aligns with the business and industry best practicesII- Acting as the single contact between the local Business and Tech area for the service subject: - oversee incident handling and escalation process in collaboration with internal teams - supervise & guide Level 2 support teams on INC tickets and follow through the resolution progress by leading and coordinating INC investigation, ensuring the closure of the resolution within the SLA time frame. - in the event of receiving a business operation impacting incident, immediately trigger the response and escalation protocol, manage proactively the cross-functional communications with stakeholders to ensure full visibility of the resolution progress (major incident management). - monitor the recurring and long-lasting issues; facilitate the trouble-shooting workshops for root cause analysis, produce options with the consideration of project readiness, system complexity and constraints with Product, Architect and Principal - establish, maintain, and review the service delivery procedures and documents; ensure processes are in place and the best practice is followed. - contribute to the long-term IT roadmap and strategy on day-to-day supports.III - (E2E) client onboarding service - Client Integration - Service Catalog Gathering (services; service model; SLA; scope; resolver groups) - facilitate the client due diligence processes - plan for the knowledge transfer activities and drive E2E service transition process.

In charge of the customer satisfaction and accountable for service quality in terms of either incident management or service delivery management. - Manage and supervise operations and delivering of SLA’s and KPI’s.- Prepare service management meetings with Business representatives and other entities; - Coordinate IS actions with upper management; - Track and facilitate the resolution of tickets (incident & services) by interacting with various IS stakeholders; - Ensure application of the company’s security policies by all users; - Ensure and manage proper communication; - Responsible for license management on an european level (SRM)- Support the analysis of root cause of problems/issues and support the research of mitigations and solutions; - Contact with external Partners or any others services delivery teams - Delay of resolution shorter as possible in order to satisfy end users; - Ensure proactive cooperation with local teams;- Maintenance of documentation and knowledge database in order to optimize Help Desk processes.- Coordination of Workplace and Infrastructure Projects

This experience gave me the opportunity to create an activity planning (RACI), project schedule and monthly planning for the Onsite Engineer team. I’ve monitored and reported the team performance (SLA and KPI) and create a Knowledge Base in under to share the process documentation. I’ve acted as a strategic influencing between the local team and Service Desk sharing process quality and improvements required. As requested by the customer, I’ve managed the Kiosk and local IT space restructuration. This experience also allowed me to improve my technical skills as I was able to do hardware intervention for process creation (Break & Fix; PC refresh; lenovo intervention, Windows reimage, network patching).

Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer inquiries. Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. Monitors performance through statistical reporting and analysis. Acts as a role model and team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative. Builds and enhances strong customer relationships and acts as an escalation point for the customer.

designing and applying appropriate project management standards for the PC Refresh monitoring overall progress and use of resources, initiating corrective action where necessary and monitoring the project reporting through agreed lines on project progress through highlight reports and end-stage assessments relation with appointed project representatives to assure the overall direction and integrity of the project

- French speaker for school books

- Translations of licenses, certificates, curriculum vitae, processes, statements, diplomas, letters in Portuguese> French; French> Portuguese; Spanish> French; English> French

- French teacher, level A1, A2, B1 and B2;- Technical French teacher in different areas: health (nursing, radiology and clinical analysis), civil engineering and architecture.

- Management of translation projects: planning, budgeting, distribution and organization of human resources (translators and formatters), communication with the customer.

- Provide technical support and record all the interactions and technical issues that may occur in the delivery of customer service - Record, track and manage orders and repairs on the iOS devices (iPhone, iPad & iPod). Provide the correct information to customer about the follow-up. - Accomplish with all processes and procedures implemented by Apple. - Get maximum customer satisfaction, 90% is the minimum required.