Daniel Mauricio Franco Martín Email & Phone Number

São Paulo, Sp, Br

Campinas, São Paulo, Brazil

Support LAM Legal team, implementation of digital projects, continuous improvement process

São Paulo Area, Brazil

- drive BPOs’ performance in EMEA & LAM regions monitoring, identifying process challenges and helping support teams to improve their KPIs (CSAT, DSAT, NPS, FCR, Retention) implementing course of actions;- lead and assist projects with cross-functional teams to be implemented at the BPOs

São Paulo Area, Brazil

- work together with BPOs identifying, gathering, mediating and reporting Norton (anti-virus, backup, etc.) products related issues details to the Product Supportability team- provide regular feedback about trends and from the voice of the customer- assist with related projects

São Paulo Area, Brazil

This position required a thorough understanding of the solution's life cycle. From technical requirement gathering to project implementation and post installation maintenance. Responsible for the overall health and technical efficiency of the company's solutions.- conduct site survey following identified customer needs; - provide pre-sale support and produce network diagram for sales team;- liaise with vendors (ISP, cabling contractors, hardware suppliers);- plan, manage and implement HSIA’s systems installation projects (budget, time line, documentation, technical installation and testing);- configuration and installation of servers, switches and gateways;- train customer's teams;- monitor correct functioning of systems installed proactively anticipating issues;- work closely with Account Manager to optimize system functioning on client site;- advanced resolution of support cases working hand-in-hand with client IT Managers;- on site support and maintenance of solutions installed;- honed SQL and Linux skills to perform the various tasks

São Paulo Area, Brazil

ITIL Representative in the São Paulo, Brazil office, I joined the training in Singapore- assist with the roll out and adoption of the change management process- promote change management and ITIL in general- aid with promoting (enforcing) compliance- help staff to understand and use the process- champion the use of company's tools to maximize efficiency

São Paulo Area, Brazil

Realocated to Brazil for a project secondment assignment to set up Spanish and Portuguese Contact Center in São Paulo, Brazil. - interview and recruit the pioneer batch of technical support agents;- coordinate the transition with Manila Contact Center;- continue to provide Technical Support to Spanish/Portuguese queue;- serve as lead in the site selection process for the Contact Center;- provide training and coaching for the initial group of Contact Center agents;- ensure that generic processes are aligned with those of Manila and Shanghai.

Manila, The Philippines

Same as previous - realocated to Manila

Kuala Lumpur, Malaysia

Technical Support for Spanish and Portuguese speaking customers worldwide ensuring that services are delivered to meet customers’ business needs. Constant monitoring of the network (bandwidth and interruptions) to ensure that servers, networks, and associated devices at the partner hotels are performing to an optimal level. Liaise with local engineers and assist Network Operations Center to do troubleshooting remotely.

São Paulo Area, Brazil

Acts as a liaison between client end-users (IATA-BSP, airline companies, travel agencies) from Brazil and Research & Development team from Spain providing support, training and root cause analysis to ensure optimal operational performance.

São Paulo Area, Brazil

Provide support for Spanish and Portuguese speaking customers, rendered to the Latin America Unilever Group.

São Paulo Area, Brazil

Develop and maintain Visual Basic/Sybase SQL systems (Transact-SQL) rendered to Itaú Seguros S/A.

São Paulo Area, Brazil

Started as trainee developing Visual Basic/Sybase SQL systems (Transact-SQL). Participated in the project “year 2000 migration”.