Accountable for driving company focusing on a 'Customer Experience' journey, through properly designing and delivering more valuable scoped services, within a best practices operations structure and with a daily based proactive adoption activities.

Responsible for whole Post Sales, Delivering Support and Implementation Services through Cisco Technologies. Service Design, offering more valuable deliverables, improving upselling, revenues and efficiency.ITIL and PMBOK culture deployment, through Service Level Management OKRs/KPIs, objectives and feedbacks.Continuous Service Improvement whith Services Review (cost, operational and quality management).

Almost two years of experience leading all company's post sale technical engineers (#120), including their Resources Managers (#3) and Technical Managers (#4). Plan and Manage Demand, Allocation, People, Competences Development, overall Performance and Budgets.

Responsible for Service Management Office Implementation, for an ITILv3 enabled Service Delivery, Processes and Functions such as:- Performance Management:Provides Continual Service Improvement as a main role through ITILv3 Best Practices KPIs, Service Review Meetings, Kaizen Meetings, Customer Surveys, Risk Analysis Meetings, Action Plans, and any other Projects/Changes covering whole Service Delivery Organization, their Processes and Functions, enabling them to deliver even more valuable Customer Services.- Service DeskImplemented an outsourced, Technical and Level-1 based Service Desk, becoming a single point of contact for all customers over whole ticket's lifecycle (ITILv3 Best Practice). Developed more than a hundred of scripts for ticket solving, based on Incident and Problem Management deliverables and many others for standardized speech, e-mails, routing, escalation, and everything to make it as more autonomous as possible. Monthly Service Review Meetings and Daily Kaizen Conferences, going over both Call Center and Technical KPIs for Continual Service Improvement. - Incident Management:ITILv3 Process/Function implemented for managing all ticket lifecycle, 24x7, stating criteria for choosing Severity, Impact and Priority Levels, doing Classification, Escalation and starting Emergency/Crisis Management, with specific procedures, reports and deliverables.- Problem Management:ITILv3 Process/Function implemented for doing reactive and proactive Root Cause Analysis by using Kepner & Tregoe, Ishikawa, CLPA methods and concepts, by accomplishing Incident Management process and its classification. Build 'ITSM Remedy' KEB with known errors, workarounds, solutions, validations and new scripts for more Level-1 and First Call Resolution. Delivers also upselling opportunities and populates CSI Risk Registries. - Service Packages Definition- ITSM Remedy Implementation- ITILv3 Services Delivery Assessment/Review/ImplementationOngoing

Crisis, Emergency, Incident, Problem, Resource and Procedure Management. Management/Technical Escalation/Recorrency Services. Root Cause/Risk Analysis Reports: Preventive actions avoiding recurrences. Quality Improvement.Upselling Opportunities Report.

Technical Team Leader: Help NEC technical support team to deliver high valuable services, especially support and also other deliverable ones to prime customers as the main scope of work. Interact with support vendors such Cisco, Juniper and with service owners as well in order to improve customer’s service KPIs. Act sometimes with and as engineering & front end team at RFI, RFQ, RFQ stages, building sizing, pricing, designs, deployments, PoCs, trials and other activities.

Member of NEC technical support team. Support for Prime customers as the main scope of work. Interact with support vendors such Cisco, Juniper and with service owners as well in order to resolve cases. Act sometimes with and as engineering & front end team at RFI, RFQ, RFQ stages, building sizing, pricing, designs, deployments, PoCs, trials and other activities.

Member of NEC technical support team. Support for Prime customers as the main scope of work. Interact with support vendors such Cisco, Juniper and with service owners as well in order to resolve cases. Act sometimes with and as engineering & front end team at RFI, RFQ, RFQ stages, building sizing, pricing, designs, deployments, PoCs, trials and other activities.

Encharged to design, deploy or support networking customers. Customers are Carriers, Enterprises, Government and small business covering their infrastructure and Network Management software.My main skills are under Cisco products and Operating System softwares like Windows and Solaris/Linux.

Technical Support for carrier employes and large companys. Implemented many projects related to network infrastructure and network management.Interaction with vendors for shared support.Technologies:LAN switching, Routing, Voice, Remote Access e Security.

Support for network management operators, end users, project design and project management.