Edson Machado De Sousa, Msc Email & Phone Number

Auckland, Nz

Auckland, New Zealand

To make sure that service delivery and service support processes are on track for the consistent delivery of a high level of customer service in an effective and cost-efficient manner.ResponsibilitiesMonitoring and managing desktop support, and IT services desk functions to ensure optimal serviceMaintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with… Show more To make sure that service delivery and service support processes are on track for the consistent delivery of a high level of customer service in an effective and cost-efficient manner.ResponsibilitiesMonitoring and managing desktop support, and IT services desk functions to ensure optimal serviceMaintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessaryTaking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service deliveryDeveloping a deep understanding of projects to gain insights into the scope of service deliveryTaking accountability for service delivery performance, meeting customer expectations, and driving future demandAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesProviding accurate and regular reports to the management on the performance of the service delivery Show less

Auckland, New Zealand

Handling IT support requests of Microsoft and Linux technologies.Working on new IT facilities projects.Desktops and computer network deployment.Reorganising network cabling and server racks.Managing cloud-backups and Microsoft 365.IT asset monitoring.

Joinville Area, Brazil

Administrative, financial, marketing and human resources tasks management.Responsible for relationships with IT partners like DELL EMC, Symantec, Veritas, Microsoft, SonicWall, and also with distributors like Ingrammicro, ScanSource and Westcon-Comstor.Attendance in the study, definition, and monitoring of partnerships, new business, and projects.Creation of KPIs business and process.Company strategic planning elaboration and definition of goals and objectives.Responsible… Show more Administrative, financial, marketing and human resources tasks management.Responsible for relationships with IT partners like DELL EMC, Symantec, Veritas, Microsoft, SonicWall, and also with distributors like Ingrammicro, ScanSource and Westcon-Comstor.Attendance in the study, definition, and monitoring of partnerships, new business, and projects.Creation of KPIs business and process.Company strategic planning elaboration and definition of goals and objectives.Responsible for monitoring of the entire operation of the company.Development of strategic and economic-financial planning, business investment planning, monitoring and implementing policies, processes and procedures of the organization, analysis, and improvement of the business project.Monitoring requests and analyzing the best ways to carry out corporate projects, in order to maintain the quality and guarantee the best result for clients.Ensure a smooth running of campaigns, analyze reports, detect flaws in strategies and propose better ways to conduct processes. Responsible for customer assistance, as well as clear communication with other companies, making sure media are working with the feedback needed to promote channel, products and services improvement.Results achieved:Revaluation of telephone contracts generating savings and better performance.Strategic plan set upElevation to the Platinum level in the Dell EMC Partnership program by achieving financial and training goals.Cash flow reorganization.Cash generation increasing up to 10 times more.Company recognition through the market as being one of the best technological partners of the south region in Brazil. Show less

Joinville Area, Brazil

Management of administrative, financial, marketing and human resources activities.Acting in the study, definition, and monitoring of partnerships, new businesses, and projects.Build of business and process KPIs.Elaboration of strategic planning and definition of goals and objectives.Helping make Domo Soluções em TI a reference as a business partner in matters related to Information Technology products and services.

Joinville Area, Brazil

Management of the IT infrastructure team and customer support professionals.Planning the annual infrastructure budget.Team supervision in more than 50 projects related to the IT infrastructure.KPI's definition Reviewing processes of IT service and maintenance applying ITIL methodology.Participated in IT strategic planning development.Evaluation and decision-making for the company acquisition of infrastructure equipment.Analysis of IT suppliers regarding their… Show more Management of the IT infrastructure team and customer support professionals.Planning the annual infrastructure budget.Team supervision in more than 50 projects related to the IT infrastructure.KPI's definition Reviewing processes of IT service and maintenance applying ITIL methodology.Participated in IT strategic planning development.Evaluation and decision-making for the company acquisition of infrastructure equipment.Analysis of IT suppliers regarding their qualifications.Planning and executing projects of servers consolidate, update and upgrade.Defining and deploying technologies to the company's new Data Center (Completed in 2012).Build of the industrial automation support area connected to IT.Implementation of infrastructure project for ERP TOTVS 11 (Completed in 2013).Implementation of information security policy.Responsible for making projects for computer networks and also their budgets.Reassessment of outsourcing contracts for printing and telephony generating reductions of more than BRL$1,000,000.00 (~NZ$4000,000) per year.Costs reduction and improvement on service levels as well as development and analysis of partners and suppliers regarding their qualification.Reduction of numbers of IT service interruptions to tasks related to the production environment.Build of the program ‘IT in the area’ aiming to approach the IT department to their internal customers generating better communication.Build of IT services catalogue.Renewal of a network asset pool by reducing the number of unscheduled maintenances. Show less

Joinville Area, Brazil

Administration and maintenance of software and hardware DELL, IBM and HP serversElaboration of the budget for investments at DataCenter´s companyActing in Siemens IP telephony deployment projectDeployment of the wireless network in the manufacturing areaManaging Server Virtualization EnvironmentInfrastructure projects management

Joinville Area, Brazil

Team leadership (infrastructure and customer service support) 10 professionals in total.Department budget planning.Project development and install structured cabling systems, with more than 2,000 network outlets installed.Defining, choosing and monitoring IT suppliers and technologies.Datacenter management.Definition of technologies used in the company.Switches and wireless configurationRevaluation of telecommunication contracts, generating approximately BRL$… Show more Team leadership (infrastructure and customer service support) 10 professionals in total.Department budget planning.Project development and install structured cabling systems, with more than 2,000 network outlets installed.Defining, choosing and monitoring IT suppliers and technologies.Datacenter management.Definition of technologies used in the company.Switches and wireless configurationRevaluation of telecommunication contracts, generating approximately BRL$ 100,000.00 (~NZ$ 40,000.00) of savings per year.Reduction in the number of IT service interruptions.Standardization of IT support service based on ITIL methodology and creation of monitoring indicators,Participation in projects for management process, designing and evaluating developed flows, thus generating gains of up to 30% in reduction of processes timing.Standardization of data network facilities, resulting in a reduction in the number of unscheduled maintenances. Show less

Master Of Business Informatics - Mbi, Information Security And Management, A+

Activities and Societies: Enterprise Systems and Business Analysis Innovation and Design Thinking Enterprise Innovation Information.

General English

Postgraduate, Production Engineering Technology, Brazil

This course aims to expand the technical and managerial capacity of professionals working directly or indirectly in the area of operations.

Bachelor In Information Systems, Computer Networks, Brazil, Assessment Outcome Nzqa-Iqa: Level 7

The Information Systems graduate at UniSociesc manages the flow of information that circulates across computer networks inside and outside.

Computer Technician, Computer Hardware Technology/Technician