Erick Gargiulo Email & Phone Number

State Of São Paulo, Brazil

São Paulo, Brazil

• Own and drive the technical relationship with our customers
• Collaborate with Enterprise customers to develop and drive technical roadmap, drive outcomes, and report on progress
• Act as the primary technical lead between our customers and Zendesk
• Become proficient in customer support workflows and Zendesk’s business applications and services offerings.
• Collaborate with Zendesk Sales and CX teams during the customer lifecycle and in delivering joint customer engagements
• Handle executive level client relationships and proactively anticipate customer needs

Brasil

• Develop and manage a client portfolio of multisector SaaS accounts in Latin America, identifying new business, revenue growth and expansion.
• Leverage Zendesk Customer Success Methodology and partner with customer stakeholders to understand their business needs and goals, producing and driving a comprehensive adoption path showing the current state, target.
• Prevent churn and contraction of multiple accounts by developing Success Plan, ensuring clients are extracting the most value of their Zendesk subscription.
• Guide customer on product best practices, demonstrating hands-on Zendesk product knowledge by applying platform features and functions to customer business priorities and roadmap.
• Manage executive and high priority escalations from enterprise customers and partners, ensuring the teams responsible for the products, solution areas and specialists involved committed to full problem resolution.
• Manage Voice of Customer escalations, ensuring client's needs are addressed inside the company with right priority and impact.

São Paulo Area, Brazil

• Orchestrated the relationship between product and support teams with customers, partners, key leaders and stakeholders at Microsoft Brazil, understanding the local business needs and priority, connecting the sales team.
• Prevented loss of multiple Azure, M365 and D365 cloud migration deals to competitors by re-negotiating expectations and reset timelines, avoiding litigation and driving relationship growth with customers and partners.
• Managed executive and high priority escalations from enterprise customers and partners, ensuring the teams responsible for the products, solution areas and specialists involved committed to full problem resolution.
• Managed a team of local vendors including interviews, hiring and onboarding. Responsible for the onboarding experience of peers from other countries across Americas and setting up the onboarding process.
• Main Achievements:- Planned and developed performance report in Excel and Power BI Dashboard to support Americas team to better understand the specific impacts on its subsidiaries related to deploy, consumption.

São Paulo Area, Brazil

• Managed critical escalations for corporate customers and partners regarding product or process issues blocking sales, revenue, deployment, use and consumption of Microsoft Cloud products and services.
• Enabled success of partners and customers and helping them in their transformation journey by removing blockers impacting revenue, deployment, consumption and satisfaction across all three Microsoft Clouds – Azure.
• Managed systemic issues involving product teams and specialists focusing on reduce the number of transactional escalations and complaints received, improving internal processes and policies, creating preventative.
• Main Achievements:- Restructured all the engagement model with local business areas, turning a reactive team into proactive, including monthly meetings with business areas to gain visibility into the issues and.
• Honor:- Microsoft Circle of Excellence - Great People Award, Great Performance Team - 2015: Awarded for excellence for Impact to Customer/Microsoft, Colleagues, Community/Partner/Influence or Exemplifying One Microsoft.

São Bernardo Do Campo - Brazil

• Main Contact for Account Team and HP Credit Card Industry clients for operational and tactical issues representing delivery of all ITO (Information Technology Outsourcing) services.
• Applied subject matter knowledge to solve common and complex business issues in the Credit Card and Data Processing environment, seeking advice in order to make decisions on complex business issues.
• Managed the relationship between HP technical areas, such as Applications, Wintel, Unix, Production, Data Base, Network, Information Security, Problem Management, Change Management, Capacity Management, Storage &.
• Managed incidents, conflicts, problems and root cause analysis using ITIL.
• Ensured performance goals were met for all in scope services across all line of services.
• Managed expense/cost target commitments for all service delivery requirements, implementing and monitoring expense control.

São Bernardo Do Campo - Brazil

• Responsible for the Quality of the Support Service provided by HP to Microsoft Premier / Professional Customers and Partners in Latin America, ensuring performance goals and operational metrics were meet or exceed.
• Developed and implemented action plans to recover metrics missing targets using Pareto Principle and 5W2H.
• Managed Incident backlog review across teams, looking for technical and procedural gaps and process improvements points.
• Recovered Microsoft customers in risk and follow up in order to collect feedback and points for improvement.
• Owned Weekly and Monthly Review with Microsoft Account Team to deliver results, metrics and performance indicators;
• Implemented ISO / IEC 27001 - Information Security Management System for HP Microsoft Account Latin American, in Brazil and Argentina Sites;

São Bernardo Do Campo - Brazil

• Managed the support for cloud, development and platform server products for Microsoft Premier and Professional customers in Brazil as well as the technical level, quality and moderation of Microsoft TechNet and MSDN.
• Key employee in the startup of Microsoft Operation at HP, coordinating the entire process of hiring and training Microsoft remote support engineers, ensuring high technical level to solve complex problems in critical.
• Main Achievements: - Planned and Managed an action plan that delivered the main performance indicator at 100% for 15 consecutive months.- Coordinated the hiring and onboarding of the first technical team to handle.
• Honor:- HP Award - Most Value People (MVP) HP 2011: Chosen as one of the biggest talents in Latin America, based on the presented results during the transition phase of the operation from a prior Vendor to HP, as well.

São Paulo Area, Brazil

• Managed the Communication, Development and Platform Servers technical support for Microsoft Premier and Professional Customers in Brazil.
• Developed and managed the Operational Dashboard and action plans to recover metrics out of target;
• Owned Weekly, Monthly and Quarter Meeting Reviews with Microsoft Account Team to deliver results, metrics and performance indicators in English.
• Coordinated hiring, training and development of high performance technical teams.
• Managed Monthly Team Meeting and 1:1 feedback sessions to deliver result and track KPI.
• Owned Backlog control, phone calls volume and forecast.

São Paulo Area, Brazil

• Coordinated the 2nd Tier Support Team in ABN AMRO Operation and IBM Vendors, responsible for the field service.
• Participated in a project for readjustment of incident response process and revitalization of internal help desk, alignment of the technical staff through training and workshops on the new standard of support after ABN.
• Worked in several projects related to implementation, maintenance, migration and upgrade of Microsoft Servers and Applications.
• Developed classroom training, e-learning and technical documentation for new hires.

São Paulo Area, Brazil

• Responsible for technical support of Asset Management and Private Bank trading desk;
• Responsible to control and support Finance software like Bloomberg terminals, Reuters and Broadcast;
• Advanced Support for Excel including Pivot Table using External Data;
• Maintenance of the high availability of the environment.

Greater Sao Paulo

Technical Support related to internet, like Dial up, Cable Modem, ISDN, Speedy, Browser, etc, for different Operation System.

Master Of Business Administration - Mba, Strategic Management Of Information Technology

Bachelor, Business Administration With A Major In Business Management And Information Technology

Master Of Business Administration - Mba, Cloud Engineering & Architecture