Erick Guedes Email & Phone Number

Brazil

Rio De Janeiro E Região, Brasil

ORTEC is one of the largest providers of advanced planning and optimization solutions and services. ORTEC’s products and services result in optimized fleet routing and dispatch, vehicle and pallet loading, workforce scheduling, delivery forecasting, logistics network planning and warehouse control. ORTEC offers stand-alone, custom-made and SAP® certified and embedded solutions, supported by strategic partnerships. ORTEC has over 1,750 customers worldwide, 700 employees and offices in Europe, North America, South America and the Pacific Region.Start making your organization more effective, efficient and sustainable. ★Interested to find out how I can support you in optimizing your business decisions? Share your challenge with me and I will give you suitable advice✉ or contact me via e-mail: erick.guedes@ortec.com☎ telefone: +55 (21) 99856-1036 / 98800-0888

Rio De Janeiro E Região, Brasil

- Analyze and understand customer requirements for Supply Chain Planning & Optimization- Solve problems, propose technical solutions in order to meet customer needs;- Configure technical solution, using SQL, XML / XSL, SQL Reporting and other internal tools;- Mitigate change requests and always come up with the best solution for both customers and our company- Ensures transparency of the project status and communicates with all the stakeholders (Project Manager, customers, team members)- Facilitate training sessions with the users- Write internal and external documentation, create and update action lists- Enable a good hand over to Service Desk, once the implementation process is over

Rio De Janeiro E Região, Brasil

I am constantly enhancing my skills to meet the needs of those seeking the partnership of a technology consultant. I have a diverse career background in infrastructure, web development, and systems implementation, coupled with experiences in commercial, managerial and analytical roles. I am proficient in Portuguese, English, and Spanish, and I have a particular interest in opportunities in Spain (remote or hybrid).

Rio De Janeiro E Região, Brasil

Allocated in the Petrobras client to support the management of services in the Information Technology service area.Projects- Monitoring of projects and minimization of difficult factors, Preparation of reports, Monitoring of dates and schedule.Management and Governance- Represent the service in meetings with internal teams, suppliers or representatives of clients;- Analyze, monitor and respond to customer demonstrations regarding the service;- Negotiate with the Supplier in conflict management; prioritization of care and demand management;- Evaluation of deviations in indicators and contractual requirements, relating them to the causes identified in the process mapping, when possible;- Defend the management / service from the ICT representatives by letting them know of the changes that have occurred and the actions planned to improve the service;- Accomplish action plans established by the contractor in follow-up meetings to correct identified deviations;- Review the alignment and correct registration of the various systems and tools used in asset management and service information in the park;- Study the use, distribution and incidence of failures in services, resources provided (equipment and people);- Review procedures and standards, performing intermediation between team representatives and, depending on the scope, regional;- Develop measures and internal indices to evaluate the health of the service.Costs management- Review of the location and situation of park equipment absorbed by the supplier to provide the service;- Review of the location and situation of equipment collected during the implementation of the contract;- Review of methodology for extracting and consolidating data for distribution of costs in the demonstration of services provided by ICT;- Analysis and response to customer representatives regarding cost divergence;

Rio De Janeiro Area, Brazil

Allocated in the Petrobras client to support the management of services in the Information Technology service area.- Mapping, analysis and optimization of processes, focusing on continuous improvement;- Conduct process and performance committees, create and follow up action plans to improve results;- Inspection of support contracts;- Support the various teams working within the requirements, terms and conditions of the contract to fulfill obligations and contractual commitments;- Survey of adjustments and improvements with impact on the service, perform functional specification, monitor development and test new functionalities or adjustments of current functionalities;- Interface with the governance and with the Support and Operations managers for alignment, capture of demands and feedback of the implantation;- Interface with the areas of customer relationship, crisis management or manifestations representing the management of the service;- Service level management (SLA, OLA) and performance indicators (KPI)- Preparation of executive presentation of results- Focus on the processes of Incident Management, Problems, Changes, Configuration (CMDB) and Service Catalog.

Rio De Janeiro E Região, Brasil

Four years leading technical support teams to achieve business objectives and performing actions for structuring, mapping and handling deviations. Previously I worked in the team that helps to guarantee the levels of availability of the services offered by the company through the management of failures and performance, either by interacting for their normalization and / or notifying internal staff / clients and reporting follow-up.◦ Technical Support Supervisor (4 years)Leading technical support teams;Keep up-to-date service procedures;Scale service teams by channel;Select and train staff for the service teams;Develop the individual potential of technical support team members;Monitor customer ratings and correct deficiencies;Keep work scales and exceptions up to date;Track reports of quality indicators for support and goals;Control the worksheet of employees;Address occurrences of dissatisfaction, nonconformity or security incidents;◦ Monitoring Analyst (1 year)Monitor the assets of Alog and its clients, identify, analyze and report flaws;Ensure the levels of availability of the services offered by the company by managing failures and performance by interacting for standardization thereof and / or notifying internal staff / clients reporting follow-up.Maintenance of services to be monitored according to defined rules;Traffic analysis, evaluation of standards and execution of actions to combat attacks;Initial data collection and coordination of actions to recover from failures of network and infrastructure systems, accompanying evolution of the framework.

Rio De Janeiro E Região, Brasil

Four years exceeding the expectation of the customers in the service, supporting them in the detection of failures and figures in the network, in the configuration of access stations; in the sorting, recording and follow-up of technical support cases, including part of this time dedicated to bilingual support. Experience in the development and application of training, leadership of people and consolidation of processes in the team.◦ Technical Jr / Telecommunications (8 months)Relationship with Managed Network clients;Support for the Oi Data Platform in the detection of defects and vulnerabilities in the network, to ensure the availability of the services offered by the company through the management of failures and performance;I support the Technical Support team (HelpDesk).Management of ADSL circuits of the Telemar plant in ATM and Metro (IP) networks. Remote sorting and resolution of xDSL circuit failures in networks via management platform, failures in remote stations of IP and ATM Data Networks (VELOX, METRO ETH)Experience in the monitoring and treatment of DSLAMs with the following platforms: Alcatel 5523 NG-AWS; New Bridge (Alcatel-Lucent 5620 Network Manager); ZTE (NETNUMEN N31 Unified data Network Management Platform); Huawei (iManager N2000 [r7-r11]).◦ Bilingual Technical Support (8 months)Final customer support in configuring access stations in covered hotspots; Screening, registration and follow-up of technical support cases.Proactive monitoring of client networks to ensure the availability and levels of the services the company provides by managing failures and performance (using Nagios).Bilingual assistance.◦ Technical Support / HelpDesk (2 years and 10 months)Screening, registration of technical support cases;Final customer support in the implementation of broadband service and in the screening, identification and resolution of failures;