Felipe Soares Email and Phone Number

- Spearheaded customer migration to the Deposco WMS, optimizing operational efficiency by developing and implementing performance metrics to ensure all processes consistently met or exceeded customer SLAs.- Collaborated closely with customers throughout the migration process, effectively managing expectations, outlining requirements, and ensuring timely delivery of project milestones.- Proactively monitored internal systems to ensure teams operated at peak capacity, efficiently escalating and resolving issues by coordinating with vendors and company leadership, minimizing vendor billable hours.- Developed and implemented KPI reporting solutions using Microsoft SSIS and WMS reporting tools for daily performance tracking and SLA compliance.- Oversaw the maintenance of existing WMS platforms (Veracore, WIS), ensuring system reliability and performance.- Managed 3rd-party WMS vendors, authored Statements of Work (SOW), and ensured quality assurance (QA) deliverables met organizational standards.

Designed and automated ETL processes and KPI reports for data integration, enabling SLAcompliance and improved performance.● Conducted billing audits, recovering overcharges and optimizing cost structures.● Automated reporting processes using SSIS and Python, reducing manual workloads.● Managed handheld devices within WMS ecosystems using InTune and Trendmicro.

- Developed and executed a comprehensive Product Support Strategy, maximizing customer satisfaction while meeting specific metrics and budget targets.- Monitored team performance daily, ensuring achievement of closure goals. - Provided product support to customers and collaborated with sales and service teams to address needs.- Worked with stakeholders to implement a new WMS system, incorporating inventory tracking and robotic product handling processes.- Generated app usage reports from SQL databases, analyzing anonymized user interactions and error logs for software development insights.- Managed QA task creation for the development team in Jira, ensuring high-quality deliverables.- Coordinated the migration to Zendesk CMS, including knowledge base, phone, and KPI tracking, from Help Scout.- Built reports in Google Looker and processed data using Google Cloud servers and storage solutions.

● Extracted and processed large datasets from SQL databases to create detailed inventory andperformance reports.● Audited billing data and implemented automated reporting to monitor team performance andensure budget adherence.● Migrated customer service metrics to Zendesk CMS, filtering and updating knowledge basearticles to improve accuracy and usability.● Designed and implemented new integrations within Zendesk to enhance operational workflowsand improve system efficiency.● Collaborated with stakeholders to design a new WMS system, improving inventory tracking androbotic handling processes.● Analyzed product support data to identify inefficiencies, resulting in a 15% improvement inresponse times.

- Evaluated and selected new ERP system (OpenERP/Odoo), developing implementation plans, custom processes, and testing procedures.- Selected and managed third-party vendors for ERP customization and deployment.- Oversaw all IT operations, including local and cloud infrastructure, and analyzed existing processes, technologies, and vendors to identify areas for improvement.- Led R&D efforts from company inception, driving the development of key products.- Conducted technical assessments to evaluate new product and process opportunities.- Developed and maintained project plans, identifying critical paths and resource requirements.- Built long-term relationships with external vendors for IT-related products and services.- Created ad-hoc reports for process, inventory, and sales analysis, including an inventory forecasting algorithm for dynamic purchasing adjustments using Python and SQL.- Reported directly to the CEO and board of directors.- Manage device and network security using Sophos Enterprise Device Management.

Maintained all IT related needs, installed and managed dozens of unique Linux, Windows and BSD servers in physical, VM and cloud environments. Implemented cost savings solutions by leveraging open source software. Developed hundreds of ETL processes and scripts for reports, migration and systems integration. Leveraged cloud servers for redundancy and network optimization. Deployed multiple off-shore remote sites leveraging IPSEC VPN tunnels and VOIP phone system.

Ruby scripting and report writing using Ruport API.

LAMP developer, building front end in PHP, MySQL and Javascript as web GUI interface for terminal based ERP system.

Receiving orders, resolve customer and order related issues

Fulfilling orders and managing shipping and mailing procedures