Frederico Rocha, Mba Email & Phone Number

Client services project management leading technical professionals, cross-functional teams and global external partners effectively through feedback, actions, 1:1 meetings, and follow-ups providing extraordinary service, problem management and change management, as well as the delivery of the other ITSM services, monitoring performance and projects operations. Lead ITSM agenda, managing all related KPIs, seeking to raise the level of service, customer satisfaction and efficiency in the chain.Oversee complex contracts for large-scale global enterprise environments, defining SLA terms and financial agreements for RFPs analysis.Provide overall strategic leadership, P&L direction to control and optimize OPEX/CAPEX planningand technical services relationship management.

Led daily discussions with Global teams and intercompany operations to transform underlying business processes focusing on sustainability and innovative solutions to create a fully integrated digital ecosystem model.Interfaced with technical development teams and business stakeholders to expedite businesses decisions and enable intelligent process automation.Drove digital data standardization to design the vision and roadmap of digital products to unlock efficiency, promoting high performance business values.

Trusted sales advisor leading technical and business meetings, engaging with customers, listening and understanding their challenges and requirements, from discovery meetings to solutions presentations, preparing demos and supporting design the solution architecture for ERP product upgrades and custom applications. Introduced the concepts of P.O.P modeling to promote POC/POV applying technical validation.Provided ground for the intersection of sales, product and engineering by tailoring IT solutions to specific business needs and defining their functional requirements and stages of implementation.

Salt Lake City, Utah, United States

Owned technology infrastructure for the operation and management of enterprise IT services and IT environments, defining ITSM strategies leading infrastructure developments to support system management and integrations while empowering innovation to manage crisis situations involving technical hardware/software problems and infrastructure updates, combining ITIL best practices with Agile mindset. Developed operational plans, procedures and policies for the functional areas of responsability ensuring SLAs, OKRs, KPIs were met and exceeded.Managed hardware IT infrastructure for routers, switches, hubs, repeaters, gateways, bridges, and modems applying network troubleshooting best practices for physical and virtual connections, including data server configurations and database maintenance.Contributed to organizational policy regarding quality standards and strategic planning.

Vineyard, Utah

Managed infrastructure environment of existing custom-built software, monitored systems integrations and provided internal support. Supervised all operations involved in information technology, including computer hardware, windows servers and network routing. Established a technology roadmap and designed project management workflow structures to define timelines, progress, dependency relationships between activities, track/monitor specific tasks and resources prior any deployment.Specialist in SaaS applications and web services acting as a CRM administrator, supporting eCommerce development, omnichannel planning, API testing and cloud based application integrations. Completed projects promoting the business technical vision and strategy for the implementation of growth opportunities.

Alumni & Career Services Brigham Young University Hawaii

Developed and maintained long-term business relationships by leading communication channels.Maintained existing customer success metrics and data analytics as directed.Reviewed and improved customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.Provided accurate data analysis to prioritize information needs and locate system improvements.

Lehi, Utah, United States

Supported all communication channels: phones, chats and emails in English, Portuguese and Spanish.Confirmed authority and authenticity of SSL certificate requests globally.Answered broad range of customer inquiries, technical issues and SLA requirements.Effectively communicated and simplified technical terms for end user members through simplified trouble shooting of products of a creative, technical nature. Conducted SSL installation, server specific errors and DNS configuration across multiple server platforms.Led customer engagement by offering additional products or services that will further enhance the member experience. Followed-up with existing customers via phone and email to improve customer experience. Provided world-class, industry-leading customer service and support to all customers.

São Paulo Area, Brazil

Served as executive of business strategy for SaaS new sales opportunities, generating leads and nurturing existing customers. Gained customers trust from building relationships, creating frequent engagement action plans involving follow-up consultations and product trainings.Instructed and onboarded new users, sharing cloud concepts and fundamentals of GSuite and GCP. Encouraged existing customers to fully optimize tasks from software usage by participating in one-one consultation sessions, improving overall customer experience and retention.Managed social marketing platforms strategically to maximize sales and grow digital traffic.Consistently achieved quarterly goals, helping Startup grow in size, increasing marketshare and team received special recognition from Google for top sales as a global Google partner.

Yazigi Language Center - São Paulo, Brazil

Educational Coordinator & IT Services Supervisor, supporting education learning using online technologies. Monitored and tracked student progress in English and Spanish.

Master Of Business Administration - Mba, Digital Business

Bachelor Of Information Systems, Computer And Information Systems Security/Information Assurance

Activities and Societies: Cum Laude, Student Recognition Award, SAP University Alliances Award. Student Recognition Award, Outstanding.

Corporate Finance

Finance Principles: Accounts Payables, Accounts Receivables, Fixed Assets, General Ledger, Controlling, Reporting, Planning, Product.

Full Stack Development

Full Stack Development: Python, Javascript, Angular JS, React, C#, HTML, CSS Computer Software Engineering: Design and develop dynamic.

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations

▪ Principles of Finance and Economics ▪ Fundamentals of Accounting ▪ Leadership Principles ▪ Marketing Analytics ▪ Resource Management ▪.

Foreign Exchange Student, English Language And Literature, General

Activities and Societies: Attended Skyline High School - 10th grade (https://www.issaquah.wednet.edu/skylinehs/) OCEAN (Organization.