Gustavo Daniel Giudice Email & Phone Number

Ciudad Autónoma De Bs Aires, Argentina

I was responsible for the operations and technical support of a digital advertising network of more than 500 points of presence. Also looking after installations and new equipment requirements.I developed a monitoring system to supervise the whole network and a system integration with our ticketing system in order to generate automatic tickets. It was a big improvement in our operation.

Buenos Aires, Argentina

• I managed the client, finance and contract relationships for the main corporate accounts in the LATAM region (Volkswagen, Cargill, Dell, Techint, SAP, Ricoh and Bridgestone among others). • Service Governance responsibilities included technical and financial service reviews, network performance (transport, hardware and configurations analysis), network improvements (Capacity, QoS, Routing, etc...) and incident and escalations management.• I was responsible for service-level management (e.g. breaches, penalties) and for implementing continuous service improvement (technical, operational and customer education).

Buenos Aires, Argentina

• I managed Philip Morris International's account for the LATAM region.• Service management responsibilities included network improvements, account reviews, escalations, and order and billing management.• Change Management responsibilities included active participation in the Change Advisory Board (CAB).• Development of new business opportunities.

Rio De Janeiro, Brazil

• Incident and Problem Management for Rio de Janeiro´s MSC (Major Service Center - 250 agents) supporting North America, Latin America, and Europe.• I managed a 24-person team and was responsible for personnel selection, distribution and functions, schedules, training needs, and agent performance reviews and assessments. • I oversaw audits and reports to senior management, served as the SME for the resolution of chronic and/or complex cases, and developed groups processes to improve operations and meet targets.Audits and reports to senior management.• In previous roles within the company, I worked as a Level 3 Supervisor of a 5-person team and acted as the SME; served as a Level 2 Expert Agent supporting the regional Helpdesk migration to the Major Service Center (MSC) in Rio. I was transferred to Rio de Janeiro based on my high level of knowledge of the region and processes in order to ensure a smoothly service transition of service. Projects:•Lean implementation: I participated in the Lean pilot project to implement it within our Customer Service Operations at a global basis.•Central America’s Telco management consolidation into Rio MSC. Cost reduction of 50% in our operations for the region and an important customer satisfaction improvement due to an enhanced procedure.•Telco group restructuring. Group dedicated to deal with our Telco providers where I redefined its operation and scope. Successfully implanted.•Creation of a new handover procedure to improve our KPIs in the 2nd support level team. Successfully implanted.•New Interlock procedure between 1st and 2nd support levels to improve our KPIs and increase customer satisfaction. Successfully implanted.•ITIL implementation and Harmonization process to standardize operation at a global basis.

Buenos Aires, Argentina

• I led a 7-person Service Desk team that supported customers in Argentina, Uruguay, Paraguay and Bolivia; responsible for new personnel selection and training. • Created progress reports, analyzed statistics for senior management, and championed the development and implementation of new tools.• My team and I operated the national data and I also participated in new nodes installations and moves.

Buenos Aires

Buenos Aires, Argentina

Buenos Aires, Argentina

Buenos Aires, Argentina