Guilherme Ramos Email & Phone Number

São Paulo, Sp, Br

Sao Paulo, Brazil

Evolux passion is to help companies achieve their goals by creating strategically designed solutions to their business processes and requirements. Evolux has been providing IT services in different countries throughout Latin America, including outsourcing, dispatch for remote hands, break & fix, deskside support and more.The key for our services delivery is the integration between our operational teams and a single point of contact for our customers for any of their inquiries, independently of what scope or location they need.The relationship with our customers is managed through our customer care team, handling new projects requirements and after-sales services.Get in touch with our sales team at sales@evoluxconsulting.com to receive more information about costs reduction and tailored solutions.

São Paulo Area, Brazil

Managing projects through Latin America, main coutries were Argentina Brazil, Chile, Colombia, Equador, Panama, Peru, Puerto Rico, Venezuela and some Caribbean islandsProjects including Dedicated and Dispatch services, IT hardware maintenance contracts and IT professional services.Working with multicultural teams in different countries to achieve customers highest experience and satisfaction.Projects following PMI lifecyclesResponsible for- SOW receipt and validation, requirements analysis;- Creating project documents for the operational areas- Implementation kick-off with customers and internal stakeholders- Managing databases and processes- Operations follow-up, backlog validation and support to both internal and external customers- KPIs and continual services improvement- Customer's approval on pre-invoice for different accounts- Analysing and approving company providers pre-invoicing- Projects monthly P&L locally, globally and customer P&L Daily contact with global integrators for escalations, implementations and services follow-up in Latin America

São Paulo

Contracts Implementation- To manage the implementation of every new contract in the region- Information and logs request to customer in order to provide the localstock with necessary spare partsLocal stock management- Make sure that all parts that are used on a ticket are updated on stocksystem- Check with each partner if their stock matches our systemSpare parts provisioning- Parts provisioning for each country, purchasing locally or dealing withUSA vendors, then handling the shipment to local partners- Purchase buffers for new contractsNew partners implementation- Search for new partners on locations where we may develop newbusiness- Make sure the new partner is aware of all legal paperwork- Make sure the new partner attends Evernex prerequesitesPartners management- Tickets monitoringMonthly payment management for providersDispatching and tickets management- 24x7 availability for LATAM- SLAs with 4h intervention, 6h resolution or NBD resolution- Tickets opening, handling and closing with customer follow-up- Customer updateLogistics development- Implement contract with new logistic partners- Implement new ways to deliver parts to customers and partnersaccordingly to the criticityEscalation management- Deal with customer escalation (Portuguese, English and Spanish)- Conflicts management and daily updates

São Paulo Area, Brazil

-Tickets management in 10 countries over LATAM- SLAs of 1h, 2h, 4h or 12h- Requirements survey with customer for new contracts- Escalations POC- Infraestructure tickets follow-up and assistance in LATAM- Management of fulltime field engineers in Manaus (Brazil) and one fulltime fieldengineer in Reynosa (Mexico)- Partners management in 10 countries over LATAM- Budget management per custormer account

São Paulo E Região, Brasil

- Videoconferences management through Latin America + USA;- Critical (CEO + Latin America President and Directors) videoconference assistance;- Trilingual support for Managers, Directors and President;- Procedures improvement;- Videoconference procedure creation;- Blackberry to IPhone migration (end-user support);- IPhone procedures creation.

Bachelor Of Technology - Btech, Computer/Information Technology Administration And Management

Education record

Education record