Head Product SupportCurrently holds the position of Head of Product Support, assuming the management of product support team, which is responsible for the product support of all products, responsible for the management of more than 90 contracts, with customers all over the world.Manages three support teams, where each team is responsible for a different set of products. His main functions are:• Provide the supervision to the teams• Negotiate new support contracts• Promote the development of the teams• Manage the team performance (ensure that the team accomplishes the SLAs agreed with the different customers)• Ensure customer satisfaction• Define team goals• Manage priorities• Manage the team budget• Ensure the use of best practices by all the teams• Seek and promote improvement opportunities• Participate in hiring new employees to the teamProducts Support Manager (since 03/2009) Products Support Manager in Braga Office, being responsible for approximately 40 contracts and for the management of the support team, which supports 6 of the 9 Products, with customers all over the world.Products Support Responsible (since 01/2006)Support team leader, responsible for all the Product Support contracts with Customers.Senior Consultant (03/2003 to 12/2005)Participation in the analysis of the Integrated Collection Solution for an international telecommunications operator, as project manager. Responsible for the support team of ICS implementation.Consultant II (12/2000 to 02/2003)Participation in the analysis, development, test, rollout and support in a project of the Integrated Collection Solution for an international telecommunications operator. Executed management and control functions in the test and support phases of the project.Participation in the analysis, conception, development, rollout and support in several projects.Especializações:More than fourteen years of experience in Information Technologies.