Jose Pericao Email & Phone Number

Lisbon Area, Portugal

Digital Farming assistant for small vegetable and fruit production.

Lisbon Area, Portugal

Industrial software, operational optimisation, Robotic process automatic.

Lisbon Area, Portugal

Cancún Area, Mexico

Portland, Oregon Area

Ozapato is a footwear company that makes rugged, all-terrain boots produced in Hidalgo, Mexico. We’ve put a lot of heart into the making of this pair of boots. All of our materials are responsibly sourced in Mexico; we use ecological rubber and the best quality leather available.

Zürich Area, Switzerland

Taxly is on a mission to reinvent the tax experience at scale by enabling our customers to be financially optimised in order to create a much better standard of living

Remote / Portland, Or

Agent Inbox is an all-in-one unified communications platform that has everything a real estate agent needs to message, schedule, and make a deal.

San Francisco

Postmates is transforming the way local goods move around a city by enabling anyone to get any product delivered in under an hour. Available for iPhone or Android, the app connects customers with local couriers, who purchase and deliver goods from any restaurant or store in a city, 24/7.Get the best of your city delivered in minutes! Lunch, dinner, groceries, office supplies or anything else. Our Postmates deliver from all your favorites places in under one hour.

Barcelona, Spain

Responsibilities:Technical and Professional Development leader for the L2 Team (32 agents)Responsible for the VIP / Red line and Field Services premium support linesResponsible for the Customer Escalation and complaint servicesDevelopment of training material and standardization for the L2 teamShift and work prioritization for both L2 core and 24/7 TeamCoordinator for creation of new support documentationCoordinator of support tool development for the HelpdeskCoordinator for Windows 7 migration Helpdesk supportAchievements:Ticket backlog reduction of 90% (2300 to 100)85% reduction of daily tickets sent to L2 (120 to 20 daily)Fostered team growth from 14 to 32, with less than 10% attrition rateDesign and implementation on support provided to L1 Teams strategy, including productivity tools andcommunication templatesDeveloped team intranet portal with internal processes and technical procedures5+ month positive KPI on Premium services support, first time since beginning of contract 6+ Months of positive feedback from customer on management of escalation/complaint tickets; Reduction of 140to 30 dailyIn 10 months reduced sickness rate by 75%40% of team passed Technical Tiering within the company

Mexico City, Mexico

Responsibilities: Representative in Mexico for the Company that developed and operates the Prague Public Transport unified payment system (Opencard) Market research on public transportation in densely populated areas for contactless payment systems Identify upcoming public tenders, its influencers and create business and technical network in the area Proactive approach to State and local Government to lobby on the advantages of contactless technology Develop customization knowledge of market and transmit to development department in Czech RepublicAchievements: Won Queretaro public tender, with a USD$10 million contract as solution provider

Mexico City Area, Mexico

Responsibilities:● Development of Customer Support area (KPIs, processes, technical solutions)● Development of After sales Department, including process development, and analysis of metrics forservice/product providersAchievements:● Successfully implemented Voip solution for entire office and call center,● Implementation of Kayako ticketing system and CRM solution (Salesforce)● Coordinated the implementation of 2 fiber optic solutions for data and telephony● Developed strategy for product delivery to customers as well as Proactive approach to stockage failure● Helpdesk email response time reduced from 3 days to 3 hours, within 3 weeks

Prague, The Capital, Czech Republic

Main responsibilities:● Co-leader of a team of 50 IT specialists● SLA and OLA analysis and quality follow up discussions with other ITS teams (Local IT, service desk, globalhelpdesk)● Served as operations day manager● Developed, managed, and organized recruitment and batch hiring daysMain achievements:● Participated in the design and adoption of ITIL v3 guidelines on the company’s infrastructure support model andnew ticketing system (Infra)● Hired and trained over 25 junior people, many today still with the company as 2nd and 3rd level support● Designed, co-implemented and handled initial support models for new services such as e-fax (approx. 12,000accounts)● Configured high definition tabletop system for approximately 300 devices● Automated VPN software token replacement in excess of 500 a month● Coordinated the migration of the Helpdesk team from Prague to India, including the reassignment of members andredistribution of support responsibilities● Created team’s service catalog together with weekly performance measurement, resulting in uniformity of theteam’s performance

Prague, Czech Republic • Monitored infrastructure at hardware and service level• Administered Lotus Notes infrastructure, blackberry and e-fax services• Provided first level network and VPN connection troubleshooting • Drove the implementation to production of ITIL v3 monitoring solution (NETCOOL RAD)• Gained additional responsibility to serve as quality initiative coordinator as well as knowledge forum expert

Lisbon, Portugal• Provided IT support for customers• Acted as guest relations representative & customer service coordinator• Reported customer quality issues to the hotel management

Cascais, Portugal• Co-owned and operated small-scale IT company• Provided clients with technical expertise and support• Developed B2B and sales activities with collaborating website design company

Lisbon, Portugal • Acted as single point of contact to local support teams• Coordinated and prioritized engineers’ workload• Created and maintained ticketing database • Generated SLA / quality reports according to the TL9000 norm