Jefferson Soares Machado Email & Phone Number

State Of São Paulo, Brazil

London, England, United Kingdom

London, England, United Kingdom

São Paulo Area, Brazil

São Paulo Area, Brazil

Service Management:-Planning the improvement of Support Team in order to ensure that the SLAs are met;-Managing Application Management Service and Support Teams;-Implementation of Application Management Service area for LATAM (Chile, Argentina and Peru); -Redesigning of Incident and Requisition processes (ITIL);-Implementation of KPIs as % of Resolved Tickets by 2nd Level; SLA per contract; Customer Satisfaction; Billing Target; Rework (internal and external); Interferences;-Implementation of interferences method to track all issues that can stop temporarily any professional of executing its job;-Contract Management and presentation of KPIs, improvements and action plans;-Keep strong relationship with customers working on critical issues seeking their satisfaction;-Implementation of TCO (Total Contact Ownership - Help Desk Institute), Change Management and Problem Management (ITIL);-Creation of Information Security Policy and standardization of Support procedures in order to achieve all goals set by the company;-Implementation of monthly meeting with directory board to present KPIs and action plans to keep improving the Support and AMS Teams.People Management:-Restructuring and dimensioning of Support Team;-Creation of job descriptions for the Support Team;- Hiring of professionals according to the new job descriptions;- Implementation of quarterly performance evaluation for all collaborators;-Provide feedbacks constantly for all Team members and set action plans to improve its soft and hard skills.Projects:-Cervello Cloud Project - sizing, managing RFQs with suppliers, creating plan to transfer all servers, executing plan which reduced 95% of infrastructure incidents;-Implementation of Service Level Management (ITSM);-Standardization of documents for analysis and survey of requirements (business and technical), as well as qualifying all team to use it.

Criciúma Area, Brazil

Service Management:- Provide second level support for 7 Branches and 22 Resellers (partners) working on incidents, requisitions and critical operating environments;- Act as a further escalation point where difficult issues or calls are received by Senior Analysts; - Monitor the operation assisting analysts and dimensioning teams when workloads are high, or where additional experience is required;- Report to Director of Products and Services on any issue that could significantly impact the business;- Attend monthly results meetings with the Managers and Director;- Manage all Service Desk KPIs, monitoring the operation and working with methods as PDCA, Pareto, Ishikawa, 52WH, SWOT,etc, in order to analyze and correct any incident or issue; - Liaising with customers, resellers partners, branches, senior management;- Performing briefings to Service Desk staff on changes or deployments that may affect volumes of tickets at the Service Desk; - Implement Policies and Procedures; People Management:- Manage the overall Service Desk activities for the three teams as Remote Support, Field Support and Call Center based on SPOC model (total of 32 collaborators);- Ensure that staffing and skill levels are maintained, keep them improving it constantly, arranging staff training and awareness sessions when necessary as engaging and motivating all teams; - Execute biannual performance evaluation with all professionals creating and monitoring actions plans in order to improve its hard and soft skills. Projects:- Implementation of ITSM tool Jira Service Desk (Requirements analysis, RFQ, Proof of Concept and Acquisition); - Restructure of process as implementation of best practices based on ITIL, HDI SCC, CoBIT, ISO20k.

Brazil

Services:- Review and provide quality analysis on tickets resolutions, detect issues and provide solutions for performance improvement;- Analyze tickets for daily, weekly and monthly KPIs/metrics and provide ad hoc reports for management;- Determine and provide trends on daily/weekly/monthly performance on various aspects of service as well as staff/teams performance on ticket resolution, incidents and service requests;- Implement new projects or participate as stakeholder;- Monitoring daily basis procedures that have been implemented and document the results to show improvement status;- Provide guidance and support to program management with internal policies, procedures, proper ticket impact/urgency based upon standardized work processes to ensure compliance;- Monitoring and report to management long-term trends of queues for SLA compliance;- Conduct regular customer satisfaction survey as one of KPIs;- Perform document review, calls and audit process;- Analyze and monitor Tickets of Quality Assurance (TQA) data input by users for satisfaction survey;- Determining training needs for analysts.Projects:- Implementation of Smart Cloud Control Desk (ITSM) working on system survey requisites, service catalog, process redesigning (Incident, Problem and Change Management - ITIL), system testing, data load (backlog), Customer communication and Go Live;- I managed the certification and auditing compliance process of the Service Desk (with 55 professionals) area according to Support Center Certification standards (SCC - Help Desk Institute).

Brazil

- Providing support to users for all tickets raised by phone or ITSM tool, email, self service, remotely or locally; - Ensure that all tickets are accurately logged in Support Works & updated up to closure;- Provide tickets report of Oxiteno International branches for IT Management (USA, Belgium, China); - Keep all fields ITSM tool translated into English language; - Escalate tickets to the appropriate teams when necessary; - Ensure that all SLA and Policies are met;- Set up, install and configure desktops, laptops, printers & other hardware as required.

Dublin, Ireland

- Administrative services;- Stock management;- Serve customers, keep deli and shop floor tidy and cleaning; - Face off products and shelves, organize the storage room; - Load and unload boxes, make dinner and assist customers.

Master Of Information Technology Management, Business/Technology

Specialization Course, Human Resources Management/Personnel Administration, General, Managing High Performance Teams

Specialization, Human Resources Management/Personnel Administration, General, Enneagram For People Mangament

Specialization, Quality Control Technology/Technician, Pdca / 5W2H - Best Practices For Services

Specialization Course, Computer And Information Sciences And Support Services, Support Center Manager (Scm)

Activities and Societies: Computer and Information Sciences and Support Services

Computer And Information Sciences And Support Services, Service Level Management (Slm)

Specialization Course, Computer And Information Sciences And Support Services, Service Catalog Course (Cas)

Specialization Course, Computer And Information Sciences And Support Services, Itil Foundation For Service Management

Specialization Course, Information Technology Project Management, Project Management (Pmbok)

Specialization Course, Information Resources Management, Oracle Database: Sql And Pl/Sql Fundamentals (Bp)

Bachelor’S Degree, Business Administration And Management, Business Administration

Sap Sales And Distribution Training, Computer Technology/Computer Systems Technology

√ SAP Sales and Distribution Academy √ SAP Navigation √ Master Data √ Organizational structures √ Billing √ Pricing √ Sales √ Shipping.

Business English Course, Developmental/Remedial English

Bachelor’S Degree, Computer/Information Technology Administration And Management, Information Technology