• Provided extensive support to new users of a SaaS business analytics platform, improving their ability to forecast performance.• Surpassed personal KPI targets, increasing MRR, Setup Services, and Deals created.• Showcased expertise in utilizing over 50 tools in Marketing, Sales, E-commerce, Financial, and Operational areas.• Prospected for new leads through chats and email tickets, prompting engagement and action through calls.

• Analyzed app usage, adoption, and activity to enhance customer engagement in alignment with business objectives.

• Spearheaded the successful onboarding process for new and existing customers, guaranteeing long-term satisfaction and retention.• Served as a pivotal intermediary between customers and Sales & Technical Support teams, resolving issues, and offering guidance with the App.• Formulated tailored metrics and dashboards to enhance user comprehension.• Fostered seamless collaboration with Support and Account Management departments, ensuring fluid transitions and delivering unparalleled customer service.

Maintaining positive relationships with clients, providing timely responses, and managing escalation when necessary. Assuming responsibility for the management of incidents reported by customers. • Investigating and analyzing to determine alternative solutions, asking questions to quickly understand the cause of the problem by phone, email, or chat.• Establishing priority and understanding the business impact of the problem for the clients.• Documentation of each of the cases according to the requirement.• Consulting internal and external resources and databases, as well as ensuring the adequate recording of technical knowledge.

• Oversaw and managed multiple Oracle NetSuite support contracts in ERP, CRM, SuiteCommerce, Location, Electronic Invoicing, and custom modules.• Facilitated seamless collaboration with escalation, QA, project managers, and development teams to optimize processes.• Organized and led weekly meetings to address challenges and drive continuous improvement.• Implemented monthly customer reporting to enhance transparency and satisfaction levels.

Lead a team of Engineers supporting multiple products within NetApp’s solution portfolio to address technical issues for the global customer base. Partner with other Support Managers, and Escalation Leaders to ensure complex or escalated issues are addressed in a timely manner· Managing Technical Support Engineer bilingual teams in operational processes, technical communication, and troubleshooting.· Manage and review operational reports (Attendance adherence, client scorecard, metrics management reports). Working collaboratively with the team to achieve optimal results on metrics.· Conduct regular audits and reporting against compliance.· Conduct regular one-on-ones with direct reports to review individual performance and offer on-going developmental coaching.· Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

• Spearheaded project management initiatives for small businesses at "Brander Ideas", a software development company.• Successfully managed over 10 projects at various stages for government and private sector clients.• Coordinated up to 4 development and QA teams concurrently to ensure seamless projectexecution and delivery.

Manage the implementation of the Warehouse along with logistics processes, administrative activities, lead, execute and plan continuous improvement teams.• Manage the daily operations budget.• Design and implementation of strategy for inventory control.• Management of commercial and technical relations with suppliers and customers as a member of the After-Sale team.• Management of technical support staff from 3 to 8 employees, for the well stimulation equipment such as steam generators, nitrogen injection equipment and mechanical pumping units.

As an outsourcing consultant at the operational level guiding the staff in the activities of structural maintenance and industrial equipment, providing services to the Veneto a Wyndhanm Grand Hotel & Casino.• Management of providers and hotel contractors in the area of escalators, elevators, air conditioning system and others equipment such as chillers, power plants and boilers.• Implementation of working procedures and verification controls tasks at a preventive and corrective level.• Supervision of locative maintenance with a staff of up to 21 employees on rotating schedules 24/7.

Leader of the project team of the complete remodeling in the casino of the Veneto Casino & Holiday Beach Resort.• Implementing a comprehensive update design at floor level in the casino area, structural remodeling, electrical and data wiring networks.• Changing independent slot game machines using coins to a computerized slot machines system with cards.• As part of the redesign and upgrade of security cameras for the casino layout applying the requirements analysis demonstrating ability defining challenges and search for solutions.• Through negotiation with suppliers and contractors I achieve up to 30% discounts on prices and rates, guaranteeing services and applying professional treatment.

Having the commitment to the efficiency and security in the deployments.• Lead the technical team for the service and implementation of projects.• Assuming projects in the field of data networks and telephone of more than 100 points, installation of security cameras and access control systems.

Innovating with services and effective technological Infrastructure solutions in installation of networks and telephony.• Managed outsourcing staff, for the execution of the projects.• Supporting the commercial area in attracting new customers.• Design and coordination of projects in homes and offices, applying technological solutions such as: structured cabling, PBXs, CCTV and access control systems.

I provided services in technological solutions performing corrective and preventive maintenance of hardware and software, as in structured cabling installations for local area networks, switches, and routers installation.

As part of a team in the management and maintenance of networks, responsible for monitoring, troubleshooting, management, security and maintenance of servers.• Intranet Area and Technical Support, providing user support on the platform of the company, management and maintenance of hardware, operating systems. • Training to end users on Windows Server, Novell network operating system and Lotus Notes.

As part of a team of the development and coordination for the entire country of all advertising inserts (AD Insertion - TV Spot) equipment.• Participate in the design development of an in-house application to be used in combination with the system of SeaChange International.