Leading a global team of app specialists responsible for creating, launching, and supporting our mobile (iOS and Android) and TV apps (FireTV, Roku, AppleTV, AndroidTV, and Samsung TV). Our mission is to empower clients and brands to deliver exceptional experiences to over 8.5 million users.Working closely with the Customer Success, Support, and Engineering teams to ensure effective solutions for complex issues across our customer base.Key Achievements:- Increased team performance (deliverables) by 269% through process automation and optimization, without increasing team size.- Published 1,908 apps in 2023, a significant rise compared to 709 apps published in the previous year.- Reduced team churn rate by improving the work environment, tools, and processes.- Contributed to a 30-40% revenue increase for VIP clients by launching mobile and TV apps across multiple platforms.Key Responsibilities:- Reporting to the CTO- Lead, train, and mentor a global team of app specialists.- Facilitate process automation to ensure efficiency.- Act as an expert in our apps, driving continuous improvements.- Ensure all app publishing deadlines are met.- Monitor and report performance metrics to leadership.- Provide regular feedback to the team and the leadership- Conduct quality assurance reviews on the app team’s ticket responses.- Manage internal processes and handle escalations and client relationships.- Enable the team to meet or exceed OKRs and KPIs by documenting and sharing knowledge.

Helping our VIP clients (high billing) to increase their revenue by 30-40% by setting up mobile and TV apps to stream their content on the following platforms iOS, Android, FireTV, AndroidTV, Roku, and AppleTV.- Onboarding our clients, managing the whole process, and providing guidance and consultancy to ensure they're making the best use of our platform to reach their business goals: - Driving customer adoption of new features and best practices - Conducting training events and webinars for customers (1x1 or one-to-many). - Answering emails, engaging them through clients management tools such as Intercom, Zendesk, Planhat. - Writing and maintaining help guides, training videos, email announcements.Customer Success Management- Owning the relationship and growth of assigned target accounts (VIP clients), responsible for the client's life-cycle, finding upsell opportunities, and addressing their frustration to avoid churn.- Providing post-sales support to our clients on anything related to their apps. - Troubleshooting issues in our apps - Providing solutions/workarounds to our clients - Managing escalations to our developers and engineering teams- Helping developers and engineers team to prioritize the backlog based on our client's pain points- Manage customer feedback, insights, and feature requests to contribute to our product's continual development- Participating in the hiring process and onboarding of new team members, hosting training calls and producing and maintaining internal articles and videos, making sure they're set up for success in this role, and ensuring that the team's best practices are being followed.- Helping the leadership by driving data-driven insights of our team's activities by creating internal data ingestion and visualization solutions

- Managing end to end data-driven insights: from data ingestion through scripting to querying (SQL / Hadoop), analysis and reporting- Experience with programming/scripting, reporting, and data analysis.- Managing Dell sales applications (SFDC and MyQuotes) KPIs, weekly reporting to executive leadership and quarterly reporting to Dell's Commerce & Services Vice PresidentTools/Technologies I managed:- Hadoop- SQL- PowerBI and Tableau (for dashboard creation)- Python (pandas, selenium for data gathering and analysis)- Advanced MS Excel- Zoom and Skype for Business for meetings/conferencesSome highlights: - Helped to drive the page loading time on SFDC from an average of 4s in 2019 to 2.9s by the end of the year (in collaboration with engineering and dev teams)- Defining KPIs to evaluate the performance of the top revenue accounts in Dell’s SFDC and start reporting every week to improve the relationship with those clients- Helped development and engineer teams to identify the impact of each code release in the quoting tool’s performance, making sure the new code had a positive impact on the end-user experience.

Member of the project team handling the migration of Dell's APM (application performance management) toolsResponsible for IT change requests, coordination and communication with several teams among different organizationsSetting the standards and pursuing them for successful migrations without downtime.Dealing with ambiguityLeading without authority

Helping to architect and acting as a full stack developer of an automation tool to streamline Environment Health Checks (EHCs) across the company's IT infrastructureEnsuring IT environment as a whole is consistent and following the company's standards and best practicesThe EHC Process, developed on my team, became a Dell Patent (filed in 2017)Troubleshooting application performance issues in Production environmentSearch for root cause in all possible levels (Physical/Virtual infrastructure, Servers configuration, Source code, Database & Network)

Responsible for the analysis, design, modification and support of websites and systems, databases, and internet/intranet related tools. Focuses on the operations, maintenance, functionality, structure, and look and feel of websites. Supports, and maintains the company web pages as well as consults on the online content.• Partners with subject matter owners and IT to ensure effective, updated, and informative websites, as well as to prioritize functionality, features, and updated content into production• Organizing team weekly knowledge sharing and training sessions• Performs web usability testing• Troubleshoot content issues and manage to provide end-users training when needed or engage IT and developers• Manage escalations regarding the Content Management System and environment related issues• Ensures website performance and content validity• Provides systems and applications testing on both a regional and global basis• Responsible for ensuring the meet of site specific standards, policies and practices

• Handling content and server issues on Dell.com globally: quality concerns and proactive actions• Broken links and images: monitoring and reporting to content owners• Helping IT to find out the correct peers to get things fixed faster during Trouble Tickets resolution process

• Technical support (remote and physical)• Installing and configuring the software and hardware server computers• Routine visits at the clients, fixing bugs and updating softwareTechnologies:• Laboratory automation and interfacing company - developing it's own system based onGNU/Linux(Unix) and "C" development language, using Databases (Oracle, MySQL,PostreSQL and/or FirebirdSQL) and also Shell Script

• Responsible for the IT Department of the EEB Leonor de Barros high-school• Hardware maintenance (computers, printers, data-show projector, and overhead projectors)• Technology laboratory users administration (permissions and quotes)• School's network administration• Teaching basics about hardware, software and Open Source systemsTechnologies:• GNU/Linux (Debian based distros) and MS Windows

Teaching History and Geography to students from 12 to 15 years (6th to 9th grade in Brazil).