Mauro Grade Email & Phone Number

Curitiba, Paraná, Brazil

Learning everyday to improve project delivery (IT solutions) to our customers.

Curitiba, Paraná, Brazil

• Responsible for purchasing, deployment, operation and maintenance of wireless infrastructure telecom products in Telecom Lab, as well as for Lab Service Delivery to internal and external Latin American customers.
• Managed a periodic review, negotiation and replacement of contracts with 3rd party providers leading to operational cost reductions.
• Set up of a permanent communication and marketing channel towards potential users which resulted in increased Lab utilization and, as a consequence, investment optimization.
• Lead global team to define customization of support tool (Jira) and managed its deployment for Labs worldwide. It resulted in optimization of resources and more agility in Lab support.

Curitiba Area, Brazil

• Set up and deployment of Latin America Service Quality Center. Responsible for development and implementation of processes (focus on preventive actions) for Service Delivery and for the definition, report and follow-up.
• Developed and deployed two processes: ‘Live Network Intervention’ and ‘Technical Notes Analysis’ which lead to lower the number of incidents, increasing customer satisfaction, and to generate new businesses.
• Set up a governance model with Customer Teams to review KPIs and define action plans, resulting in more engagement and process adherence.

Curitiba, Paraná, Brazil

• Responsible for development and deployment of Software Change process, a guide to deliver SW update/upgrade services to Latin American customers. Customer service delivery coordination and engagement of Customer Teams..
• After development and implementation of a tool supporting the process, which included Lessons Learned register, we could foster preventive actions usage leading to increased customer satisfaction and service delivery.
• Started migration of Software Change deliveries to a centralized organization, resulting in significant cost reduction.

Santiago Metropolitan Region, Chile

• Responsible for planning, deployment, tests and acceptance of telecom solutions and services for different telecom operators in Chile. Reported to Country Manager in Santiago/Chile, leading a team of 5 engineers.
• Due to the complexity of project integration, I started a plan to evaluate and negotiate how to solve pending points with both project partner and customer. By executing on agreed timeline, we could get partial.
• Once integration problems mentioned above have caused a delay in a second project (resource allocation impacted), I was able to use fast tracking technique to reduce time schedule and deliver this project in time and.

Rio De Janeiro, Brazil

Management of integration, tests and acceptance of fixed networks solution in Telecom Operator. Challenging environment with competitor company.

Curitiba, Paraná, Brazil

Leader of Tier 2 customer support team for Latin American customers, concerning fixed networks products and solutions. People management, people enabling, customer contact. Monitoring and management of quality support KPIs.

Curitiba, Paraná, Brazil

Ticket handling, troubleshooting, 24x7 emergency support and software update execution concerning fixed networks telecom products for Latin American customers. 6 months experience in Germany as Quality Assurance tester for Intelligent Networks solution.

Postgraduate Degree, Computer Systems Networking And Telecommunications, First-Class Degree - 80%

Extension course on Telecommunication multi-services networks.

Electronic Engineer, Electrical And Electronics Engineering