Milton Acevedo Email & Phone Number

São Paulo, Brazil

- People's Choice Award winner Y2021 for outstanding performance and recognition- Achieved an impressive 45% Compound Annual Growth Rate (CAGR) in revenue from 2019 to 2023, highlighting the exceptional performance and strategic impact of our Professional Services team.- Directed service tasks, monitored project progress, and managed service team members to ensure KPIs are achieved, resulting in 85+ of NPS- Identified inefficiencies in service delivery process and collaborated with stakeholders to solve them.- Prepared architecture design and statement of works (SOW) for cybersecurity solutions projects to meet customer requirements.- Provided support to sales stakeholders in developing services proposals, presenting the services catalog, and determining the best offerings to cover customer needs- Handled customer requests, complaints, or concerns promptly and professionally, maintaining good customer relationships and ensuring renewals- Strategically allocated technical team resources for successful service delivery- Conducted Performance Reviews for the entire professional service team- Prepared and delivered presentations about professional services and support for sales stakeholders.- Conducted meetings with General Managers to discuss professional services needs and challenges- Prepared and delivered analytics about professional services and support for managing directors- Assisted professional services team members with difficult issues during project deliveries- Created reports, graphs, and dashboards with analytics in Salesforce for efficient decision-making- Performed deployments to assist professional services team during high load or complex projects (on prem, Saas and IaaS)- Collaborate with cross-functional teams to develop and implement process improvements for enhanced service delivery efficiency- Conduct competitive analysis to identify opportunities in the professional services industry and develop new services

Sao Paulo, Brazil

- Developed and optimized the workflow for the professional service department, ensuring efficient and streamlined operations.- Oversaw the management of the professional service department, providing guidance and defining activities for the team as needed.- Created over 15 service templates (SOW) to support sales stakeholders in effectively promoting and selling professional services.- Built a comprehensive Salesforce dashboard with more than 20 graphs, providing visibility into financial data and performance metrics for the region, enabling informed decision-making and proactive improvements.- Prepared status and financial reports for the regional head of support, offering valuable insights and analysis.- Designed architecture elements for service delivery and training, ensuring high-quality and effective implementation.- Conducted meetings with partners and clients to discuss projects, address challenges, and find collaborative solutions.- Established a centralized information hub on Confluence to consolidate and organize information about professional services and extended support.- Delivered impactful presentations on professional services and extended support to audiences of over 100 participants in Latin and North America.- Defined quarterly goals for professional services engineers and provided guidance on the most effective strategies to achieve them.- Held meetings with General Managers in the LATAM region to understand their specific requirements and offer tailored solutions to address their challenges.- Led and delivered professional services projects for large enterprises in Latin America, ensuring successful outcomes and customer satisfaction.- Developed vulnerability assessment services utilizing active and passive reconnaissance tools such as Shodan, Nessus, VirusTotal, and Dehashed.

São Paulo, São Paulo

-Responded to customer cases via Remedy and provided helpful assistance over the phone, ensuring customer satisfaction.-Troubleshot tier-1 and tier-2 issues related to Kaspersky enterprise products.-Delivered remote and on-site assistance for deploying and troubleshooting various Kaspersky security solutions, including Kaspersky Security Center and endpoint security products for different platforms.-Offered recommendations to enhance cybersecurity in customer environments, providing valuable insights and expertise.-Participated in a job rotation in Russia and leveraged insights gained to launch and manage technical support meetings, contributing to increased team knowledge and customer satisfaction.-Created and presented a project to monetize the support department, defining professional services tasks and requirements for service delivery.-Conducted meetings with professional service customers to understand their specific requirements (SOW) and assign appropriate resources for service delivery.-Maintained a repository of professional services bundles, providing descriptions of ready-to-deliver services for sales stakeholders.-Oversaw all professional services projects purchased by Kaspersky corporate customers in Latin America, ensuring smooth execution and customer satisfaction.-Conducted trainings in English, Spanish, and Portuguese on Kaspersky Maintenance Service Agreement, professional services, and standard support.-Utilized data insights from negative reviews to identify areas for improvement, leading to a Net Promoter Score (NPS) consistently above 85%.-Successfully managed quality assurance processes and achieved ISO9001 audit compliance.-Developed and maintained a repository of over 3 GB of instructional and troubleshooting videos, along with a YouTube channel that garnered more than 13k views.-Supported and motivated team members to achieve team objectives, fostering a collaborative and goal-oriented work environment.

São Paulo E Região, Brasil

São Paulo E Região, Brasil

- Provided friendly and effective assistance to customers through phone calls and email communication.- Troubleshot tier-1 and tier-2 issues in QuickBooks and QuickBooks ZeroPaper, ensuring timely resolution and customer satisfaction.- Led the management and deployment of a project to revamp the QuickBooks ZeroPaper Help web page, enhancing customers' self-service experience.- Collaborated with technical teams to analyze and resolve customers' challenges and issues, ensuring high-quality support and problem-solving.- Created and updated ZenDesk macro responses, streamlining customer care processes and improving response time and productivity.- Leveraged data insights from Voice of the Customer (VoC) and Net Promoter Score (NPS) to identify opportunities for continuous improvement.- Developed procedures and training materials aligned with departmental needs and company requirements, enhancing efficiency and knowledge sharing.- Provided support and motivation to team members, fostering a collaborative environment and driving towards team objectives and goals.- Designed and conducted classroom training sessions for customer care agents, focusing on effective quality call handling techniques.

São Paulo E Região, Brasil

- Developed instructional newsletters for better use of hardware and software, thus contributing to increase company's employees performance.- Managed a printer outsourcing project where approximately 157 printers were installed in 13 places of Monsanto in Brazil.-Scheduled and conduct meetings with IT equipment and services providers in order to discuss and decide the right direction for ongoing projects and align expectations.- Represented whole IT team in meetings for new employees, brought important information about infrastructure, demand, Helpdesk and safety information.- Developed the communication plan about the status of network links in the 13 sites of Monsanto in Brazil. This activity included the communications that would be sent to managers and the flowchart that all analysts must follow to send these communications.- Developed Excel charts and Power Point presentations with general networking information and sent them to managers.- Implemented a project that installed high-definition cameras in 64 meeting rooms.

São Paulo E Região, Brasil

- Answered the phone to assist customers in a friendly and helpful manner;- Responded and diagnosed first level basic issues;- Provided help desk support for customers experiencing problems with software and hardware;- Created and routed tickets to the appropriate queue;- Monitored tickets in order to meet SLA.- Documented and reported escalating issues through the appropriate channels;- Translated written documents for different departments;- Translated sentences spoken or written in English into Spanish or Portuguese.- Provided support to new hires.

São Paulo E Região, Brasil

- Received guests on arrival with a friendly manner;- Checked if the cashier is accurate to start the shift;- Posted all transactions to keep all bills updated;- Efficiently dealt with check-in and check-out of guests;- Checked and controlled revenue lost and operational mistakes through management reports;- Checked if chargeback justifications can be accepted using 5W1H principles;- Managed advanced reservations, phone bookings and fulfilled particular requirements;- Operated phone switchboard, messages and inquiries in a disciplined manner;- Assisted other departments with basic duties when there was high volume of work;- Prepared cashier to the next shift and ensured through system reports that listed values on it were accurate.

Bachelor'S Degree, Management Information Systems, General

Master Of Business Administration (Mba), Business Administration And Management, General

Associate'S Degree, Hospitality Administration/Management