Renato Pereira Email & Phone Number

Lisbon, Portugal

Business and Data Analytics: Utilize business and data analytics skills to analyze support trends, identify areas for improvement, and provide actionable insights to enhance service delivery, customer experience and internal handling of escalations to engineering teams.Develop and maintain dashboards and reports to track key performance indicators (KPIs) and support metrics. Active participation in MBR’s (Monthly Business Reviews), presenting up to date KPI’s, their variation over the last period(s) and their justification, while providing actionable actions for improvement if needed.Release Management Participation: Actively participate in release management processes, including testing and validating new features and updates, product deprecation, readiness content and change management planning. Collaborate with product teams to ensure smooth deployment and minimize disruptions to customers.Global Processes Definition: Define and implement global processes for technical case routing and correct business classification. Develop and maintain standard operating procedures (SOPs) to ensure consistent and efficient handling of support cases across regions, including handovers and escalations. Technical Case Routing: Implement and manage technical case routing processes to ensure that support cases are assigned to the appropriate teams and resources. Monitor and optimize case routing to improve response times and resolution rates.Operational rigor: In line with the previously mentioned points, part of my responsibilities is also to ensure that work items are properly classified and in alignment with our internal data structures for business analytic purposes and coherent decision making to take place.

Portugal

Delivered technical support for Microsoft products and services, focusing Azure Identity Authentication technologies such as MFA, Conditional Access, ADFS, Application Experiences, etc.Assisted customers in implementing best practices for security and identity management.Conducted technical training sessions and workshops for customers and internal teams, regarding not only technical aspects but also interpersonal communication, change management and negotiation skills.Collaborated with cross-functional teams to address customer feedback and improve service delivery.Provided detailed documentation and reports on technical issues and resolutions.

Portugal

Senior Support Engineer for Azure - Cloud Identity TeamSupported Azure Identity services, including Azure Active Directory and Multi-Factor Authentication.Diagnosed and resolved complex technical issues related to identity and access management.Worked closely with customers to understand their technical needs and provide tailored solutions.Participated in the development and improvement of support processes and tools.Contributed to knowledge base articles and technical documentation to assist customers and support teams.

Ibm Portugal

Senior Systems Engineer consultant at IBM Portugal, mainly focused on developing automation processes for all systems currently active on all the IBM supported customers.This includes developing code and solutions that might automate any task, from simple information gathering to complex modifications over isolated components or massively distributed systems.Frequent participation in high impact projects, solution design discussions and critical problem resolution scenarios complement this main activity.

Active Directory/Directory Services architect role, single responsible for the entire AD forest of Webasto AG, global market leader in the automotive supplier market for sunroofs and thermo components. All projects and operations regarding AD, including blueprints, operations methodology, GPO settings, AD replication topology, DHCP, DNS, WSUS, CA’s, Exchange integration, Sharepoint Integration, SAP integration, CISCO integration, delegation models and security are part of these responsibilities. The largest project currently in execution consists in an intra-forest migration from 14 domains into a single one, including all database objects and database services of all the systems currently in production worldwide, distributed by the 54 countries in which Webasto is currently present.

Responsible for handling exclusively critical severity incidents impacting Microsoft Premier Customers worldwide in the Platforms (Active Directory, Security, Networking) area of expertise, including those which lead to hotfix releases and windows source code changes.Direct onsite intervention in extreme severity incidents, mostly amongst banking, public sector and telecommunications customers, especially while dealing with issues that could impact the company public visibility. Individually accountable for mentoring and collaboration projects with remotely located teams, especially in emergent economies (India, Brazil, Africa), driven to increase the customer satisfaction indicators for those same teams

Reading, United Kingdom

Responsible for handling exclusively critical severity incidents impacting Microsoft Premier Customers worldwide in the Platforms (Active Directory, Security, Networking) area of expertise, including those which lead to hotfix releases and windows source code changes.Direct onsite intervention in extreme severity incidents, mostly amongst banking, public sector and telecommunications customers, especially while dealing with issues that could impact the company public visibility. Individually accountable for mentoring and collaboration projects with remotely located teams, especially in emergent economies (India, Brasil, Africa), driven to increase the customer satisfaction indicators for those same teams.

Lisbon Area, Portugal

Support EMEA Premier Customers in highly visible and/or complex support incidents in the Platforms (Active Directory, Security, Networking) area of expertiseWorkshops development and delivery to the same audience, based on their own individual requirements.Mentoring and collaboration responsibilities in projects with remotely located teams, especially in emergent economies (India, Brazil, Africa)

Engineer'S Degree, Computer Science

Activities and Societies: New students welcome committee member

High School, Science