Ricardo Bem Email & Phone Number

São Paulo, Brazil

As a Support Manager, I lead a dynamic team dedicated to providing exceptional customer support for Atlassian product, Jira. My daily responsibilities involve coordinating team efforts, coaching and mentoring staff, and ensuring we meet our service level agreements to deliver top-notch customer service.I actively engage with customers, especially for high-priority issues, to ensure their concerns are resolved promptly. By continuously analyzing our support processes, I strive to… Show more As a Support Manager, I lead a dynamic team dedicated to providing exceptional customer support for Atlassian product, Jira. My daily responsibilities involve coordinating team efforts, coaching and mentoring staff, and ensuring we meet our service level agreements to deliver top-notch customer service.I actively engage with customers, especially for high-priority issues, to ensure their concerns are resolved promptly. By continuously analyzing our support processes, I strive to optimize efficiency and enhance the quality of our service. I also maintain close collaboration with product, engineering, and other geo peers to ensure alignment on support standard procedures and customer feedback.In addition to managing daily operations, I focus on strategic planning and resource allocation to handle varying workloads effectively. I am passionate about developing my team's skills, fostering a culture of continuous learning, and supporting their career growth. My goal is to enhance the customer experience by acting as their advocate within the organization and implementing proactive support strategies.Furthermore, I prepare regular performance reports for senior management, focusing on our achievements and areas for improvement.Overall, I am committed to fostering a customer-centric culture within my team, ensuring we not only meet but consistently exceed customer expectations. My passion lies in enhancing the customer experience and supporting their success with Atlassian products. Show less

Hortolândia, São Paulo, Brazil

In my previous role as a Salesforce Delivery Manager, I successfully led the end-to-end implementation of one of the largest Salesforce projects in the oil and gas industry. I crafted detailed project plans, effectively managed timelines, and ensured strict adherence to budget constraints. Throughout the process, I aligned our team's efforts with the company's overarching business objectives to deliver exceptional results.I led a diverse team of approximately 50 Salesforce… Show more In my previous role as a Salesforce Delivery Manager, I successfully led the end-to-end implementation of one of the largest Salesforce projects in the oil and gas industry. I crafted detailed project plans, effectively managed timelines, and ensured strict adherence to budget constraints. Throughout the process, I aligned our team's efforts with the company's overarching business objectives to deliver exceptional results.I led a diverse team of approximately 50 Salesforce professionals, including developers, administrators, and business analysts. I prioritized creating a collaborative and communicative environment, where team members were encouraged to share knowledge and support one another's professional growth. Mentorship was a key focus for me; I dedicated time to guide team members in enhancing their skills and advancing their careers, ensuring our team not only succeeded in our projects but also thrived individually.In my role, I played a crucial part in managing stakeholder relationships. As the primary point of contact, I effectively translated business needs into technical requirements, ensuring clear communication and alignment between all parties. I consistently provided regular updates to the C-level executives on project progress, highlighting any potential risks and addressing issues promptly. My primary objective was to meet or exceed stakeholder expectations through proactive engagement and transparent communication. Show less

Campinas Area, Brazil

Manage and coach a team of Developers, Consultant Specialists and Project Managers to have big results through career, skill and personal development;Provide operational support including managing staffing needs consisting of hiring, training, goal setting, and performance management;Simplify complex goals and help individuals and teams to align priorities with Business strategic direction; Assign individuals and collaborate with other leaders to allocate employee resources in a… Show more Manage and coach a team of Developers, Consultant Specialists and Project Managers to have big results through career, skill and personal development;Provide operational support including managing staffing needs consisting of hiring, training, goal setting, and performance management;Simplify complex goals and help individuals and teams to align priorities with Business strategic direction; Assign individuals and collaborate with other leaders to allocate employee resources in a manner that best meets project/account, and individual development needs; Recognize contributions by employees and teams;Lead by example in all activities;Assure employee equity and encourage employee growth and opportunity. Show less

Hortolândia, São Paulo, Brazil

In my previous role as a Salesforce Digital Product Manager, I was responsible for guiding the development and management of digital products within the Salesforce ecosystem. By leveraging my product management expertise alongside my in-depth knowledge of Salesforce, I successfully crafted solutions that aligned with business objectives and enriched customer experiences for a leading global insurance company.Some of my core responsibilities and skills included:Product Strategy:… Show more In my previous role as a Salesforce Digital Product Manager, I was responsible for guiding the development and management of digital products within the Salesforce ecosystem. By leveraging my product management expertise alongside my in-depth knowledge of Salesforce, I successfully crafted solutions that aligned with business objectives and enriched customer experiences for a leading global insurance company.Some of my core responsibilities and skills included:Product Strategy: I formulated and articulated a clear product vision and strategy, ensuring it was in harmony with overarching business goals.Stakeholder Collaboration: I collaborated closely with cross-functional teams to gather requirements, facilitating seamless product delivery.Product Development: I managed the entire product lifecycle, prioritizing features and maintaining the product backlog effectively.Customer Experience: I was dedicated to designing intuitive digital solutions and continuously refining them based on user feedback.Data-Driven Decisions: I relied on analytics to inform my decisions and assess the success of the products.Project Management: I adeptly managed timelines and resources, coordinating efforts with teams and vendors when necessary.Risk Management: I proactively identified risks, developed mitigation strategies, and ensured compliance with applicable regulations. Show less

Campinas Area, Brazil

Pathways in Technology Early College High Schools (P-TECH) are innovative public schools spanning grades 9 to 14 that bring together the best elements of high school, college and career with local industry and employer engagement to prepare students for the future of work. The P-TECH network comprises 150 schools in 14 countries. #GoodTechIBM #PTECHBrasil @PTECHNETWORK

Hortolândia, São Paulo, Brazil

Design and deliver end-to-end transition plans working directly with client technology architectural solution needs, engaging the Project Managers, Technical and Chief Architects to meet/align with client requirements.Understand the client need, prioritize requirements in accordance with industry technology best practices.Manage and track projects milestones, preparing the project plan identifying any project/program risks and drawing mitigation plans. Led daily Scrum ceremonies.

Campinas Area, Brazil

Squad Leader in the On Going Support (OGS) Team for a market leading Collaboration & Social tool suite, both for the On Premisses environment and the Cloud SaaS offering, prioritizing all the product requests/bugs and taking ownership for overall product direction; managed multiple concurrent projects and conducted initiatives in a cross-functional environment.My responsibilities include: be a structured thinker who helps advance the strategy and execution of the Support Operations team;… Show more Squad Leader in the On Going Support (OGS) Team for a market leading Collaboration & Social tool suite, both for the On Premisses environment and the Cloud SaaS offering, prioritizing all the product requests/bugs and taking ownership for overall product direction; managed multiple concurrent projects and conducted initiatives in a cross-functional environment.My responsibilities include: be a structured thinker who helps advance the strategy and execution of the Support Operations team; Interface with multiple Technical and Product teams for feature updates and problem management;Lead the quarter end preparation and readiness ensuring the Application stability/reliability during key fiscal periods across the organization; Apply problem solving skills providing business insights and recommendations from data sets;Manage Stakeholder and End User experience; Show less

Campinas Area, Brazil

Responsible for end-to-end IT application availability and end-user support; Execute Application System Management Controls, Continuing Business Need, Problem/Change Management, asset record control, Risk Evaluation Management, DOUs, SOWs and SLAs, Business Impact Assessment, Root Cause Analysis and Audit Trails; Accountable for CRITSIT and Severity 1 situations, leading and engaging appropriate support teams; Responsible for the resolution of assigned issues with products/services and employs… Show more Responsible for end-to-end IT application availability and end-user support; Execute Application System Management Controls, Continuing Business Need, Problem/Change Management, asset record control, Risk Evaluation Management, DOUs, SOWs and SLAs, Business Impact Assessment, Root Cause Analysis and Audit Trails; Accountable for CRITSIT and Severity 1 situations, leading and engaging appropriate support teams; Responsible for the resolution of assigned issues with products/services and employs specific processes and tools to plan, track, monitor and report resolution activities and progress; Act as the client's advocate and utilize the client's business perspective when looking at the systems/solution/enterprise view of the situation. Throughout the resolution, interface with multiple levels of business/client personnel and maintain/enhance positive and constructive relationships; Report, escalate and proactively inform executives of key issues and concerns; Supports application Life-cycle management (releases and deployments); Help drive strategic business direction/maintain day to day IT Operational communications to the user community. Show less

Campinas Area, Brazil

Provide Level 2 support for batch scheduling and associated platforms across customer servers; Analysis, design, build, test, implement and document complex batch schedules of 70,000+ jobs; Use Control-M/ EM utilities and Control-M/Server utilities to administer the agents, SAP, Oracle, AFT, JCL and Batch Impact Manager; Implement workload management and load balancing through node groups; Responsible to manage the ticketing tool queue, coordinate the QA process towards all tickets closed in… Show more Provide Level 2 support for batch scheduling and associated platforms across customer servers; Analysis, design, build, test, implement and document complex batch schedules of 70,000+ jobs; Use Control-M/ EM utilities and Control-M/Server utilities to administer the agents, SAP, Oracle, AFT, JCL and Batch Impact Manager; Implement workload management and load balancing through node groups; Responsible to manage the ticketing tool queue, coordinate the QA process towards all tickets closed in the Team, as well manage the tickets aging and SLA's; Host daily manager/executive status meetings; Provide the knowledge transfer within Global team and familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance. Show less

Campinas Area, Brazil

Lead the technical support team; Responsible for Client/Server implementation (back-end, front-end and middleware); Perform business analysis for development and customization; Extract, Transform and Load (ETL) customer data into the data warehouse systems; Application support: prioritize, troubleshoot and resolve technical incidents; Implemented a Support Knowledge Database solution based upon business requirements.