Roberto Carlos Monteiro Email & Phone Number

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

• Successfully delivered 5+ features and product updates, and created and maintained the product roadmap
• Delivered high-quality requirements to the team and addressed with the business owners any queries from the team. Submitted and tracked product requirements through Jira Align.
• Managed relationships with external OEMs critical to the Email Product, such as Echoworx (encryption) and Crest (Splunk and QRadar apps).
• Supported the UX team with interface drafts for features requests.
• Worked with the leadership team to develop and drive the product strategy for Email.cloud, aligning with the company's OKRs and overall market and competitive trends.
• Engaged closely with Customer Success and directly with customers to gather feedback, understand pain points, and incorporate customer insights into product development.

The role remained the same, the company name changed due to the acquisition of Symantec by Broadcom.

County Dublin, Ireland

• Managed a client portfolio, serving as their dedicated support contact.
• Collaborated cross-functionally with product management, sales, and professional services to assess and prioritize customer requests aligned with the roadmap.
• Tracked and validated client-submitted bug reports, actively contributing to prompt resolution through participation in validation and testing.
• Advocated for customers during triage and resolution of high-severity cases, ensuring timely issue resolution and high client satisfaction.
• Introduced Health Checks (QBRs) to Email.cloud's to demonstrate the product value to clients to promote product understanding and leading to an increase in renewals.
• Published internal and public-facing KB articles addressing emerging issues.

County Dublin, Ireland

Reading, United Kingdom

• Managed escalations, with focus on critical customers
• Trained and supported a new team in Warsaw.
• Created anti-spoofing tool to help with VIP email abuse, from this work a product feature was created: Email Impersonation Control (EIC), where I contributed to its logic structure, aided in the implementation, and.
• Created key policies to handle crypto spam, backscatter, VIP abuse
• Solidified myself as the go-to expert for handling regex-related challenges, and issues. As well as Email.cloud queries for both internal teams and customers.

Gloucester, United Kingdom

• Provided support to Symantec Email.cloud clients, covering Portuguese, Spanish, English and Italian markets. Also helped with Symantec Endpoint, and Symantec Messaging Gateway.
• Developed a tool that automated a support task; this brought down the typical task timeframe from days of manual effort to just a few minutes.
• Key contributor to the design and creation of the underlying formulae for a set of monthly reports and the creation of a script to automate support tasks and graph creation.
• Created a set of policies to overcome the shortcomings of SPF/DMARC.
• Promoted to Senior Technical Support Engineer

Correction of translations jobs of the software packages, webpages to Portuguese-PT.

Cape Town, South Africa

Cross-sold products to consumers from the brands managed by the company; focus of products were for online gambling. Assisted and developed the market in Portuguese language speaking countries (Portugal and Brazil) - centered in customer support and relationship building with customers. Gave support through live chat, email and both in-bound and out-bound.

Maputo, Mozambique

I was responsible for the IT Department of the company. Early in the project I also took care of the initial publicity of the company, creation of the logo, flyers, business cards etc. by use of Photoshop and Illustrator.

Translation of the Tuneup software webpage to Portuguese from Portugal.

Prior Velho, Loures, Portugal

Found potential clients and helped them with the process of renting, buying and selling real estate; developed a business relationship with the customers.

Tagus Park, Oeiras, Portugal

Managed existing database of customers and made outbound calls to customers to promote products and find business leads as well.

Qta Da Fonte, Oeiras, Portugal

Responsible for the Sales support throughout Portuguese retail customers.Translated documents, manuals (user manuals and internal tools/software and the respective tool/software manuals, image editing for ads and website publishing), and website sections (English to Portuguese).Performed some technical work such as having PC's ready (hardware & software).

Syracuse, Italy

Technical Support for Portuguese CostumersSolved/troubleshooted software and hardware problems, answered inbound calls directly from customers and retailer, opened and followed RMA cases; used IBM’s Lotus client email system. Supported the Portuguese Department itself- translated Portuguese websites, in-house software tools, and manuals to English.

Algés, Portugal

Repaired laptops (multiple brands), GPS, PDAs, installed and configured OS (Windows).

Parque Da Nações – Ex- Expo ‘98, Lisbon

Primarily performed waiting duties, however I also cooked and bartended as needed. It was a full-time job while attending high school, which was also full-time.

Bachelor'S Degree, Computer Science

BSc (Hons) Computer Science

High School (12º), Computer Science

EOTD: Estrutura, Organização e Tratamento de Dados(Structure, Organization and Data Management) - API: Aplicações Informáticas (Computer.