As a Software Engineering Manager, I am driven by a commitment to excellent customer service and continuous system optimization. My approach combines technical skills with strategic vision to ensure our users receive high-quality support.Main responsibilities:• Technical Leadership: I have led support teams, implementing effective solutions for complex issues in telecommunications systems.• Incident Management: I have to provide quick resolution of critical incidents, minimizing service impact.• Cross-Functional Collaboration: I work closely with engineering teams, ensuring seamless integration of systems and applications.• Budget Management: I´m responsible to review and control budget allocation to have an efficient team to meet organizational goals, balancing cost-effectiveness with service quality.• Relationship Building: Establish and maintain strong relationships with engineering and software development teams. I´m also responsible to establish a good relationship with customers, creating long-term partnerships. • Continuous Improvement: I constantly seek to optimize processes, reduce response times, and enhance customer satisfaction.

VIVO´s Governance Team.Responsible to lead and manage the operation for Vivo´s Project.Main responsibilities:• Lead the progress of the project with Vivo Management Team.• Review and lead BSS defects resolution.• Manage/create repots with Power BI with metrics for resources, costs and productivity to share with the high Management of the account.• Align new solutions and problem resolution with solution team.• Align with Vivo Management the ETA´s and priorities for each problem resolution.• Build strategies to solve crises.• Guide the team to follow the processes to handle the day by day tasks.• Build new processes when required for new strategies.Tools: ALM (Quality Center), Remedy, Service Now, Power BI.

Hired with an expat contract in Peru as a Domain Solution Expert / Product Owner to work face to face with IT/business customers from Telefonica Peru to design and lead new solutions.Main activities:• Analyze and design solutions with IT and business customers.• Follow up the solution through the life cycle until production.• Estimate costs and allocate budget required for each solution.• Intermediate communication between business and development.

Responsible to plan and execute different level of tests for external customers Projects: Telefonica Peru, Telefonica Chile, Vivo Brazil, Net BrazilMain Activities:• HF´s deployment• Sanity Tests for environment stabilization• UAT and BUAT test with external system• Defects management and test• Scrum Test and DEMO´s for customers• Execute billing activities for all backend CR´s with the customers• Sanity tests during the deployments in production environment• Support for telefonica´s call center in Peru and Chile projects• Business Travels to Peru and Chile to discuss new CR´s, BUAT, and defects resolution

Experience working with change management / Release Management, controlling the deploy of required changes for the sales project of America Móvil.Main Activities:• Check-in and Check-out with Borland Starteam • database application and deployments• Build the patches that goes to production • product maintenance and products registration• ITIL Foundation V3 (Certified)

Experience working as a Test Analyst during the lifecycle of the projects "Seeduc-RJ" and "Datasus".Main Activities:• Test planning and execution• Defects tracking management • Test documentation and review for all executions• Test plan for all project lifecycle• Work using scrum methodology• Responsible to organize the project for CMMI level 3 certification.

Responsible to give support for existing customers and give training to new customers.Main Activities:• Resolve Incidents with remote access• Tests when new fix was provided• Maintenance of Fiscal Printer (Daruma, Bematech, Dataregis)• External support on customers site• Give training for new customers• Give training for new employees