Steve Gulloni Email & Phone Number

Berlin, Germany

California, United States

Convert isn’t the traditional hierarchy. We’re powered by Holacracy so accountabilities, roles and activities change frequently. Currently 'wearing' roles related with:- Customer Success;- Software Admin;- Business Intelligence- Facilitator in Holacracy Meetings

Porto Alegre Area, Brazil

Operations delivery: Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIsPeople leadership & management: Acting as a leader of region, answering our customer's stakeholders questions and tending to their needs. Team Management: Manage the support team, responsible for the entire LA Region, recruiting, training, documenting, motivating and developing the team skills and talent.Collaboration: Work cross-functionally with regional process stakeholders, General Managers across the region and various supporting teams to ensure your teams are delivering exceptional customer experiences and meeting service level requirementsCustomer experience: You own the customer experience through COE resolution channels. Support incidents need to be resolved properly, achieving overall satisfaction of the customers along with compliance to our quality programs.Performance management: Analyse and improve the performance of your teams and provide constructive feedback to Team Leads on a consistent basis. Responsible for identifying trends within your team's' performance as well as overall support trendsProcess improvement: Drive continuous process improvement to deliver a world-class experience every time, all the time. Dive deep into the numbers and make data-driven decisions

Porto Alegre Area, Brazil

At e-Core, I’m part of the APA Support Team, we provide support and technical expertise to customers running Atlassian's applications on their business. Atlassian is an Australian Company that develops outstanding software as JIRA and Confluence. Management of the Support Team, ensuring that our customer’s expectations are being correctly addressed and fulfilled with excellence is my mission on this role. Some examples of the team daily activities:• Resolving issues – in both, application and server levels, analyzing logs, performing troubleshooting, simulating solutions in test environments• Implementations – JIRA, JIRA Service Desk projects, Confluence Spaces and customizations, add-ons recommendation• Upgrades / Migrations – Cloud to Server, Server to Cloud, Upgrades, DB migration (SQL, MySQL, Postgres) Together with the management of the team, some of my responsibilities:• Work closely with different customers from a variety of industries maintaining the communication and the results running• Customer Relationship, acting as a focal point and link between the team and the customer. • Ensure that KPIs and SLA's are in control and aiming the excellence• Maintain technical skill continuity and consistency of the team• Work with Different teams to ensure a smooth transition of new technologies;• Estimate efforts and costs control• Career Development• Knowledge Base

Porto Alegre E Região, Brasil

• Provide technical expertise to the Service desk team• Act as technical liaison between Service desk and IM support groups• Maintain technical skill continuity and consistency of Service desk staff• Ensure continuous improvement of services provided by the Service desk• Provide Problem Management System support activities• Work with Application and Infrastructure Development teams to ensure a smooth transition of new technologies;• Includes preparation of Service desk staff to support new technology• Evaluate technical skills• Develop and maintain Training Plan• Liaison between Service desk and other groups on technical support issues.• Update, organise, create an easy electronic access to all Service desk documentation;• Deliver technical feedback to the analysts on these monitors. Maintain an analyst-wise tracker for the call monitoring carried out.• Work closely with Service desk manager to implement technical action items related to the Service desk;• Assist Service desk manager in analysing Service desk group and individual statistics:• Ensure implementation of BOP (Best Operating Practices) in the Service desk• Establish communication link with other zones relative to technical and support environment• Should keep knowledge updated by going through documentation periodically and also update the documentation whenever there is a new process or change in process.• Manage small Service desk related projects.• Backup Service desk Manager when Service desk Manager is out.• Route problems to internal IM support staff• Coordinate and manage relationships with vendors and support staff who provide hardware, software, network problem resolution• Administer and provide User Access and Exit controls• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention'• Problem Management System support activities: admin, technical updates, troubleshooting, vendor relationship management

Porto Alegre E Região, Brasil

·Maintain technical skill continuity and consistency of Service desk staff·Provide telephone support to customer end users·Includes preparation of Service desk staff to support new technology·Maintain skills inventory of Service desk analysts and Work Request Co-ordinators:·Update, organise, create an easy electronic access to all Service desk documentation, including manuals, scripts, processes, process flow charts,·Notification Escalation list, Service desk weekly schedule, support documentation, etc.·Audit/Monitor at least Help Desk analyst calls on a weekly basis through Call Recording tools, Live Barging, and Incident logging tool.·Develop processes to streamline the daily functioning of the Service desk including:o Work distributiono Monitoring phone queue and email boxo Vendor management and follow-upo User follow-upo Closing ticketso Maintaining front end message·Work closely with Track Lead and Service desk manager to implement technical action items related to the Service desk.·Assist Track Lead and Service desk manager in analysing Service desk group and individual statistics:·Ensure implementation of BOP (Best Operating Practices) in the Service desk.·Backup Track Lead / Service desk Manager when Track Lead or Service desk Manager is out.·Documentation of Service desk processes·Administer and provide User Access and Exit controls

Barcelona E Região, Espanha

-Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards. -Briefs customers as well as management on the status of current resolution efforts and attends daily/weekly meetings. -Maintains daily tickets and reports to ensure the highest service levels are maintained.-Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel. -Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation. -Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills. -Serves as on-site technical support for networking and server teams as needed when problems occur