Responsible for managing multiple implementation teams, across a wide range of industries, to help our customers to implement (or migrate) industry leading Sales Performance Management tools, and optimize their respective Compensation Plans operations and management.I’m working with different industry segments, such as Foods, Beverages, Bank, and Telecom. Some of the customers we are delivering services are Fortune 500 companies.

Responsible for managing six different teams that support Public and Private Clouds, Platform as a Service, and Kubernetes in the Global Professional Services organization, supporting one of our biggest customers. ✪ Focusing on providing the best services for our customers, the team has recently won two Game Changer awards (a highly visible award in the company).✪ Responsible for driving the implementation and adoption of a capacity utilization tool for our organization, consisting of ~2500 resources (Including our contractors).

Worked under the Managed Services organization as a Solution Manager, responsible for managing multiple teams with the ultimate goal of supporting our customers with their Sales Performance Management tools and their respective Compensation Plans operations and management.I’m working with different industry segments, such as Foods, Beverages, Bank, and Telecom. Some of the customers we are delivering services are Fortune 500 companies. Here are some of the latest achievements:✪ Increased Managed Services availability by 10% through automation of manual tasks.✪ Internal Managed Services tools enhancement by providing constant feedback and change requests.✪ Managed OpenSymmetry's biggest Managed Services Accounts.

In my most recent role, I was in charge of Latin American IT Infrastructure Delivery Operations for a leading Indian IT Services company with over 100k employees and $5B in annual revenue. I guided all aspects of data center operations, servers, networks, security, backup, disaster recovery planning, storage, databases, service desk, and field support. I also oversaw cross-functional technical teams, customer relationships, CSAT, and value-added programs. Accountable for budgets and accounts, vendor relations, and resource allocation.Several highlights include:✪ Successfully reverted account with significant improvements to customer satisfaction from -45% to 87%.✪ Effectively automated standard processes, including auto-fill and in-house tools; improved first call resolution rates from 82% to 93% and reduced average call times to 90 seconds.✪ Spearheaded Gamification approach and improved Service Desk Operations, including Web Queue Miss reduced 63.42%; RONA (Roll Over No Answer) reduced 40.24%; Increased Availability (+795 minutes of our agents); CSAT (Customer Satisfaction) responsiveness increased 39%.✪ Contributed to decision making for the Latam (Latin America) committee meetings which would define all aspects of the regional operations and review ongoing deliverables of all related areas (HR, Finance, Sales, Delivery, Legal).

Here, I was promoted to a senior technical position for global team with focus on Regional Dell customers after several successful tenures as a business systems and technical analyst. I served as senior member of SaaS Global Onboarding Team, global quality improvement program, and deployment of SaaS solutions to Global Customers. I successfully delivered applications for EMS, Data Encryption, Online Backup, SW Distribution, Patch Management, and more. I was the recipient of a Dell Above and Beyond Award and regional leader for technical consultants. Moreover, I managed critical projects, including oversight of quality improvement program incorporating customer feedback regarding new functionalities.

Here, I liaised with Dell Services Team and Internal IT Development Team to improve internal business systems, manage escalated system issues and enhancements, and coordination of regional and UAT testing. I attained a Yellow Belt in Business Process Improvement (BPI) and was recognized with a Bronze Award.

Here, I performed IT process mapping for Dell Brazil document standardization, datacenter reorganization, datacenter support, security coordination, and anti-virus support and coordination for servers and desktops. I was the recipient of three Bronze Awards in recognition of outstanding performance.