William Gomes Email & Phone Number

Campinas, São Paulo, Brasil

Responsible for clients' relationship, services and support, covering the following activities:- Responsible for totality of client relationship.- Leading, directing, overseeing and ensuring the appropriate support and service activities are provided for company products and services for clients of varying sizes.- Updating client business groups as necessary during and after severity one incidents.- Supporting the client by acting as the voice of the customer and identifying product support and development needs.- Championing the client's needs and leading communications internally and ensures client needs are prioritized.- Leading and ensuring retention and maintenance of long-term relationships with clients based on strategic direction of client's business.- Ensuring understanding of the client business and product installations to identify new product or service needs, planing service delivery, and driving the use of proactive service and support mechanisms to reduce client downtime and support costs.- Leading quality reviews and monitoring operational performance to ensure service delivery is within the parameters of the client's projects and service delivery standards.- Owning, directing and ensuring the complete setup and preparation for the client review, monthly and/or quarterly and annual Executive reviews, including collecting reporting from other areas, generating certain types of reporting, and understanding the output from that reporting.- Responsible for the accurate and timely forecasting of all revenue and lines, ona monthly and quarterly reporting basis.- Validating monthly billing to the client ensuring accuracy and timely issuance of invoices.- Accountable for the negotiation and settlement of any direct loss claims or billing disputes.- Leading, managing and being responsible for renewal of client contracts and addenda to agreed retention, deal parameters, and financial and commercial points.

São Paulo, Brasil

Mastercard is a global technology company in the payments industry with the mission to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible.Responsible to provide operational and technical support, acting as a single point of contact for Schemes, Participants, business, and internal business partners, analyzing a wide variety of customer inquiries and providing end to end ownership of issues, determining needed actions, and following through to resolution. In addition, providing first and second level technical support as well as driving system processing changes on behalf of Mastercard customers. Taking intelligence gained from servicing customers technical needs and providing feedback on business and process improvements to improve the customer experience.Major Accountabilities:- Provide operational and technical support for customers analyzing a wide variety of issues, determine needed actions, and follow through to resolution- Interact with customers to provide information in response to inquiries about products or services and handle and resolve customer issues via approved support channels- Tracking reported issues to full closure. Capture detailed information and steps taken throughout investigation and resolution of the issue.- Collaborating with MasterCard teams and internal partners on analysis, issue resolution, reporting & communication.- Responding and resolving to customers issues while meeting SLAs.- Escalating unresolved issues and push internal teams to resolution.- Recommending and implementing business or process improvements, while recognizing global perspectives.

Campinas, Sao Paulo, Brazil

Responsible for clients' service and support, covering the following activities:- Provide accurate and timely technical information, advice and assistance regarding the organization's product and services. Assist clients in understanding their issues. Assess their needs and suggests or promote solutions that may include alternative products or services.- Manage communication with clients, keeping them informed regard of the incident progress and about the next steps in order to keep them updated on all stages of decision-making until the resolution of theincident;- Act as Incident Manager in eventual crisis (SEV1 incidents) - SEV1 notifications and participating in bridge calls/conferences, which have high visibility and also huge impact on clients;- Take ownership of the incident and driving analysts to make a real progress toward resolution, besides focusing all efforts on service restoration within the Service Level Agreement (SLA);- Build client relationship through accurate and timely communication. In addition to understanding clients' business needs and objectives and identifies opportunities to promote new products and services.- Interpret technical client issues and possible project requests. Assist in determining the root cause analysis and identifying technical changes needed;- Develop functional requirements and specifications to support client customization or system changesaccording to the needs raised/requested.Using tools like: ICD (IBM Control Desk), Oracle Server, SQL, PL/SQL, etc.Home Page: https://www.tsys.com/

Campinas Area, Brazil

Fitcard is a company that offers payment solutions in a pratical and safe way. I was responsible for the infrastructure environment, covering: - Backup management (NAS); - VOIP environment administration (Converja);- Access control and security/firewall (SonicWall); - LAN environment management; - User support; - Besides IP control and reservation, procedures documentation. Using tools like GLPI, SonicWall, Zabbix, Grafana, WSUS (Windows Update), DHCP, DNS, VMware ESXi, etc. Home Page: www.fitcard.com.br

Campinas Area, Brazil

CAST Informática is a company responsible for taking care of all technology information environment of São Paulo government. I was responsible for all network environment, covering: - LAN, WAN and WLAN environment management; - Routers and switches settings (troubleshooting); - VOIP, Cisco Jabber, WebEx and Call Manager environment administration; - Wireless Cisco controller management; - Teleconference (Radvision) management environment; - Besides IP control and reservation on DHCP, new procedures and documentation. Using tools like Remedy, Cisco Configuration Management (Call Manager), VSphere Client, Moba, WhatsUp Gold, SCom, etc. Home Page: www.cast.com.br

Campinas Area, Brazil

British Telecom is a telecommunications company with operations in more than 170 countries, being a global provider of integrated IT and telecommunications, providing convergent solutions for thousands of organizations. As Duty Manager/Incident Manager, I was responsible for: - Act as Incident Manager on crises/major P1 incidents - P1 Notifications, bridge calls, driving to resolutions, critical incidents (with high visibility and also huge impact) of national and international customers; - Take ownership of the incident and driving analysts to make a real progress toward resolution, besides focusing all efforts on service restoration within the Service Level Agreement (SLA); - Manage customer communication, keeping it informed regard of the incident progress and about the next steps in order to keep it updated of every step about decision-making that could be useful in managing the crisis until the incident resolution; - Escalate maintainers, suppliers and BT support teams (internal and external stakeholders) ensuring the incident progress; - Receive phone calls/mail requests and escalations from customer/SRM/account team based on ticket severity/SLA; - Monitor all ticket queues and route/assign incidents to specific teams (Monitor, Resolving, 3rd Level, etc.) to ensure the most efficient and effective resolution result to meet the client's needs, in accordance to the available resources; - Help team managers, being the eyes of operation, checking if the agents were available in the system to receive calls, if the agents were on the shift according schedule, adapting activities and absences of each one. Using tools like: Remedy, Chameleon, inventory tools, etc. Home Page: http://www.globalservices.bt.com/br

Campinas E Região, Brasil

Eldorado is a company focused in research, development and innovation in the areas of software, hardware, systems, processes and tests of electronic products. I was responsible for all fixed and mobile telephony management and also everything that involves the control and management of the Institute. Having as main activities:- Control of the bills/invoices focusing on the analysis of the fixed and mobile telephony, following the whole invoice reception process until its due payment;- Analysis of the expenditure represented in the invoices based on the detailing, focusing mainly on reducing telephony costs;- Distribution of expenses according to the area that uses the resources, besides of being accountable for their consumption;- Informing all the telephone expenses to the coordinators, besides exposing and presenting charts in excel that are sent monthly;- Management of telephony providers - technical problems, contract management additives and cancellations, invoice disputes/services and analyzes for reimbursement;- Acquisition of new telephone lines of all operators;- Responsible for the various projects and required demands of partners and also the Institute itself;Direct contact with suppliers, among other activities. Using tools like PRTG, AD Audit, AD Manager, Device Expert, Exchange Reporter, etc.Home Page: www.eldorado.org.br

Campinas E Região, Brasil

CAST Informática is a company responsible for taking care of all technology information environment of São Paulo government. I was responsible for all network environment, including VOIP, routers and switches, troubleshooting, teleconference environment as well (Radvision), besides IP control and reservation on DHCP, new procedures and documentation. I was formerly Linux Operation Control Analyst, it being responsible for all Linux environment including all incidents related to this operating system, also the virtualization (VMware), user creation/revoke LDAP, WebSphere update, and other activities based on customer needs. Using tools like Remedy, Cisco Configuration Management, VSphere Client, Moba, WhatsUp Gold, SCom, etc.Home Page: www.cast.com.br

Campinas

Stefanini is an outsourcing company that provides IT solutions to others enterprises. I was responsible for the updated web site at IBM web site, executing jobs and monitoring all processes that would generate XML files, also data update, working with teams from India, China and the United States. Using tools such as DB2, AIX, Unix, etc. Main activities:- Editing, reviewing and scheduling jobs through Crontab;- Editing and monitoring shell script execution;- Engaging second and third level, according to the criticality of the problem;- Training and presenting all activities to new employees;- Create and maintain project documentation.Home Page: www.stefanini.com.br

Campinas E Região, Brasil

Funcamp is a nonprofit Fundation that works towards development of Unicamp (University of Campinas). I was responsible for analyse and extract process requirements of the internal customers to automate their process, working directly with developers and customers, making the process easy for the user in their daily tasks. Using tools like Delphi7, DreamCoder for Oracle, Mantis, Toad for DB2, Bizagi, etc.Home Page: www.funcamp.unicamp.br

Specialization, Computer Networks

Bachelor, Systems Analysis

Technical, Accounting