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Work Background
e-CoreSupport Manager, Cloud Migrations
Oct. 2022 - Oct. 2024Porto Alegre, Rio Grande do Sul, Brazil- Led a team supporting Enterprise customers in transitioning Atlassian products to cloud solutions, achieving over 95% customer satisfaction.
- Fostered team growth and career development using the Growth Plan methodology.
- Resolved customer escalations and assessed migration exceptions to maintain service excellence.
- Managed team performance through KPIs and OKRs, driving operational efficiency and alignment with organizational goals.
- Represented the Migrations Support team during strategic initiatives, collaborating across departments to ensure successful outcomes.
- Reviewed data analytics requests and collaborated with teams to deliver actionable insights.
Served as the Program Manager for the Backlog Management initiative, successfully reducing Brazil's ticket backlog and achieving the targeted OKR.
Dell TechnologiesIT Manager
Jan. 2020 - Oct. 2022Brazil- Managed local and distributed teams across Brazil, Malaysia, and Ireland, focusing on Offline Sales, Order Management and Finance applications to ensure operational excellence.
- Oversaw team performance by managing KPIs, driving continuous improvement, and ensuring alignment with business objectives.
- Ensured application stability and supported business operations during high-stakes sales periods.
- Effectively managed the team’s budget, optimizing resource utilization and enhancing operational scalability.
- Created and maintained the majority of dashboards and reports utilized by the leadership team for organizational decision-making and workforce management. Leveraged tools such as Power BI and Microsoft Excel, complemented by Python automation, to ensure these dashboards were consistently updated with real-time data.
Dell TechnologiesApplication Management Senior Advisor - Team Lead
Oct. 2018 - Jan. 2020Brazil- Assisted the IT Manager in analyzing and responding to KPI data, managing ticket escalations up to the VP level, and supporting team members in crafting and executing their career development plans. - Served as the primary point of contact for the team during critical operations such as Data Center maintenance, Microsoft Server patching, and major sales events. - Acted as the primary interface with Go-to-Market, Business, Infrastructure, Analytics, and other Support teams to ensure seamless cross-functional collaboration.
- Redefined the team's strategy to enhance operational efficiency, achieving a 70% reduction in backlog and significantly improving response times.
Dell TechnologiesApplication Management Advisor - Team Lead
May. 2016 - Oct. 2018Porto Alegre, Rio Grande do SulL2 Application Support Team lead responsible to manage, control and keep Dell Commercial Services applications up and running. - Lead high/critical priority bridges with global teams engagement to restore service as quick as possible and mitigate production environment downtime. - Define, review and implement processes in order to improve delivery. - Support colleagues and help them achieve their career goals. - Investigate and troublehoot high-complex issues making use of market tools such as Splunk and App Dynamics. - Review, approve and implement change requests to production environment. - Review and report the team's productivity - Organize team's schedule - Interviewing and hiring - Partnership with Project Managers, Developers, Product Owners and Technical Project Managers to identify, document and fix application bugs found in Production environment. - Partnership with business points of contact to review service level - Americas region's Application Support Lead responsible for Online and Offline Sales applications stability during Black Friday and Cyber Monday - Support Lead for post-release war rooms - Lead internal community activities that foster Dell's Winning Culter and promote a better and more entertaining work environment
Dell TechnologiesApplication Management Senior Analyst
Jul. 2013 - May. 2016Team lead responsible to manage, control and keep Dell Financial Services applications up and running. Leading high/critical priority bridges with global teams engagement to restore service as quick as possible and mitigate production environment downtime in case of any outage. - Liaison between business, development and application support teams - Responsible for transitioning a new set of applications to production environment - Responsible for coordinating production environment changes - In-depth experience driving high and critical priority bridges - Experience designing and improving support processes - Partner with business and quality teams. - Experience with root cause analysis of incidents and problems - Member of Process Review Board (Official Process Defining Board in App Support) - Lectured about career development at company's internal people development event - Advised many colleagues on career development providing valuable inputs on recurrent meetings - Member of the community of practices team responsible for organizing most of the of the site's activities
Dell TechnologiesApplication Management Analyst
Sep. 2010 - Jul. 2013Porto Alegre Area, BrazilResponsible to manage, control and keep eDell (dell.com) applications up and running. Leading high/critical priority bridges with global teams engagement to restore service as quick as possible and mitigate production environment downtime in case of any outage. - Liaison between business, development and application support teams - Responsible for implementing production environment changes - Experience driving high and critical priority bridges - Responsible for the global initiatives team (seeking to create and improve L1 team's processes) - Partner with business and quality teams.
Dell TechnologiesIntern
Mar. 2010 - Sep. 2010Porto Alegre Area, BrazilInternship program on L1 team supporting employees. - Responsible for low priority incidents. - Communication with business partners - Hand-off processes (follow the sun operation) - Familiar with ITIL processes
Court of JusticeIntern
Jun. 2008 - Mar. 2010Porto Alegre Area, Brazil
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