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Network Power<100 people
Roles
👍100%
Sales & BizDev
💬100%
Customer Service
Geos
Work Background
Deutsche TelekomService Delivery Manager Specialist
Feb. 2025I actively contributed to building the Service Delivery Management (SDM) team, defining processes, refining project scopes, and training team members. I collaborated with directors and executive managers during monthly Business Reviews to align service delivery with business objectives, ensuring clear communication about services and support. I work directly with the finance team, ensuring revenue for over 40 clients per month. Together with the operations team, I presented training programs that improved communication between teams and clients.
SoftwareOneService Success Manager
Jul. 2021 - Feb. 2025BrazilWith over 80 customers assigned to my management, I have been acting since the service onboarding, accompanying the customer during the partnership with SoftwareOne, translating the technical language to the end user language, and providing cost improvement and security best practices every month. During critical situations, I am the go-to person, responsible for assigning the correct teams, managing the war room, engaging stakeholders, and keeping pace until the incident is solved. These initiatives have resulted in significant improvements, including a 30% increase in customer savings, a 25% boost in operational efficiency, and a 50% rise in customer satisfaction and retention. In addition, I have been involved in internal projects such as tool adoption and training, process automation using Microsoft Power Automate, and contract analysis.
SoftwareONECloud Support Associate
Feb. 2019 - Jun. 2021São Paulo, BrazilThrough Office 365 challenges (Exchange, SharePoint, OneDrive, Teams, Security, and Compliance) according to the latest Microsoft best practices, I supported, troubleshot, and guided global customers, following ITIL protocol. I also onboarded and provided an overview of tools and contracts. I mentored new team members, provided training, and attended 1:1 meetings to solve doubts during their first months in the company.
IDEE - BPOIT Consultant
Dec. 2017 - Feb. 2019São Paulo, BrazilAssigned to work with 20 customers on-premises and remotely, I worked as field support, doing preventive maintenance and giving improvement suggestions. I also worked in infrastructure and network support, reporting offshore to the central IT office (USA, Germany, and India).
CapgeminiContract Management Analyst
Oct. 2014 - Oct. 2017São Paulo, BrazilResponsible for compliance with all company contracts, I analyzed over 70 documents per month and ensured 100% correct approvals from all sectors for each one. I was also responsible for monthly KPIs, the contract Management repository (which I developed), and improving the compliance process.
CapgeminiBusiness Risk Analyst
Jul. 2013 - Sep. 2014São Paulo, BrazilClose with the Contract Management team, I analyzed over 100 contracts and proposals. I ensured 100% compliance, approvals from all sectors, and the correct profit margin for all documents according to the company's rules. I was also responsible for building and presenting this area's monthly KPIs.
CapgeminiPresales Analyst
May. 2011 - Jun. 2013São Paulo, BrazilI built commercial and technical proposals for over 30 customers, supporting sales managers based on the infrastructure engineer's analysis and assessments. Furthermore, I was responsible for making quotes according to the customer's network architecture based on Cisco network tools.
IBM BrasilSupport Analyst
Aug. 2010 - May. 2011São Paulo, BrazilReceiving an average of 100 tickets per day, I supported Microsoft Outlook and granted credentials to 27 applications for one of the biggest banks in the country. I also managed contact automation in the back office, delivered end users’ passwords, and closed overage tickets.
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