Summary

Work experience

• Business Improvement Manager

  BRITISH TELECOM

  2019.10-2023.04

  (4 years)

  Provided strategic support for BT’s Americas Operations Director (responsible for around 200 employeesspread in 3 Remote Operations, based in Princeton, São Paulo and Lima) Acted as a deputy of BT’s Americas Operations Director during his annual leaves Delivered successful cost reduction projects in the 3 Operations Hubs Managed customer transitions and automation projects in the 3 Operations Hubs Provided leadership training (based on Machiavel’s ‘The Prince’) and mentoring to new Operations Managers
• Service Introduction Manager

  BRITISH TELECOM

  2016.06-2019.10

  (3 years)

  Successfully transition an entire Operations from US to Brazil, ensuring seamless Telecom operations and improved service delivery Travelled abroad to assess, recruit, train and implement new customer accounts in São Paulo Operations Reviewed Operations requirements for new contracts, working in partnership with Financial, Design and Delivery Teams
• Operations Manager

  BRITISH TELECOM

  2011.02-2016.06

  (5 years)

  Managed a 24x7Telecom Ops Team (Data & Voice) supporting more than 10 large multinational customers worldwide, enhancing client satisfaction and operational efficiency Managed a 24x7Duty Management Team, responsible for Crisis Management Recruited hundreds of certified Telecom Analysts (1st and 2nd level) Coached Team members to improve performance, based on quarterly performance reviews Implemented an automation project for initial networking troubleshooting in the ticketing system (Remedy), reducing 1st Level Analysts utilisation by 20% and delivering cost saving for the company
• telecom ops analyst - tier

  BRITISH TELECOM

  2008.10-2011.02

  (2 years)

  Provided 2nd level networking technical support to more than 20 large multinational customers Answered dozens of calls per work shift (24/7 coverage based on rotating schedule) and logged those incidents into BMC (Remedy) Ticketing tool
• IT & Telecom Ops Analyst – Tier

  IBM

  2004.02-2008.10

  (5 years)

  Provided 1st level technical support for IT & networking technologies to large multinational customers Provided phone and remote support in English for customers spread worldwide

Educational experience

• unicamp - the state university of campinas

  Bachelor of Modern Languages and Literature (Portuguese/English)

  2003.01-2009.12

  (7 years)

  Bachelor of Modern Languages and Literature (Portuguese/English)
• cotil - technical college of limeira

  degree in Information Technology

  1999.01-2002.12

  (4 years)

  degree in Information Technology

Languages