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Customer Service Manager

Location:
Toronto, ON, Canada
Posted:
October 08, 2015

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Resume:

Murillo Gomes

****-**** **** ***** **** W – Toronto, ON

905-***-****

acr0n9@r.postjobfree.com

PROFILE

A dynamic professional with 13 years of experience in design, development, test, implementation and maintenance of large scale, high volume and distributed systems

Solid experience leading teams through all phases of Software Development Life Cycle (SDLC), serving as a trusted advisory for senior decision-makers

Extensive experience in various types of testing (Unit, Functional, Regression, Integration, UAT)

Reliable team player and efficient independent worker, with minimal supervision, and capable of working with all levels in an organization

Detailed-oriented and a problem solving person

Strong oral and written communication skills with all level of employees

Strong customer service skills and ability to work within a cross functional team

Excellent organizational skills, with the ability to manage time and multiple priorities

Meet deadlines consistently

TECHINCAL SKILLS

System Analysis: User Interaction, Specification, Essential Analysis, Object-Oriented Analysis – UML, SCRUM, Software Development Life Cycle

Software Quality Assurance: Creating and Executing test plans for functional tests, QA tests, regression tests, UAT

Database Design: CA Erwin, Oracle Designer, fabFORCE DBDesigner, MS Visio

Relational Database Management Systems: Oracle (SQL Loader, UTL_FILE), PostgreSQL, MySQL

Development: PL/SQL, Delphi, ASP, Visual Basic, Java, Javascript, XML, WSDL, SOAP

Telecommunications: SID, TAM, BSS/OSS

Project Management: PMBoK and Agile Project Management

Business Intelligence: Cognos and Oracle Tools, Pentaho Data Integration (Kettle)

Oracle Database Implementation and Administration: Oracle 8i, Oracle 9i, Oracle 10g, Oracle 11g - Linux and Windows Environment

Windows Networking Implementation and Administration: Windows Server 2003 Environment, Windows Server 2000 Environment, Active Directory, Terminal Service

Linux Servers Implementation and Administration: Database, Proxy, Firewall, Email

MS Excel, MS Word, MS Project, HP Quality Center, Atlassian JIRA, Apache JMeter, SoapUI, TOAD, SQL Developer, PuTTY, WinSCP

Murillo Gomes 905-***-**** Page 2

PROFESSIONAL EXPERIENCE

Software Development Manager / System Analyst

Ericsson Inovação S/A (Multinational Telecom Software Company) 2012-2015

Managed a team of +12 developers and architects, responsible for the evolution and maintenance of a Distributed Business Operation Support System (BOSS) with +80 million customers

Made changes in the SDLC to improve the software delivery quality, increasing the use of unit tests, which resulted in a decrease of 30% from the defects in the production environment

Managed the resolution of the defects found in the delivery to ensure compliance with SLAs

Delegated tasks to, organize, mentor and motivate the team

Coordinated walkthroughs and reviews, ensuring conformance to standards and adherence to design specifications

Supervised, monitored, and reported project progress throughout the project cycle to ensure on time completion and workout alternative plans in case of delays to the project

Created campaigns that reached more than 40 million mobile customers

System Analyst

Portugal Telecom (Multinational Telecom Software Company) 2008-2012

Developed and executed test cases (functional, regression, integration, UAT) to guarantee the adherence between the requirement and the code delivered

Developed a tool, NGIN® Configuration Manager, in partnership with Portugal Telecom Inovação headquarter, for configuring business features in the NGIN® system including the setting up of new services, promotions, spending limits, etc. This tool was designed to satisfy the need to make rapid changes to business rules, to facilitate configuration management and to allow the abstraction of concepts from the configured systems

Migrated more than 500,000 customers from the corporate legacy billing system, allowing the unification of corporate billing operations, reducing costs

Coordinated the development of a reconciliation system, in which inventory information can be checked against the network to ensure that all information is updated allowing the automation of management and audit processes

Implemented and managed the internship program, for 30 interns, who were finalists (3 times) and winners (2 times) of the award “Best Internship Practices” over three years

System Analyst

Unimed Salvador (Health Insurance Company) 2001-2008

Developed a quotation system for acquisitions of high-cost hospital material, that allows more optimized purchases (in terms of quality and price)

Elaborated and implemented the data center restructuring, highlighting the central backup strategy with an autoloader LTO3 and rack-based servers

Implemented an inventory system (OCS Inventory) allowing the management of the asset (hardware & software), ensuring compliance with standards, licensing, acquisitions and demand

Member of a group that developed a Business Intelligence project (Cognos based) for 15 cooperatives. This project included the identification of business measures and targets, based on the Balanced Scorecard, which provided greater control of cooperatives’ income and expenses

Developed a commission system that accelerated the payment time of seller’s commission by 50%

EDUCATION

Bachelor Degree in Computer Science

Ruy Barbosa College 2002



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