Customer Service Management
Resume:
SUEUDO GOMES DE SOUSA
Brazilian, married, Dr. Eutichio de Barros Correia, 201, Fundão, Recife-PE, Brazil Phone: +55 81 99900.0494 / +55 81 99966.4410 / +55 81 3443.7396 E-mail: ***********@*****.*** - Linkedin: br.linkedin.com/pub/sueudo-gomes-de-sousa/49/b60/916 OBJECTIVE
IT Manager / IT Coordinator / Network Infrastructure Coordinator / Telecommunications Coordinator FORMATION
Graduate - CCNA / CCNP based Network Management - Estácio Faculty (Completed) Undergraduate - Bachelor of Computer Science - Faculdade de Guararapes (Completed) CERTIFICATION
CCNA - Cisco Certified Network Associate (ID CSCO12222592) - Pearson VUE ITIL V3 Fundation - APMG Exams Certification
PROFESSIONAL EXPERIENCE
2017 – Accenture - 3 month contract for internal projects Position: IT Consultant
Main activities: Responsible for the operation of Accenture Brasil's IT services, with a primary focus on internal customer satisfaction, acting strongly on the needs of VIPs (executives and partners), and support for events and meetings involving technologies and connectivity. Correspondent for the operation of IT services in remote units, acting directly with the local coordinators, supporting and managing activities for a quality service delivery. Acting among internal teams and managers with the purpose of improving the quality of services, increased motivation and productivity. Mentor/Professional coaching. Responsible for preparing and conducting monthly meetings with more than 70 professionals throughout Brazil. 2017 – Click Aprendizado
Position: Teacher
Main activities: Professor of Computer Networking courses, IT Management, IT Projects, Network Asset Settings, IT Security, Programming Logic, Internet Tips, Switch Settings, Router Configuration, Digital Colorization and Design Comics. Development of Video-lessons, Podcasts, info-books and quiz bank for evaluation of learning.
2015 - 2017 - Stefanini - IT Outsourcing & Software Application Development Position: IT Coordinator
Main activities: Responsible for the management of the support analysts team - ICT, allocated in the Project Jeep- FIAT, in Goiana / PE.
Distribution, monitoring and evaluation of daily customer service activities; Emission and Monitoring of management reports; Agreed service levels; Indicators of quality and Team performance; Productivity and quality of service; Project monitoring.
Administration of human resources: contraction, dismissal and support of the team; Apply feedback and Periodic evaluations; Dimension the team aiming at maintaining and guaranteeing the level of customer service to the client; Technically qualify the team to ensure the quality of the services rendered; To elaborate And keep knowledge base procedures and training manuals current. 2014 - 2015 - Faculdade dos Guararapes (FG)
Position: Professor of the courses of Computer Networks, Computer Graphics, Maintenance and support and Technician in Computer science.
Main activities: Teach classes in the disciplines of Applied Informatics, Fundamentals of Hardware, Programming Logic and Computer Networks.
2014 - Project WORLD CUP
Location: Pernambuco Arena
Project duration: World Cup;
Main activities: Responsible for mobile network technology and event security. Assisted Equipment Operation: Cisco 2951 Router, 3G module for internet access (Guest and backup); Cisco Catalyst 2960s Switch; Cisco 2504 Wifi Controller; Cisco 3602 and 1552 Access Point; Cisco ISE (Identy Services Engine) 3315; Cisco Unified Communications Manager Express; Cisco Unity Express. 2013 - 2014 - Northeast Hope - Wholesale Distributor Position: IT Manager
Main activities: Responsible for IT Management with the purpose of aligning company strategies and Information Technology with focus on business areas, motivating and encouraging the team to seek the best results. Manage the company's portfolio of services and technology, including:
• Management of the network infrastructure / telecom / servers of the company;
• Plan, organize and manage resources in the area of information technology;
• Propose innovation solutions, intermediate the requests and needs of the internal sectors of the company, as well as, manage their implementation;
• Develop and implement policies and guidelines that reflect the best practices available and available in the market, including COBIT and ITIL, ensuring compliance;
• Draw up investment plans aiming at technological updating;
• Interact with customer areas, ensuring efficiency in the use of technological resources (equipment, networks and systems).
2013 - 2013 - SDC Project (Integrated Control and Mobile Command Center) Location: Pernambuco Arena
Duration of the project: Confederations Cup;
Main activities: Responsible for mobile network security event technology. Assisted Equipment Operation: Cisco 2951 Router, 3G module for internet access (Guest and backup); Cisco Catalyst 2960s Switch; Cisco 2504 Wifi Controller; Cisco 3602 and 1552 Access Point; Cisco ISE (Identy Services Engine) 3315; Cisco Unified Communications Manager Express; Cisco Unity Express. 2012 - 2013 - Tecnoset Informática Products and Services Position: Project Supervisor
Main activities: Ensuring compliance with the SLA, keeping the satisfaction index high. Present improvements in daily processes and deliver reports according to scheduled dates. Maintain high availability of services. Support IT, attend meetings, conduct processes internally through responsible areas / people, service availability to meet the demands in a timely manner.
Responsibilities:
. Management of technicians allocated to clients;
. Relationship with the ServiceDesk team;
. Identify operational efficiency and action;
. Oversee Service Level Agreement (SLA);
. Develop continuous improvement strategies according to ITIL;
. Prioritization of network projects.
2011-2012 - Cornélio Brennand Group
Position: Support Analyst
Main activities: Qualitor, HP Data Protector for PCs, VPN, Cisco IP Phone, SAP, Corporate Googlemail and Outlook, Alert, Kaspersky Security, Microsoft System Center and Terminal Server; Analysis, Support and Management of Networks, support in the Microsoft environment, MAC OS X and Active Directory.
Support wireless networks (involving iPhone, iPad, Macbook and Notebooks) and wired network; Focal point for call opening with suppliers;
Corporate service companies of the group: Atiaia Energia, CBVP (Companhia Brasileira de Vidros Planes), Agrícola, Caroatá, BR Nauttilus, Iron House and Berkanawn located in Recife, São Paulo, Salvador and Cuiabá together with the SHPs in the region.
2004-2011 - TIM Nordeste
Position: Full Support Analyst
Main activities: I started my activities as External user support, performing the 87 TIM reseller units, own stores, Call Center, Data Center, Central Office and Warehouse; I worked in the support to users through systems Automedia, Remedy and xTTs. Routine on duty; Analysis, Support and management of networks with Active Directory access. Microsoft Operating Systems and proprietary TIM applications (BSCS, Clarify), with 3rd level support for Data Center servers;
Experience as focal point for TIM Nordeste and TIM East applications; Focal point for use of SCCM and area CDLs 10.
2001-2004 - Entermicro Informática
Position: Service Desk Supervisor
Main activities: Acting on Field Service coordination of several contracts. Responsible for managing technical team in support of installation, maintenance and use of the IT infrastructure, performing activities such as: Technical and administrative management of the field team. Customer interaction;
Preparation of methodology and procedures;
Monitoring and monitoring the level of service in response to requests; Management of equipment and its maintenance;
Specification and acquisition of software and hardware. COMPLEMENTARY COURSES WITH CERTIFICATE
Preparatory CAPM Certification - uDemy;
Virtualization - Intel;
Leadership - Intel;
Formation of leaders - ESAGS;
BPM process management - Fundação Bradesco;
Quality management - Prime courses in Brazil;
Fundamentals of COBIT - Fundação Bradesco;
Fundamentals of IT Governance - Fundação Bradesco; People Management II - ESAB - Open School of Brazil; Excellence in service;
Excellence in IT services;
Configuration of VLANs in CISCO Switches - Area 2
Fundamentals of Network - Fundação Bradesco;
Computer Networks and Broadband Networks - ESAB - Open University of Brazil Microsoft Network Administration - ESAB - Open University of Brazil TechNet Professional 5 Stars Microsoft - Active Directory; Planning, Implementing, and Maintaining Microsoft Windows Server 2003 Active Directory Infrastructure; Security and network management, professional environment management, team leadership and people management;
English - Advanced reading, writing and speech.
SUMMARY AND SKILLS
Professional Postgraduate and certificate with experience in IT Management with the purpose of aligning company strategies focusing on business areas, motivating and encouraging the team to seek the best results, with skills in:
. Network / telecom / server infrastructure management;
. Plan, organize and manage resources in the area of information technology;
. Develop and implement policies and guidelines that mirror best market practices;
. Draw up investment plans aimed at updating technology;
. Interact with client areas, ensuring efficiency;
. Management of local and external technical teams;
. Oversee Service Level Agreement (SLA);
. Directs projects to desired strategies;
. Develop continuous improvement strategies according to ITIL;
. Prioritization of projects;
. Responsible for understanding the business, focused on the area of relationship and Management of services;
. Self level IT technical expertise and network infrastructure.
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