Service Manager
Resume:
ADRIANO DO CARMO
PROJECT MANAGER
Hummelstown, PA 17036
https://www.linkedin.com/in/adrianocarmo/
*****.*******@*****.***
I-765 - Application For Employment Authorization
ACADEMIC BACKGROUND
Master's in Project Management
2010 to 2012 - FGV - Barueri, SP - Brazil
Bachelor’s in Science of Computer
2004 to 2008 - Universidade Nove de Julho - São Paulo, SP - Brazil PROFESSIONAL BACKGROUND
Betta Global Partner, SP, Brazil
Project Manager (May 2019 to September 2019)
Managing IT and Call Center Infrastructure Projects for Claro Brazil Telecommunications Projects: MPLS, Lan to Lan, VPN, URA (Avaya and Huawei) and Firewall Sercom Contact Center, SP, Brazil
Technical Business Consultant (July 2016 to August 2018) Customer Portfolio
Amil, Dasa, Fleury, Einstein, Sírio, Hcor, KPMG, Deloitte, Estadão, Fedex, Mackenzie, Laureate, UNIP, CONTAX, Odontoprev, Unidas, Ticket e Indra.
• Administration of contracts, logistics, budget and routine planning in the execution of the service
• Elaboration of a schedule of actions, organization of human resources and materials, making available according to the client's needs
• Target exceeded in customer satisfaction indicator in 2016 and 2017
• Improvements made: change in service Desk service adapting to two customers with specific characteristics, frequent alignment with deployment team reducing deadline by 30%
• Reversal of dissatisfaction: Corrective actions on high-capacity links to Data Center's interconnections, Redundancy corrections and Call Center's routes and annual redundancy test schedule
• Alignment with internal and external customers to ensure deliveries are within the applicable scope and budget.
Telefônica Brazil, SP, Brazil
Senior Service Manager (September 2010 to September 2015) Customer Portfolio
Sabesp, USP, UNICAMP, SAP, IMESP, Centro Paula Souza, CETESB, Secretaria do Meio Ambiente, Policia Militar, DAEE, Fundação Casa, Unesp e EMAE
• Administration of contracts, logistics, budget and routine planning in the execution of the service.
• Elaboration of a schedule of actions, organization of human resources and materials, making available according to the client's needs.
• Improvement made with the change in Service Desk service adapting to Corporate service and Telemetry for single customer
• Project World Cup 2014, differentiated service for the customer involved in the event, as technicians in standby within the radius of service, 4G equipment available in case of drops of access, adaptation of routes for redundancy using client radio, Service Desk focused on list of key circuits and monitoring with hourly reporting to all involved
V20201106 Adriano Carmo Page 1 - 2
Telespazio Brasil, SP, Brazil
Commercial assistant (May 2006 to June 2010)
Customer Portfolio: Telefônica Vivo
• Sales and After-sales Services in satellite band Ku and C
• Survey of opportunities, prospecting for new clients and market mapping
• Monitoring the financial health of the contract
Tellnet Tecnologia de Rede e Informática, SP, Brazil Electronics Technician (October 2000 to March 2006) Customer Portfolio: Telesp Celular, Burger King and Corporate Condominiums
• Deployment Team Coordination
• Management of the implementation schedule with focus on time and financial control of labor
• Deployment of Network Infrastructure, Central Alarm, Security Camera, Access Control, VoIP, Router and Switch
• Maintenance of Acer computers and laptops
COURSES
HACC - Harrisburg/PA
English Language Learner (ELL) Fast Track with Digital Literacy Program 09/12/2020 - 10/10/2020
HACC’s Workforce Development Division Language Institute Program - Harrisburg/PA English as a Second Language for Community, College and Career Advanced Level course 06/16/2020 - 08/20/2020
HACC’s Workforce Development Division Language Institute Program - Harrisburg/PA English as a Second Language for Community, College and Career Intermediate Level course 02/04/2020 - 04/21/2020
CCNA, Fiber to the Desk, Ability in all operating systems, Microsoft Office and Excel with VBA, Network Infrastructure
CERTIFICATION
ITIL® Foundation Certificate in IT Service Management - Certificate number 4915666.20221773 RECOGNITIONS
• Recognition and Highlight of customer service of Vivo Empresas 2017
• Recognition and Highlight of customer service of Vivo Empresas 2016 V20201106 Adriano Carmo Page 2 - 2
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