Experience

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  Stefanini emea

  Oct 2006 - Apr 2011

  Responsible for 20-50 employees. Managing schedules, SLA attainment and profitability of the service desk. Primary functions included employee growth, hiring and dismissal processes. Contributed to multiple corporate functions and established a performance improvement office for a multi-million dollar service desk leveraging six sigma experience and background. Run daily, weekly, monthly reporting and execute analysis on dataFacilitate and lead customer quality calls and address concernsMeet 1on1 with support technicians to deliver quality feedbackExecute and create training materials regarding all aspects of the service desk

  • Team Leader

    Jul 2008 - Apr 2011

  • Operations Analyst

    Jan 2008 - Jul 2008

  • SR. Support Technician

    Oct 2006 - Jan 2008
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  Secure-24

  Feb 2011 - Aug 2018

  Technically oriented, familiar with entire service catalog for a industry leading ITO hosting provider. Accountable to have a strong depth of knowledge in the disciplines of client service management. Directly responsibly to ensure that my team is held accountable to achieve their individual and team goals and objectives.Focus on contributing to and implementing long-term strategy with in the department and ensuring the success of not only my team members, but the company as a whole. This includes profitability, repeat customers and creating a reference base to be utilized whenever an opportunity dictates. Show less SAP Project Manager. Responsible for migration and hosting planning, execution and continuous improvement for my organization. Over the course of 2 years over 300 servers built/migrated/upgraded for various customers. A total of no less than 6 SAP migrations including homogeneous and heterogeneous. While being in my role as a project manager I have migrated virtually and physically multiple customers from various service providers including AIX to RHEL migration for a major life sciences customer. Show less

  • Client Services Manager-Team Lead

    Sept 2014 - Aug 2018

  • Client Service Manager

    Mar 2013 - Aug 2018

  • Project Manager

    Feb 2011 - Mar 2013
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  Ntt ltd. cloud

  Aug 2018 - Apr 2023

  Director of service delivery

  • Manage a global team with multifaceted technological expertise's to deliver a core infrastructure hosted platform with sidecar services such as Citrix, VMware Horizon View, O365 Management and Remote Network Services.• Drive improvements to a KPI driven organization both focused on profitability and customer SLA attainment.• Developed and implemented global service delivery policies and standards that decreased service delivery time by 70%, ensured service level agreement (SLA) compliance for all customers.• Partner directly with key customer contacts and decision makers to help drive improved customer satisfaction and growth of business.• Support global integrations of support to an existing client portfolio from new regions within NTT.• Limit controllable customer churn to well within goals provided. Show less

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  Data intensity

  Sept 2023 - now

  Director, customer service management