Vinicius Barbosa

Experience

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  Unisys

  Jun 2002 - Nov 2008

  Infrastructure Services Representative

  I supported as Field Service for Dell and EMC Equipment Repair

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  Stefanini Brasil

  May 2009 - May 2010

  Support Analyst

  I supported internal users at Dell regarding problems with equipment and systems.

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  Dell Technologies

  May 2010 - Sept 2022

  I have led, together with two other managers, a large team of 55 people.Our team was responsible for serving thousands of customers per month with demands that involved server hardware and software support through the most varied service channels, such as telephone, chat, email, and WhatsApp.Despite our track record of working on-site, that year at WFH, we hired 25 new people to join our team—a historic record! We had to develop new ramp-up methods, and we achieved excellent results. Our Customer Experience assessments reached excellent levels, and our technical accuracy achieved results never before achieved by this team.That year, we also started our Internship Program to support the university community in our region and develop new talent for our teams. Show less I led two teams simultaneously during this period, with 18 direct reports.OEM Storage SupportTogether, we faced the movement from on-site to WFH during increased demand and the impossibility of hiring. Still, even so, we had very expressive results, such as improving customer experience and technical accuracy in our work cases.After Hours TeamThis team's mission is to support the entire Enterprise product line during the 3rd shift. With the arrival of new products, I planned changes in the team structure and the most extensive training roadmap ever carried out by this team, making it possible to support everyone with the new products.We started a project to bring the teams from Brazil and Panama closer together, which enabled us to strengthen the relationship between people from both sites and improve our technical skills. Show less As Team Leader, I did:- Team Leader of approximately 50 Server and Operating Systems Analysts.- Involvement in mapping team competencies, selection processes, and developing strategies to integrate new analysts.- Coordination of routine team activities.- Career mentor for a group of analysts.- Acting in escalated cases. Representative in relationship with other teams.- Planned and executed the training program for the analyst team.- Expertise in several improvement projects carried out in the department. Show less Server ProSupport TeamAn analyst specializing in Dell servers, supporting the Company's customers in the most varied activities, such as helping with the installation of new equipment, diagnosing hardware failures, and answering technical questions about the product. Support for Windows Server, RedHat, Suse, VSphere, and Xen Server operating systems. Backup Exec and Commvault backup systems support was available as well.Several times, I performed the Support Staff functions (Dispatcher, Team Lead, and L2) as a backup. Show less

  • Enterprise Support Maanger at Dell EMC - VxRail Team

    Jan 2022 - Sept 2022

  • Enterprise Support Manager at Dell EMC - Server Team

    Dec 2020 - Jan 2022

  • Enterprise Support Manager at Dell EMC - Storage & After Hours Teams

    Dec 2019 - Dec 2020

  • Team Leader in the VxRail Team

    Oct 2018 - Dec 2019

  • Senior Engineer

    Jan 2017 - Oct 2018

  • Team Leader - Server Team

    Dec 2013 - Jan 2017

  • Server Support Analyst

    Sept 2011 - Dec 2013

  • Support Analyst

    May 2010 - Sept 2011
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  Personalizado Favorito

  Sept 2022 - Nov 2023

  Operations Manager

  A project where I worked on developing the Business Plan and as Operation Manager in a business created to employ people in my family.

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  G4F

  Feb 2023 - Nov 2023

  Technical Support Coordinator - Government

  I led the Technical Support team at the Regional Labor Court 4th Region.I acted as the point of contact between the Court's IT Department leaders and the company we represent.My main activities were preparing reports, controlling indicators, and continuous improvement processes.

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  Interop

  Nov 2023 - now

  Coordenador de Suporte de TI

  I have been leading a team at a government agency consisting of Analysts N1 (User Service), N2 (Field Service), and N3 (Data Center Infrastructure Support).My primary responsibilities are:- Manage people;- Ensure the efficiency of incident management, problem management, and change management processes;- Manage indicators and execute action plans to ensure the achievement of contracted service levels;- Manage conflicts and relate to the client's internal areas.