Wellinton Ramos

Experience

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  Caixa Econômica Federal

  May 2000 - Feb 2003

  Support Analyst

  Achievements : Promotion from trainee to support analyst. Tasks : Support for DNS, DHCP, IIS and Exchange servers; safeguarding against attacks by viruses; managing data circuits between bank branches.

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  SupportComm

  Feb 2003 - Nov 2005

  Implementation and Support Analyst

  Achievements: Radically improved a previously poorly functioning system to 100% reliability; developed business continuity plan; devised and conducted routine maintenance protocols adopted by other units within the organisation. Tasks: Client support with regard to technical issues; B2B interactions to improve service; database support; managed and supported proprietary systems as well as other servers.

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  Alcatel-Lucent Enterprise

  Dec 2005 - Nov 2011

  Senior Support and Systems Analyst

  Achievements: Redesigned processes using ITIL fundamentals to reduce resolution times for support tickets; by creating an effective contact centre project reduced infrastructure costs by 18%; established a trained team that was operational in advance of schedule. Tasks: Supporting high volume systems averaging 300,000 calls a day and with over 5000 extensions under Genesys Solutions, junior staff training; designing and developing routing strategies; database management and report optimisation. Show less

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  Grupo Contax

  Nov 2011 - Jul 2016

  IT Consultant

  Achievements: Service level agreement compliance >= 98%; successful implementation of a major project involving migration of an Avaya outbound to a Genesys outbound solution; technical project management and training resulting in reduced overtime costs and improved service level.Tasks: technical responsibility for work with Genesys solutions; support for both management decision-making through technical input and analysts on call; integration of legacy and contact centre systems; formulating technical contracts. Show less

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  Gsn

  Jul 2017 - Jun 2020

  Senior Cloud Engineer

  Achievements: Successfully introduced triage service to minimise ticket escalation; increased client satisfaction rate, receiving recognition for professionalism and problem-solving abilities; reduced time spent on the billing process (approx. 8 hrs./mo.) through automation implementation. Tasks: Operations team leader and third-party vendor liaison; product development through road mapping and creation of initiatives for improvements; fulfill company objectives, effectively implementing and supporting Genesys Solutions over cloud platforms; manage applications assets and provide consecutive service support efficiently. Show less

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  NTT DATA

  Jul 2020 - now

  Achievements: Met contractual deliverables with responsibility for resource planning and work allocation, managing budgets and minimising costs; proactively partnered with worldwide teams to meet the business objectives within set timeframes; delivered and instilled a culture of continuous service improvement; recognised by customers and colleagues for diligence and client focus.Tasks: Hold accountability for the operational services, allowing the Centre of Excellence to provide the highest level of client satisfaction; establish clear lines of communication across divisions, allowing for the swift management of issues and requests; collaborate with stakeholders; engage with client requirements; monitor the performance of service delivery via all channels, analysing metrics and reports to target resources effectively. Show less Achievements: Created a robust incident management action plan, reducing MTTR and aged tickets by 26%; received positive feedback from clients across the board thanks to swift diagnosis of customer needs and areas of opportunity; recognized by the CEO for a successful cloud migration solution for a premier client; badged by multiple managers for the commitment and client-focused mindset.Tasks: Providing the highest level of service to clientele, ensuring their IT infrastructure and systems remain operational at all times; establishing clear lines of support for complex incidents via the effective management and leadership of engineers; coordinating team activities in line with performance targets; acting as a focal point for technical matters surrounding CX managed services; working in lieu of management as required. Show less

  • Operations Manager

    Oct 2022 - now

  • Technical Lead

    Jul 2020 - Oct 2022