Willian Correa

Experience

• 

  Lexmark International, Inc.

  Jan 2004 - Jan 2006

  Technical Support Agent
• 

  Solugraph Brasil

  Jan 2007 - Jan 2010

  Field Service Technician
• 

  HCL Technologies

  Jan 2010 - Jan 2011

  Technical Support Analyst
• 

  TIVIT

  Jul 2011 - Jun 2013

  Service Desk Team Leader

  Allocated inside of HSBC Bank to the outsourcing process of Service Desk department, my main activities were:• Organize and supervise activities within service desk environment.• Develop procedures and guidelines for the development of area.• Study, develop and improve processes, equipment and tools.• Negotiate terms of fault handling activities with the other areas.• Check the quality level of operating team.• Guiding analysts regarding the procedures and action plans.• Search preventive actions in order to avoid re-incidents problems.• Development team, technical training, coaching and feedback.• Ensuring Continuity of processes, fault detection and monitoring. Show less

• 

  ActiveWeb Segurança Digital

  Jun 2013 - now

  I.T Manager

  Responsible for managing Application Support team based in Curitiba, Brazil to understand support issues and resolution paths as it relates to the ongoing life cycle.MY CORE RESPONSIBILITIES:• Work with vendors to understand business support needs to create and maintain SLA’s for all business applications.• Responsible for report information and activities, which could impact IT deliveries or services.• Responsible for validation of products / certificates (SSL and Non SSLCertificates).• Support team competence, development needs, skills development and cross training within the Support team.• Manage and prioritize incidents that come are entered in Incident management tool.• Secure work prioritization and distribution within the team and coordinate team’s activities.• Responsible for securing IT delivery in line with decided directives and frameworks.• Ensure communication / collection / sharing relevant information with stakeholders, team members and partners.• Cooperate to prepare and follow-up IT budget for solutions.• Establish guidelines and work instructions when applicable.• Increase quality and efficiency by continuous improvements. Show less