Rober Salamao

Experience

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  Anacom Científica

  Apr 1994 - Sept 1997

  Support Analyst
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  High Value

  Jul 1997 - Nov 2002

  Support Analyst
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  Flauto Consultores Associados

  Jan 2003 - Aug 2003

  Support Analyst
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  Zodiac Produtos Farmacêuticos

  Sept 2003 - Aug 2008

  Support Analyst
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  DXC Technology

  Oct 2009 - now

  Activities:-Mapping and immersion in local, regional and / or global WW level clients for analysis of delivery requirements, contributing to the strategic business plan of the customer;-Development of strategies and processes with the client in areas such as performance and measurement metrics, scale change management and communication;-Cost and goal management for all service delivery requirements, developing, implementing and monitoring expenditure controls;-Risk management of projects acting proactively for elimination and / or minimization of impacts;-Consultative support in the development of solutions and participation in the negotiations of -pre-sales and requests for change representing and approving the capacity of supply and the solution of costs;-Identification of opportunities to optimize cross-business units, driving the improvement effort.-Management of SLAs guiding the resolution of incidents, conflicting requirements and problem management;-Experience in internal and external audits (SOX), with direct interface with the security area to present evidences and answers to the questions made by the audits.Main Projects and Results:-Recovery of result margin, optimizing teams and delivery of services. Result: increase of 5 to 10% of revenue.-Optimization of support team processes, seeking to increase the level of SLA. Result: increase of up to 5 p.p. in the delivery rate without increase of operating costs.-Implementation of support team for critical incidents, aiming the engagement of teams and Vendors. Result: optimization of 20 to 40% in the time of resolution of critical incidents.-Migration project from Microsoft Exchange Server to the Microsoft Office 365 Cloud email environment. Result: 1500 user and application accounts migrated in 5 waves over 03 months with no impact on the environment. Show less

  • Account Delivery Leader

    Apr 2017 - now

  • Account Delivery Manager

    Dec 2011 - Mar 2017

  • Account Technical Lead

    Oct 2009 - Nov 2011