Roberto Basting Junior

Experience

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  IT Games Verisoft

  Jun 2006 - Aug 2006

  Tester & Quality Control

  Responsible for testing applications (messaging games, dating games) running on mobile phones manually and automatically, always looking for some bugs and reporting to the development department to fix them the fast as possible.Responsible for Quickly reveal critical bugs, provide an overall product quality assessment and help the product team to improve product quality and testability

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  Sonda Procwork

  Sept 2006 - Dec 2008

  Production Support Analyst

  I worked as a contractor at IBM allocated on the Sprint Telecom Project. Committed to provide support for the Sprint Payment Machines, working on Incidents raised by the stores' users. Provided support for server composed of on-prem cluster Unix servers running WebLogic, Apache, Tomcat, JBoss, Oracle DB (SQL), Linux/Unix. Client apps running on Windows.

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  IBM

  Dec 2008 - Oct 2020

  Head of Retail Applications, Provisioning, Porting, Datawarehouse and Business Intelligence for Sprint Telecom Company, responsible for leading and building application development teams supporting mission critical applications. Supplying the business needs from IT perspective, using best practices, helping the client on digital transformation.Leading now the the activities for merging the companies Sprint and T-Mobile with a focus on giving support to the production environment with an active participation during all the transition stages.Consultative work in multicultural environments of high complexity, in interface with clients / stakeholders, always oriented to the core business of the organization, in accordance with the operational, commercial and financial strategies.Expertise in strategy and business management, time management, briefings, forecasts, decision making, developing services and operations.Managing innovation initiatives and program, creating business opportunities, increasing portfolio, client partnership and satisfaction.Responsible for career management of employees and HR related stuffs, helping people to fulfill their potential aligned with business needs, identifying their strengths and development areas, supporting people’s personal aspirations and objectives in a way that’s aligned to the objectives of the company.Support people throughout the year, through regular conversations, tracking progress against objectives and managing any performance issues Show less Team Leader and Technical Leader for Sprint Retail applications responsible for the IT Service Management (ITSM) activities in a multicultural environment with client-facing responsibilities.Team Lead of 14 Production Support Offshore resources across Brazil, Philippines and India supporting Retail applications for Sprint.Acting as intermediator between Business Owners and Application Developers. Established new process in order to effectively drive the most critical issues from Business perspective to resolution.Coordinated several Changes to assure their smooth delivery without causing any issue to Production environment.Created new tools/scripts to automate functions performed by the Team and proactively prevent major issues.Continuously shared knowledge with the Production Support Team (Brazil, India and Philippines) in order to leverage the knowledge among the resourcesIT Service Management activities, using ITIL framework, including data analysis for SLA monitoring, business metrics and statistics. Generated ideas for optimizing the financial resources and time, leading the program called IDEAS that involved more than 300 people.Worked directly with the client Sprint in Kansas City (US) to strengthen the relationship between companies.Delivered multiple innovative solutions applying LEAN IT, reducing cycle time, SLA and increasing UX. Show less Committed to provide support for Sprint Retail applications, coordinating problem resolution on the following areas: Hardware; Software; Server; Automated processing software (batch jobs); Integrity of the customer's payments (payment tickets, batch job processing problems).Engaged in identifying and resolving complex problems related to product/service installation, update, configuration, operations, performance, or other aspects of information technology products and servicesResponsible for investigating system issues and the integration between production support and development teams.Worked on Root Cause Analysis of impactful issues becoming a role model to the Team as far as troubleshooting analysis and Incidents' resolution.Worked actively in the automation of reports and tools to optimize the work of the team through scripts in languages such as Shell and Perl.Participated in the transition of the support team from India to the Philippines in 2011, being responsible for the selection, knowledge sharing, processes and training.Participated in the activities for merging the companies Sprint and Nextel with a focus on giving support to the production environment with an active participation during all the transition stages Show less

  • Senior Delivery Manager & People Manager

    Mar 2014 - Oct 2020

  • Team Lead and Technical Lead

    May 2012 - May 2014

  • Production Support Analyst

    Dec 2008 - Oct 2012
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  E-Core

  Nov 2020 - now

  Responsible for managing Atlassianʼs Jira Customer Support team and helping the team provide excellent customer service, addressing challenging customers and problems that require escalation outside of the department.Provide all customers with an outstanding customer experience, ensuring that customersʼ questions and problems are resolved properly and quickly.Responsible for leading and coaching Support Engineers and Senior Support Engineers to handle challenging customers, readily shift priorities, prepare management reports, and work on support center initiatives while ensuring that service level and quality objectives are achieved. Able to develop plans on business and people side that should have a long term vision.Monitor and evaluate Support Engineer and Senior Support Engineerʼs monthly performance, reviewing productivity and attendance reports.Manage daily activities and sets personnel performance goals accordingly, assigning work and tasking priorities as necessary to meet departmental KPIs (Key Performance Indicators). Evaluate performance goals for customer satisfaction (NPS), quality (CSAT and internal), productivity (Throughput), and other key performance metrics that impact service quality.Drive business initiatives to improve customer experience (Process and business reengineering) Develop metrics to measure the effectiveness of technical support within the organization, tracking records of accomplishment and effectiveness within organizations.Experience in working 24x7 support operations and with teams across multiple locations. Show less

  • Atlassian Enterprise Senior Support Manager

    Apr 2024 - now

  • Atlassian Enterprise Support Manager

    Nov 2020 - now