Experience

• 

  Portugal telecom

  Mar 2013 - Feb 2015

  Operador call-center @ meo
• 

  Ogma

  Oct 2014 - Dec 2014

  Técnico de compósitos

  Responsável pela reparação de peças com defeito utilizando fibras de vidro e carbono, bem como responsável pela montagem de peças para serem entregues ao cliente final.

• 

  Myphone

  Feb 2015 - Nov 2016

  Assistente de loja @ meo
• 

  Sellbytel group

  Nov 2016 - Aug 2019

  • Acted as the initial point of contact for Cisco customers regarding the delivery of purchased equipment. • Managed the distribution of invoice's material lists across various production sites.• Collaborated with Supply Chain leaders to prioritize deliveries.• Participated in meetings with customers and sales teams to establish delivery plans. • Managed customer's requirements and expectations.• Provided technical support for iPhone and MacBook users.• Point of escalation for entry-level advisors.• Contributed to the practical training and mentoring of new hires.

  • Deal Manager Operations @ Cisco

    Sept 2018 - Aug 2019

  • Senior Technical Support Advisor for iOS based devices, with Mac environment knowledge

    Nov 2016 - Sept 2018
• 

  Estarta solutions

  Oct 2019 - Feb 2021

  After hours incident manager @ cisco

  • Offered operational support to premium customers in handling high-severity Service Requests for Cisco.• Utilized a range of communication channels to guarantee customer satisfaction during IT-related incidents. • Accelerated issue resolution through consistent follow-ups with the Engineering Teams.• Documented actions taken in relevant systems.• Contributed to the practical training and mentoring of new hires.

• 

  Talkdesk

  Mar 2021 - May 2025

  Strategically manage and deliver technical programs, driving cross-functional collaboration and ensuring alignment with business goals. Focus in program and project management, technical architecture, and team leadership. • Providing consultancy services on solutions and implementation options of internal tools for the internal teams. • Create documentation/ articles on best-practices and methodology for the deployment and maintenance of theinternal tools.• Offering dedicated technical support to internal stakeholders following software deployment. • Managed both the Technical Support's 2nd Line and the Porting and Numbers teams, ensuring team stability and growth in a fast-paced environment.• Main activities were: Team managing, reporting, outage identification, and communication coordination across multiple teams.• Contributed to the talent acquisition and the efficient onboarding of new hires, along with practical training and mentoring.

  • Technical Program Manager

    Oct 2023 - May 2025

  • Business Systems Analyst

    Jan 2022 - Oct 2023

  • Customer Support Team Lead

    Mar 2021 - Dec 2021
• 

  Agicap

  May 2025 - now

  Customer success engineer team lead