Paulo Ribas

Experience

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  OpServices TI

  Sept 2005 - Aug 2011

  OpMon Software Deployment Project Management: - Orchestrated end-to-end project management for OpMon software deployment, ensuring successful implementation and customization projects.Pre-Sale and Post-Sale Expertise: - Played a pivotal role in both pre-sale and post-sale phases, leveraging technical expertise to contribute to successful client acquisitions and delivering exceptional post-sale support.Cross-Selling and Farming: - Implemented cross-selling strategies, identifying opportunities to enhance service offerings and cultivate long-term client relationships through effective farming techniques.Technical Consultation: - Functioned as a technical consultant during pre-sale engagements, providing valuable insights into the capabilities and benefits of OpMon software to potential clients.Customization Leadership: - Led customization projects, tailoring OpMon to meet the unique requirements of clients and ensuring optimal functionality aligned with their business needs.Stakeholder Collaboration: - Collaborated closely with internal stakeholders, including sales, technical, and customer support teams, to ensure seamless communication and alignment of project goals with overall business objectives.Client Education: - Provided comprehensive client education on OpMon software capabilities, fostering a deep understanding of its features and benefits to drive client satisfaction.Risk Management: - Proactively identified and addressed potential project risks, implementing mitigation strategies to ensure the successful and on-time delivery of OpMon deployment projects.Quality Assurance: - Enforced stringent quality assurance measures to guarantee the reliability and performance of OpMon software in real-world operational environments.Continuous Improvement: -Initiated and led initiatives for continuous improvement in OpMon deployment processes, incorporating feedback and staying abreast of industry best practices. Show less Customer Service Operations Leadership: - Oversaw and led the company's customer service operations, ensuring a seamless and positive experience for clients.Team Management and Training: - Managed and trained a dynamic team, fostering a collaborative environment to enhance skills and efficiency in customer service delivery.Platform Activation and Maintenance: - Spearheaded the activation and maintenance of OpMon and OpNet platforms, ensuring optimal functionality and performance.Customer Support Utilizing OTRS and Service Desk: - Provided efficient customer support using OTRS in conjunction with Service Desk methodologies, ensuring timely issue resolution and customer satisfaction.ITIL-Based Routines and Processes: - Developed and implemented routines and processes based on ITIL principles, optimizing operational efficiency and aligning services with industry best practices.Project Development and Research: - Led the development of projects and conducted research initiatives, staying abreast of industry trends and implementing innovative solutions to enhance customer service.Training Plan and Analyst Evolution: - Formulated and executed a comprehensive training plan, promoting the professional evolution of analysts to meet evolving business needs.Attendance System Implementation: - Successfully implemented an attendance system, streamlining processes and ensuring accurate tracking of customer interactions.Policy, Process, and Service Structuring: - Structured policies, processes, and services to create a cohesive framework that aligns with organizational goals and enhances overall customer service.Environmental Management Elaboration: - Developed and implemented environmental management strategies, contributing to sustainable practices within the company. Show less Service Level Agreement (SLA) and Service Level Management (SLM) Reporting: - Played a key role in preparing SLA and SLM reports, overseeing the direct management of the support team's KPIs to ensure service excellence.Project Area Support and Consultancy: - Provided crucial support to the Project area, offering consultancy services and on-site training for clients and partners to enhance their understanding and utilization of systems.Documentation of Processes and Procedures: - Led the documentation efforts for processes and procedures, focusing on building a robust knowledge base for customer support, and facilitating streamlined operations.Database Integration for OTRS Systems: - Took responsibility for integrating databases within the OTRS systems, ensuring seamless information flow and data accuracy.OpMon Tools Installation, Implementation, and Support: - Installed, implemented, and provided support for OpMon tools for N2 and N3 level customers. Collaborated with the development sector for joint analysis, bug fixing, and comprehensive documentation of solutions.Development: - Developed reports in Jasper Reports using xPath language, showcasing proficiency in data reporting and analysis. Additionally, contributed to the development of plugins and custom handlers for data collection using PHP, Shell Script, Perl, Vbs, and Python.Systems Integration Modeling and Query Development: - Modeled and developed queries for systems integration, demonstrating a strong aptitude for tool approval with each new version launched.Continuous Improvement and Innovation: - Actively participated in the joint analysis with the development sector, contributing insights for bug fixing and consistently seeking opportunities for process improvement and innovation. Show less

  • Project Manager

    Sept 2010 - Aug 2011

  • Support Manager

    Aug 2009 - Aug 2010

  • Technical Support Analyst

    Sept 2006 - Jul 2009

  • Information Technology Intern

    Sept 2005 - Aug 2006
• 

  InterOp

  Nov 2011 - Dec 2019

  Senior IT Consultant

  Technical Delivery Management: - Spearheaded the end-to-end management of technical deliveries, ensuring seamless processes and adherence to ITIL methodologies.Process Management: - Implemented and optimized ITIL processes to enhance efficiency and effectiveness in service delivery.IT Service Implementation: - Oversaw the implementation and management of IT services, tailoring solutions to meet the specific needs of a diverse clientele.Technical Training: - Provided comprehensive technical training on IT Service Management (ITSM) tools, empowering team members with the skills necessary for optimal performance.Documentation Preparation: - Developed detailed technical documentation to streamline processes, facilitate knowledge transfer, and ensure continuity in operations.Quality Control: - Enforced rigorous quality control measures to maintain high standards in service delivery and customer satisfaction.Issue Resolution: - Proactively identified and addressed errors, bugs, and service improvements, ensuring a seamless experience for clients.Client Relationship Management: - Functioned as the primary point of contact for clients, managing conflicts, and ensuring swift issue resolution to uphold a positive client experience.Project Planning and Execution: - Led the planning and execution of monitoring projects using platforms such as OpMon, Nagios, Zabbix, and SolarWinds, ensuring robust monitoring solutions.Coordination of Business Process Mapping: - Coordinated activities related to mapping and monitoring of business processes, fostering alignment between technical and commercial aspects.Interdepartmental Collaboration: - Facilitated seamless collaboration between commercial and technical teams, contributing to the formulation of cohesive proposals for clients. Show less

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  Broadcom Software

  Dec 2019 - Oct 2024

  Client Services Consultant

  Consulting and Implementation of Broadcom AIOps/NetOps Suites: - Spearheading the consulting and implementation efforts for Broadcom's AIOps/NetOps Suites, including DX NetOps (Spectrum, Performance Management, NFA, VNA), DX IM (CA UIM), DX OI (AIOps), and SOI (Service Operations Insights).Broadcom ITSM Suite Consulting and Implementation: - Leading the consulting and implementation initiatives for Broadcom's IT Service Management (ITSM) Suite, encompassing CA Service Desk Manager, CA Configuration Automation, CA Process Automation, CA EEM, and CA Service Catalog.Strategic Partnership with Clients: - Cultivating strategic partnerships with clients to understand their unique business needs and challenges, tailoring Broadcom's AIOps/NetOps and ITSM solutions to meet specific requirements.Solution Design and Implementation: - Driving solution design and overseeing the seamless implementation of Broadcom's suites, ensuring alignment with industry best practices and client objectives.Technical Expertise in Broadcom Suites: - Leveraging in-depth technical knowledge to provide guidance on the optimal utilization of Broadcom suites, including troubleshooting, customization, and performance optimization.Training and Knowledge Transfer: - Conducting training sessions and facilitating knowledge transfer to empower client teams in maximizing the benefits of Broadcom's AIOps/NetOps and ITSM solutions.Continuous Improvement Initiatives: - Proactively identifying opportunities for process improvement and optimization within the implementation and consulting workflows.Client Relationship Management: - Serving as a primary point of contact for clients, fostering strong relationships, and ensuring ongoing satisfaction with Broadcom's solutions.Stay Abreast of Industry Trends: - Remaining updated on industry trends and advancements to provide clients with insights into the latest features and capabilities of Broadcom suites. Show less

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  HCLTech

  Oct 2024 - now

  Senior Services Consultant