Fabio Custodio

Experience

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  Six Flags Great Adventure & Safari

  Jun 2008 - Dec 2008

  Cutural Exchange Program

  Work and Travel Experience

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  IBM

  Oct 2009 - Dec 2010

  Support Analyst

  Distributed: Monitoring servers, Windows OS support level 1 and 2 monitoring platforms AS400 - Iseries.Network: Performance on Cisco routers and 3Com. Config and troubleshoot

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  AT&T

  Jan 2011 - Oct 2013

  Support Analyst at AT&T

  Network Support Tier Cisco routers, switches, LAN, WAN troubleshooting. Data Network Analyst at NOC, Cisco Routing and troubleshooting. Technical support, Level 1.5, router configurations, logs analysis and problem determination.

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  Thomson Reuters

  Oct 2013 - Jan 2014

  Customer Support Executive

  Financial customer service executive support. Customer service support EIKON, supporting and troubleshooting user’s incidents of the stock exchange application EIKON. The job role main duties include supporting VIP customers that uses the software and when it experience technical issues the customer service executive is responsible to drive to the correct resources to apply a fix.

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  BT

  Jan 2014 - Aug 2021

  As SPOC (Single Point of Contact) for Global Accounts (New Balance; Westcon;FM Global; NiceIncontact), supporting the in-life products and services of the overall network. Main duties includes managing the KPIs and guarantee the SLA agreements, as a collaborator of customer experience when reporting demands to delivery, operations and sales, it also support the market unit to increase the revenue, by proactively identify new opportunities when a service improvement is required over the services provided. There is also a governance where is required presenting the MTTRs, SLAs and KPIs analysis by weekly, monthly and quarterly. Show less

  • Customer Success Manager

    Jan 2021 - Aug 2021

  • Service Manager

    Jan 2014 - Jan 2021
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  NICE CXone

  Aug 2021 - now

  Senior Technical Account Manager