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Felipe Jansen

Felipe Jansen

Field Engineer

Followers of Felipe Jansen356 followers
location of Felipe JansenRio de Janeiro, Brazil

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  • Timeline

  • About me

    Customer Success Manager, ITIL Expert | Blip

  • Education

    • Universidade Estácio de Sá

      2001 - 2003
      Graduate Technologist Telecommunications Network

    • Universidade Candido Mendes

      2011 - 2012
      Postgraduate Project Management

    • Universidade Candido Mendes

      2017 - 2018
      MBA Business Management

  • Experience

    • SITA

      Oct 1996 - Nov 1998
      Field Engineer

      Field Engineer responsible to install AT&T Paradyne modems, Cisco routers, LAN equipment, emulation softwares like Amadeus, Sabre, etc.

    • Orange Business

      Dec 1998 - Apr 2021

      Service Management, Incident Management, Lifecycle Management, Change Management, SLA metrics, Optimization, Capacity Planning, Leading and facilitating executive meetings, Pre-Sales Support for IT/Telecom solutions and products.Work with the account team to up-sell Service Management and other products and services. Incident management at Service Operations level. Responsible's team to open incidents with Carriers in Latin American until problem resolution - 24x7 Expert level, responsible to support voice & data services into Cisco and Nortel technologies Data and Voice service support Level 2 for global customers mainly airlines companies; After a company acquisition (former Global One), I was one of the responsibles to integrate that service, coaching my teammates, until the the systems and processes unification.

      • Customer Service Manager

        Dec 2008 - Apr 2021

      • Global Customer Service Desk Supervisor

        Jul 2006 - Dec 2008

      • Global Customer Service Desk, Expert Level 3

        Sept 2003 - Jun 2006

      • Global Customer Service Desk Analyst Level 2

        Dec 1998 - Oct 2003

    • Blip

      Jun 2021 - now
      Customer Success Manager | CSM

  • Licenses & Certifications

    • ITIL Service Operation certified

      AXELOS Global Best Practice
      Nov 2016

    • The PS Professional® Rainmaker Foundation

      Three Learning Private Limited
      Sept 2018

    • ITIL Service Strategy certified

      AXELOS Global Best Practice
      May 2014

    • ITIL Managing Across the Lifecycle, MALC certified

      AXELOS Global Best Practice
      Oct 2017

    • ITIL Service Transition certified

      AXELOS Global Best Practice
      Oct 2016

    • ITIL version 3 Foundation

      AXELOS Global Best Practice
      Jun 2009

    • ITIL IT Continual Service Improvement certified

      AXELOS Global Best Practice
      Jul 2015

    • ITIL Service Design certified

      AXELOS Global Best Practice
      Oct 2013