Alexandre Ferreira

Experience

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  Portugal Telecom

  Sept 1996 - Mar 1999

  Telecommunications Engineer

  Worked at the ITMC (International Test and Maintenance Centre), provisioning and testing high rate circuits, between Portugal Telecom and other international operators as British Telecom, France Telecom, Telefonica, etc.Responsible for monitoring the network availability and traffic capacity of the different nodes.

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  Optimus

  Mar 1999 - Jul 2005

  BSS O&M Field Engineer

  Ericsson, Motorola, Huawei RAN hardware and software (2G/3G)PDH, SDH, HDSL, FWASite infrastructuresTest Mobile SystemDescription:Network Roll-out, Operation & Maintenance, Commissioning, Site Acceptance and Site Survey, Hardware and Software Integration, Curative and Preventive Maintenance.Radio optimization, radio network analysis with TEMS.Integration, maintenance and testing of the following transmission equipments: FWA Siemens, FWA Alcatel, HDSL, SDH, Mini Link E, Mini Link Traffic Node, Mini DXC, Mikon Repeaters. Show less

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  Ericsson

  Jul 2005 - May 2013

  System Support (Integration, testing, protocol analysis) and O&M of more than 100 servers, which include Unix/Linux, Solaris, Windows Server, SQL.System integration and inter-system integration, system testing on test plant and live network.Database administration and data extraction for KPI reporting.Description:Intelligent Network Administration:SMAS- Unix server administration (Solaris)- Number portability- Provisioning (non geographical numbers, added value numbers)- Access Screening- Information and BusinessDigitalk- Data Base administration (SQL)- Windows Server administration- Post paid calling cards provisioning- Pre-paid calling cardsSonus (VoIP)- Linux Server administrationEricsson AXE- Basic knowledge on AXE platform- Alarm, route verification, service testingSystem Support for Ericsson Charging System:- Nodes CCN, SDP, AIR, Minsat (Linux, Dicos)- Node Integration and upgrade (CCN, SDP)- System integration (Integration with other platforms, protocol analysis)- System testing- System Support Show less Team leadership and customer interface on two Managed Services contracts for the 1st and 3rd mobile operators in Portugal, totaling more than 3000 sites and over 3 million mobile subscribers.Interface between customer, Ericsson, Logistics and subcontractors.Customer interface:KPI analysis and reporting, customer SPOC, meeting with customer for follow-up of on-going projects and service delivery in general, prepare new projects.Team leadership:Prepare workloads and distribution within the team, team organization in terms of availability and regional placement, car park control.Interface with logistics in order to have the different materials ready for pick-up by engineers (time optimization), spares and test equipment availability.Interface with subcontractors:Interface with Ericsson subcontractors as well with customer subcontractors.Ericsson subcontractors work allocation, motorization of targets and quality of delivery.Coordinate with customer subcontractors all tasks that needed to be performed between their teams and Ericsson teams (engineers and subcontractors).Tools:Microsoft Office (Excell, Word, PowerPoint)Data extraction from customer and Ericsson data bases for KPI analysis and reporting.BMC Remedy Action Request System (ARS)Role tasks:Preparing daily workloads for staff and co-ordinating the daily allocation of work.Motivating the team to achieve high standards and KPI targets.Handling new client enquiries and acting as the face of the business.Monitoring and reporting on performance targets.Weekly team meetings, focussing on targets and achievements.Customer meetings for follow-up or planning of new projects.Involved in the recruitment of new staff.Praise team members and create a positive working environment. Show less Ericsson, Motorola, Huawei RAN hardware and software (2G/3G)PDH, SDH, HDSL, FWASite infrastructuresTest Mobile SystemDescription:Network Roll-out, Operation & Maintenance, Commissioning, Site Acceptance and Site Survey, Hardware and Software Integration, Curative and Preventive Maintenance.Radio optimization, radio network analysis with TEMS.Integration, maintenance and testing of the following transmission equipments: FWA Siemens, FWA Alcatel, HDSL, SDH, Mini Link E, Mini Link Traffic Node, Mini DXC, Mikon Repeaters. Show less

  • Intelligent Network and Charging System Support Engineer

    Jan 2009 - May 2013

  • BSS Team Leader

    Sept 2007 - Jan 2009

  • Radio Access Network O&M Engineer

    Jul 2005 - Sept 2007
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  Telehorizon

  Dec 2013 - Jan 2014

  RAN Engineer

  Build technical documentation for Vodafone PT network modernization project.

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  Mellonest

  Apr 2014 - Aug 2015

  System Administrator and Software Developer

  Web and software developer:- HTML5- CSS3- Compass (SCSS)- PHP- Javascript- jQuery- Ruby on Rails- Wordpress DeveloperSystem administrator:- Linux System Administrator (Red Hat/CentOS, Web server Apache, Passenger, Bash, Python)- GIT (distributed revision control system)- Data Base Administrator (MySQL)

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  Sutherland Global Services

  Aug 2015 - Jul 2017

  Support Blackboard Learning Management System, directly reporting to the Account Manager and actively communicating with stakeholders regarding all KPI’s:- Weekly, monthly, quarterly and yearly presentation/discussion of SLAs, CSAT, Quality Assessment, Closure and Case Age scores.Manage and communicate with all team members to assure that: - Regular feedback on monthly basis is provided, regarding the scores they have achieved on their assigned goals, including but not limited to – CSAT, Closure, Quality Appraisal, Volume Contribution, Knowledge Check, Case Closure, Average Time spent with cases.- Keep punctuality on working place.- Understand people’s Goals.- Provide Individual feedback, including coaching and preparing improvement plans regarding the engineers performance, productivity and behavior.- Analyze, identify and report positive/negative trends.- Identify, suggest and implement different initiatives, so to boost employees’ motivation, job satisfaction and individual performance.- Collaborate with different stakeholders (internal and external), in order to ensure that the company’s and Operation department’s goals are met.Achievements:- Implemented Work from Home policy, as well as, a training program for the team members.- Created Internal Wiki page for knowledge sharing. Show less

  • Team Manager

    Apr 2016 - Jul 2017

  • Technical Support Manager

    Aug 2015 - Apr 2016
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  Blackboard

  Aug 2017 - Sept 2022

  Senior Manager

  Directly reporting to the EMEA senior director for Support, and member of the leadership team in the Czech Republic.Products:- Blackboard Learn (LMS)- Blackboard Collaborate (Collaboration tool, virtual classroom)- Blackboard Analytics and BbData (institutional data analysis)Main achievements:- Successfully implemented the strategy to restructure the Support team in EMEA- Improve the operational model for the L1 Support team in EMEA- Develop and implement a support strategy for improvement of KPIs while at the same time increasing the scope of the team ("do more with the same")- Increased team competencies and seniority- Main KPIs, CSAT >= 92% and NPS of more than 71- Help to create an open, pleasant and cooperative work environment between the different layers of Support Teams in EMEAResponsibilities:- Management of work relationships with stakeholders (examples are other tiers of support, sales or development teams)- Create new and/or ensure adherence to existing processes by the team- Analyze, identify, and report positive/negative trends- Hiring and training- Regular 1on1s with all team members- Praise, motivate and inspire the team- Yearly performance evaluations regarding team members- Manage client escalations- Plan work schedules and leaves- Work with the support leadership team in analyzing historical data, design and implement new support models Show less

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  Louis Dreyfus Company

  Sept 2022 - now

  IT Service Delivery Manager

  Assist in designing and implementing the transformation project for Global Operations by interfacing with the multiple stakeholders in order to help the business transition into the new operational model.Global Operations Product Owner (PO) for the areas:- Automation- Network-SecurityGuarantee service operations, quality and continuous improvement of the delivery for IT Infrastructure teams.Managing a multidisciplinary team of engineers in two different regional locations in Brazil and Bulgaria, operating two different technology towers:Main responsibilities:- Change management for the operations of the technological towers- Adapt and develop the support model to address the business needs- Maintain, coach and develop teams- Operations SPOC for the technology towers- Drive internal and third-party service review meetings covering performance, service improvements quality and processes- Key player in the relationship with internal and external stakeholders- Ensure compliance with ITSM and IPCM processes- Adopt Agile practices into the different realities of operations for each technological tower- Design maintain and develop KPIs, SLAs and OLAs- Design responsibility matrix(s) (RACI)- Management reporting on IT service performance Show less