Henrique Machado

Experience

• 

  Fast Campany - Informática

  Apr 2010 - Jun 2014

  Técnico de Informática
• 

  BT Group

  Jun 2014 - now

  Experienced leader with a strong track record of managing teams and driving operational excellence in high-pressure environments. I led a team of 15 employees, ensuring the delivery of exceptional customer service and consistently exceeding KPIs. Skilled in coaching, team development, and cross-functional collaboration, I’ve recruited top talent and implemented strategic improvements to enhance performance.Key achievements:- Led service assurance teams, ensuring top-tier customer experience and surpassing KPIs.- Championed continuous improvement through strategic initiatives, reducing complaints by 100%.- Experienced in process optimization, driving change and enhancing operational efficiency. Show less - Process definition for incidents queue daily prioritisation, strategically aiming to achieve the service KPI as SLA and MTTR;- Responsible for driving and monitor the KPIs performance for Spanish/Portuguese service desks, creating action plan for those below the target;- Lead process standardization to achieve the KPIs: SLA, MTTR, FCR and other contract agreements for different global customers;- Responsible for identify gaps, communicate risks and operational issues to senior managers;- Escalations /expedites management, eliminating blocks and speeding up the incidents resolution;- Actively acting as a single point of contact between service desk and key customers, to achieve better results and deliver the best experience to the customer;- Coach the agents based on the analysis and if necessary provide input to the development plan of the agents. Show less Duty manager is responsible for conducting critical incidents for resolution. The role should facilitate the progress of the incident to reestablish the service as soon as possible in order to minimize the impact to BT and its customers. Some of the activities performed are:- Leading telephone conferences, engaging and conducting all necessary resources (internal and external) for final resolution of the incident or possible contouring solution.- Take ownership of the incident and drive agents to make real progress toward resolution with the tickets.- Managed to keep customer informed during the incident progress and until the incident is totally resolved.- Responsible to escalate maintainers, suppliers and internal teams.- Monitor all ticket queues and route/assign incidents to specific teams (Monitor, Resolving, 3rd Level, etc.) to ensure the most efficient and effective resolution result to meet the client´s needs and contract, in accordance to the available resources. Show less Worked as 1st Level analyst supporting large scale customers performing proactive and reactive incident management processes dealing with ISP, enginnering support and end customers. Some of the activities performed are:- Troubleshooting of Routers and Switches.- LAN, WAN, MAN, LAN, MPLS, SDH, PDH, Ethernet, TCP / IP, Routing / Switiching, VPN and VOIP.- Dealings incidents using REMEDY Software.- Support clients in English - LATAM - NA - EMEA - APAC.- Troubleshooting and escalation in circuits and equipments with service providers and partners located in Europe, North America, Asia and Oceania.- Preparation of reports on service utilization and Reports of incidents.- Preparation of documentation supporting NOC. Show less

  • Team Manager

    Oct 2023 - now

  • Jeopardy management professional

    Sept 2022 - Sept 2023

  • Duty Manager

    Jun 2016 - Sept 2022

  • Support Analyst

    Jun 2014 - Jun 2016