Alexandre Alves

Experience

• 

  Amdocs

  Jan 2006 - Dec 2006

  Requirements Analyst

  Responsible for define along with customers all the requirements needed for the application development as well as coordinate with development team the priority for each task.

• 

  Accenture

  Feb 2007 - Jun 2008

  Senior Support Analyst

  Main responsibilities:1) Responsible for the design and implementation of new infrastructure and application solutions.2) Vendor management in the implementation of new infrastructure and application solutions.3) Maintenance of applications with suppliers and stability of the server farm.4) Content generation and training for users.

• 

  Microsoft

  Jul 2008 - Mar 2013

  Technical Lead and Project Manager

  Main responsibilities:1) Initially a product specialist for solving critical issues and further promoted to technical leader of the first level support team.2) Content development for the web community, customer training and support team training.3) Project Manager for Latin America projects on the activity planning, budget definition, project schedule and organizational change management (impact and training map).

• 

  TIVIT

  Apr 2013 - May 2017

  Technical Lead

  Main responsibilities:1) Supervisor of a team responsible for supporting, monitoring and improving the infrastructure of applications, processes and business operations for many different customers.2) Expertise in the management of continuous service improvement through all ITSM capabilities such as incident management, problem management, change management and knowledge management of the services signed up by the customers.

• 

  PwC

  May 2017 - Aug 2021

  Service Manager | Business Process Manager | Project Manager

  Main responsibilities:1) Manage a team responsible for assisting customers to streamline their processes, automate and ensure business results through many different Agile techniques (SAFe, Scrum, Kanban, Lean) and automation (RPA, BPM, DevOps, Orchestration). 2) Administration of suppliers and budget, routine planning in the execution of the service, preparation of the action schedule, service quality and satisfaction key indicators management, management of the service's internal and public knowledge (support, stakeholders and users) and staff and material resource management.3) Participation in process change committees to facilitate the use and implementation of agile mindset and practices. Show less

• 

  Zendesk

  Sept 2021 - now

  Engagement Manager and Customer Service Advisor

  Main responsibilities:1) Identify professional services opportunities to sell projects to help customers deliver a differentiated customer experience.2) Deeply understand customer business. Break down business goals, figure out business issues and bottlenecks, provide product solutions and integrate/manage cross-team resources for solution implementation.3) Manage professional services engagement from an end to end point of view making sure technical teams, customer teams, budget, timelines and goals are achieved as of the initial statement of work agreed. Show less