Nicolas De Oliveira

• Manage the workload, escalations and ensure all SLA and PKI are achieved of a 120 engineers team. Audit ongoing duties in order to identify gaps in process and service improvements. Work on teams reporting, and get interferences from them and propose improvement actions to the management. Oversee all the activities within the team, managing attendance, identifying training needs and owning the quality of the team. Conduct interviews, training and introduction of new members. Be the evaluator of the team on their daily activities, provided proactive feedback to improve the performance, keep a motivated and productive team and host one-on-one meetings with each Support Engineer.

Delivering onsite and voice-based remote consultancy services to clients, business units, technical teams and vendors of the Brasil/Mexico/LAN-based Corporation. Creation of Software Images for Endpoint Devices. Troubleshooting Software and Hardware Issues. Develop and Implement a Software Update Schedule. Ensure Network Security is Up to Date. Communicate With Users to Identify Issues and Explain Solutions.

Accountable to achieve all Service Level Agreements along with Operation Management, to manage 20 people size, coordinating schedules and several project related aspects. Also manage the team from resource perspective and project metrics. Call / chat inflow constant monitoring. Project representation on several customer meetings, presenting relevant information and managing client expectations.

Customer support directly to clients by focusing on providing excellent customer experience through all channels (phone, chat, self-service), documenting every interaction and managing the communication with different support levels in Portuguese, English and Spanish. Gather all relevant knowledge about Desktop/Networking, with the ability to convey the same to other associates looking for process compliance, to avoid misses and grant excellence across service provided. Assist live calls with customers, providing dynamic solutions in real time. Management of entire Knowledge Base, being responsible to keep it up to date, by publishing new content or reviewing existing one. Ownership across agent's on-boarding process for new joiners, being accountable for their training plan elaboration and accomplishment.