Dublin, County Dublin, Ireland
As a collaborative and results-driven ICT professional with 17+ years of experience, I am committed to utilizing my solid leadership and communication skills to drive team performance and contribute to the achievement of the company's goals. Throughout my career, I have gained extensive expertise in Agile methodologies and the end-to-end software development lifecycle, having successfully performed a variety of roles - including developer, tester, support analyst, solution architect, project manager, and department manager - at major multinational companies such as Meta, Telefonica, Ericsson, and IBM.
I led a team of support engineers who provide technical support and consultation to developers and partners integrating their products and solutions with Meta platforms. • Led a team of 15 support engineers and program managers, actively driving their development. • Defined and shaped support strategy, ensuring alignment with product and engineering teams. • Managed technical and product issues, delivering the highest level of developer satisfaction. • Completed several complex projects from ideation to launch, providing direction, project management, problem-solving and effective communication with different stakeholders. Achievements: • Increased Level1 support effectiveness, reducing 10% of ticket volume handled by Level2. • Reduced Level2 escalation rate by 52% in 2022, saving 500+ engineering hours per month. • Established Level3 support services for key products, reducing 55% the time to resolve defects.
Responsible for the delivery of software development projects to the client within the contracted time, scope and quality requirements by playing different roles: - Facilitated Scrum ceremonies and sought for improvement opportunities; - Built, refined and prioritized the product backlog; - Gathered requirements, documented specifications and created prototypes; - Designed the solutions and modelled the databases; - Tested each of the deliveries. Achievements: * Successfully delivered 2 reference projects with remarkable feedback from the client.
Responsible for improving the competitiveness and reliability of Telefonica's Pay TV services through the leadership of the software development for continuous improvement and quality assurance teams. - Managed a team of 15 talented engineers (developers and QAs), recruiting, leading, assessing, coaching and motivating them to do their best and continuously develop their skills; - Determined the goals and metrics for the department to reflect and support the strategic business plan of the company; - Negotiated with the stakeholders and partners the scope, target dates and rollout of new software releases; - Built a close relationship with the team and a solid network with other areas to work collaboratively. Achievements: * Reduced the customer complaint index from 5.5% to 2% during 2018, leading to a reduction of $0.3 million of maintenance costs per month; * Assured the quality and launched a new IPTV product in a very aggressive time-to-market (less than a year) with nearly same level of quality of the previous product in 2017; * Equalized the QA working processes and tools with Global Telefonica Group to enhance synergy, what led to the contribution of resources to the team; * Achieved 82% of engagement index on the climate survey of the department in 2017, 2% above the company's average, helping to maintain a sustainable working environment.
Responsible for leading projects and defining the best possible solutions for developing new Pay TV products and improvement of the existing ones. - Participated on strategic planning for the evolution of the TV products; - Interfaced with the projects’ stakeholders for gathering requirements; - Wrote technical specifications for software development and integration activities; - Wrote RFPs, analyzed the proposals and interfaced with purchasing department to acquire the products and services needed; - Created and presented executive reports; - Supported the adoption of Scrum for software development as Scrum Master. Achievements: * Massively migrated 1 million subscribers to a new satellite without impacting the quality KPIs in 2015; * Launched a new Pay TV Product (DTH only) in 2013, with 60% less variable costs compared to the existing product; * Helped insourcing the user interface development for the PayTV products in 2014 and 2015, what led to a reduction of at least $2 million of CAPEX and $0.2 million of OPEX; * Consistently reduced the customer complaint rate through the years: 24% in 2012 > 10% in 2013 > 6% in 2014 > 5% in 2016.
Responsible for the installation, integration and testing of Ericsson solutions at customer premises. - Installed and configured the systems for the solutions delivered (Linux, Ericsson IAP / Multiscreen Middleware, Diameter Gateway); - Wrote technical documentation and procedures for the projects; - Interfaced with the customer for training and support; Projects abroad: - (Jan 2011 – Mar 2011: Montevideo, Uruguay) Installed a gateway for adapting the customer’s mobile billing system to DIAMETER standard; - (May 2011 – Jun 2011: Madrid, Spain) Trained a business partner on UI development using Ericsson IPTV solution (MSMW platform); Achievements: * Participated on the deployment of the first Hybrid IPTV system commercially launched in Brazil by 2011, capable of playing contents through satellite and IP, with support to Digital TV, VoD and interactive applications; * Rewarded by the company with the prize “Ericsson DIA” (Discipline, Impact and Attitude) due to an outstanding performance by 2011;