Quincy, Massachusetts, United States
Professional with more than 17 years of experience on IT and several areas as CCTV, RF links, Telephony and computer engineering. During these years I have been able to develop my skills on MySQL and basic PL SQL, Windows and Linux server management (Redhat, CentOs), network equipment configuration and maintenance (Cisco), ticketing tools (Jira, salesforce), and what its really my passion, team & resources management. I'm currently dedicated to manage the Premium Support Team of Nexthink with 11 members in total and a customer base of more than 20 Premium customers
- Reported to Product Support VP - Lead and develop a regional Service Delivery team (8 team members), ensuring continuous performance evaluation, coaching, and professional growth - Conduct structured 1:1s and team governance meetings to drive alignment, accountability, and operational excellence - Define and execute regional resource planning and capacity strategy to ensure optimal service coverage and performance - Validate service effectiveness by gathering structured feedback from Customer Success, Field teams, partners, and customers - Partner with Support Operations to ensure high-quality enablement, process adherence, and continuous skills development - Collaborate with Engineering and Product leadership to unblock customer-impacting product issues and drive resolution accountability - Lead communication during generalized or high-impact incidents, ensuring transparency across customers and internal stakeholders - Mentor team members on product architecture, platform dependencies, service best practices, and executive stakeholder engagement - Drive customer satisfaction through proactive engagement, structured service reviews, and strong internal advocacy
- Reported to Support VP - Manage a team of 11 members (Support account managers and Key account engineers) - Customer quartely meetings - Escalation path for critical situations/issues for premium customers - Manage and maintain a premium support profit chart and engage with finance in the management of the premium P&L, achieving 17% margin - Stablish relationship for key accounts - Report critical incident with escalation process to VP and CTO - Achieve and exceed core ticket KPIs. CSAT, MTTR, and SLA - Identify ways to deliver premium support through automated means, including reporting and product observability enhancements. Work with product and SRE to build features that support the effort - Recruiting technical resources
- Reported to Support Director - Manage a team of 8 Support account managers - Daily load distribution - Customer quartely meetings - Assigned to key Premium customers for the organization - Create processes on daily dutties to drive top quality among the team - Report critical incident with escalation process to Director, VP and CTO - Ensure the white glove experience to all premium customer by mentoring the team
- Client relationship development. - Manage project constraints (scope, chronogram, cost, etc.) - Lead all involved teams to achieve the project deployment in time and delivering quality. (Supervision of project tasks). - Coordinate all project stakeholders activities. (Client facing and internals) - Change and solution implamentation. - Risk identification. - Pre sales telephony and data technical documentation. #Tools used - MySQL data reporting & Analysis for client and Internal stakeholders. - Microsoft project plans including detailed tasks and different tasks dependencies. - JIRA and ASANA usage to keep good track for small internal projects. - JIRA usage to record all tasks on major projects. - JIRA kanban board usage for porject tracking and daily priorization. - Daily use of Asana for daily team tasks.
# Special assignement: - Analytical Project Management for a new 3rd party project. #Daily duties - Focus on client issues resolution in the less time possible with solid solving actions preventing them to show up again. - JIRA usage To record all incidents and business needs actions(Internal or external) to keep the track and follow up internally or with the client. - MySQL, MSSQL reporting and specific client production monitoring. - User management for client and internals to access reports of our Portal solution. - Document knowledge into a common knowledge database used for the entire company. - Manage customer communications before, during and after any planned activity or any business impact issue. - Comprehensive Investigation of root cause analysis for Call Center issues - Research, troubleshoot and identify solutions to resolve customer issues.
# Single support point of contact for a company product. - Client relationship. - Provide high standard support to customer and Internals (E.G: integrations team) about this product. - Create the troubleshooting process to be followed to the NOC team. - Create technical documentation that was used for the integration team. - Knowledge handover to the entire support team. - Instructions for alert modifications. # Single support point of contact for ticketing product. - Provide support and create Support Flows and Processes for this Product. # Single support point of contact for Italian and APAC (Australia, Singapure, Thailand, Taiwan, China) markets - Support specialist for the markets described above. - Create documentation for the markets pecualiarities and troubleshooting.
Special Assignments within the team: # Backup manager to help on the team management: - Decision making over the technical scope of the team. - Specific flows designing. # Single support point of contact for AVP product. - Instructions alert modifications. - Provide support to customer and Internals (integrations team for example) about this product. - Create the Troubleshooting process to be followed to the NOC team. - Create Technical documentation that was used for the Integration team. # Single support point of contact for ticketing product. - Provide support and troubelshoting for customer and Internals. - Create Support Flows and Processes. # Backup single support point of contact for messaging product - Act as SPOC for troubleshooting this product. - 24/7 Monitoring of payments and messaging platforms. - 24/7 Customer care requesting our support. - Performing SQL queries to extract reports from DB(MySQL and Oracle). - Team work to achieve the goals set for the team.
- First level support on incidences of network with routing protocols and topologies from the most basic to complex ones. - Configuration and troubleshooting for dynamic routing protocols most used were BGP(iBGP-eBGP), RIP and OSPF.
- CCTV research to improve packages offered. - CCTV project management Since client briefing until project delivery. Client communications throughout the project. - Client satisafaction management. Make important market decisions to improve the company prenetration. Create procedures for all processes/services carried.