Professional Background

•  ACISION LLC, Kansas/USA                                             Oct/2011 to present

Customer Service Engineer

Acision is world leader in mobile data with 1600 employees and customers include eight out of the top 10 global mobile operators. Number 1 in SMS with 35% market share.

Last year, I worked for a Sprint’s project to upgrade all SAN, server blades and switches across their data centers. I led technically our engineers, third party hardware providers and working on upgrade plan, schedule, documentation and requirements. Also, assisting the project manager in all technical aspects related to this project. I could experience and improve the concepts of project management and learn new technologies and procedures.

• ACISION, Sao Paulo/Brazil                                           Oct/2009 to Oct/2011

Customer Service Analyst Jr

Responsible for performing 1st & 2nd line support, deployment and other customer service activities for messaging products, working directly to solve problems and assisting customers with dedication and always respecting the deadlines contract, budget and quality. Also contribute to ensuring customer satisfaction levels and meet targets. Identify product/process improvements to product development and product management.

Worked with PSA (real time pre-delivery rating and charging) and CMS (Alarm Management based on HP OpenView), directly these improved my technical skills in Red Hat Linux, HP-UX, Oracle DB and Informix DB, security management, charging process, rating plan, CDR, integration with SMSC, MMSC and Billing System platforms, shell scripting, analyze of Diameter and other network protocols. Strong background with Storage Area Network (SAN) such as EVA and RAMSAM and HP blades servers and switches Cisco, HP and Brocade.

My biggest task happened in 2009 when I worked for T-Mobile at Seattle during three months, providing them a local support, training and solving high priority issues. At this period, we had improvements in about 80% of the critical issues and a great customer satisfaction. 

In 2011, I was selected for an internal position to work at new Kansas City Office-USA.

• SUN MICROSYSTEMS, Sao Paulo/Brazil                        Oct/2007-Jun/2009

Trainee for Pre-sales and Learning Services (Sun Campus Ambassadors Program)

Sun Campus Ambassadors (CA) aimed to disclose the Sun’ technologies in enterprise events, open-source congress, user groups meeting and colleges. Worked with pre-sales and consultancy teams in some projects, like solution analyze, technical presentations and customer training.

Experienced with most of the wide Sun Microsystems’s technologies like Java, Netbeans, Solaris, virtualization solutions, clustering and hardware architecture strategies.

Led many courses, training and presentations for customers and students in many events, having accumulated more than 300+ attendees.

Awarded employee in 2009 during JavaOne 2009 in San Francisco/CA as:

ü 3rd Best CA in the World.

ü Best Latin American CA;

ü Best Brazil CA;

Very proud to be part of Sun Microsystems during these years, those were very important to build a successfully career.