Curriculum de: david lameiras rafael

Empregos pretendidos

SRM, Apoio ao cliente, helpdesk, supervisão de equipas, apoio técnico, tradução, Recursos humanos, software trainer, field engineer

Experiência profissional

British TelecomBT Global Services Headquarters
Nov 05 – Jun 07 Brussels, BE
Position: Service Account Mgr (NATO, FedEx, DHL & MSD)
Responsibilities: Own the Operational Relationship with customer peers, at a cross-cultural level, to support the Global Services sales strategy as to protect and grow the revenues. Create Quality of Service Reports (SLA) reports; settle disputes (customer and suppliers), document operational procedures, train and assist support staff. Define Customer Service Plans to document operational agreements and Service Levels as to ensure contractual compliancy. Act as a customer’s advocate throughout BT to address root causes; drive Service Improvement Plans to rectify complaints (internally and with suppliers). Hosting customer visits and events to promote new service opportunities. Working from customer’s premises on regular basis (ie. NATO-SHAPE in Mons) as to deepen direct contact with key decision makers.
Achievements: Audited the FedEx European backbone against design and Project Managed corrections; coordinated DHL’s Prague data-centre migration. Performed inventory data integrity clean-ups after access optimization projects and system migrations. Became the Belgian consultant for Infovista (reporting engine), and also responsible for demos. While available 24x7, managed to back the support teams during internal reorganizations (Outsourcing to India) without impacting the customer’s experience with BT throughout the transition.
Jan 05 – Dec 05 Amsterdam, NL
Customer Service Centre
Position: Benelux Key-Account Team Mgr
(Vodafone, NATO, SWIFT, ING, ABM-AMRO, SHELL, AKZO-NOBEL)
Responsibilities: Incident Mgt and supervision of a team of 9 technicians, plus 27x7 escalation manager. Chairing customer visits, own complaints until customer trust regained. Audit of performance disputes, sign-off RFO and Major Outage reports. Recruitment and staff performance reporting. Revise Business Continuity contingency measures.
Achievements: Raised team performance through technical and process coaching, developed training on Scheduled Maintenance notifications, enhanced pro-active monitoring, implemented customer champs, merged successfully two teams, carried out Service improvement Plans for critical-care customers, introduced fatal error analysis for failed incidents, raised team profile across BT’s Service Assurance community (UK, DE, BE, NL, SP, FR).
ACN EuropeCommunications Department – European HQ
Apr 04 – Jan 05 Amsterdam, NL Position: Portuguese Translator – Launch of new Telecom Operator in Portugal
Project: in record time, translation and cultural adaptation of technical, legal, financial and marketing documentation required for the approval of ANACOM (national regulatory authority for the Telecom sector in Portugal). Working closely with functional key-area project managers in order to identify risks and solutions.
Initiatives: together with carrier relations, participated in assessing best CPS operator; involvement with PWC consulting to comply with tax regulation, fine-tuning of customer communication, advised on billing strategies and 2nd line support on emerging issues.
COLT TELECOMNetwork Operations Centre 24 x 7
Dec 00 - Nov 02 Amsterdam, NLPosition: Network Tech Engineer (Service Delivery and Service Assurance)
Responsibilities: Monitoring, configuration, provisioning and troubleshooting of Lucent and Nortel SDH optical transmission, IP and ATM networks. Supervision of Node and hosting farm. Support of customer and backbone network migrations. Co-ordinating field engineers in the provisioning of new equipment at customer sites. Local tail and end-to-end testing of transmission circuits. Provisioning and troubleshooting xDSL (ATM) circuits and upper layer applications. Facilitation of fibre cuts and traffic management for the installation of backbone equipment.
Achievements: In less than 6 months, completed successfully all technical training for the whole range of supported services, both for Service Delivery and Assurance. Translated technical manuals and presentations to English. Developed training path for new staff and coached progress.
AT&T UnisourceIP Network Operations Centre
Apr 99 – Dec 99
Hoofddorp, NL











Oct 97 – Apr 99
Amsterdam, NL
Stockholm, SE

Position: Providing 24x7 technical maintenance and management support for the Data and IP Network.
Responsibilities: monitoring and troubleshooting Pan European and transcontinental networks, supplying carrier services for large multinational corporations throughout Europe and U.S. 2nd line support on on-call basis. Performed Traffic and Backbone availability analysis. Liaising with field technicians, NOCs and bandwidth suppliers according escalation procedures. Ensure Service Level agreements with customers and suppliers were adhered to and revised regularly. Achievements: Developed guidelines and delivered technical training taking into account critical business aspects. Intense customer communication both at a general and detailed escalation level with customer technical and management personnel. Development of Web based interactive knowledge database to support customers and to review fault processes.
International Customer Care Centre
24h x 365 Service for the Worldwide Virtual Private Networks Service (IPVN) and Call Centre Network Solutions. The Helpdesk co-ordinated technical operations in 17 European countries.
Function: Team-leader & Relationship Co-ordinator for Amsterdam-Stockholm centres
Responsibilities: Ensured any international carrier affecting network outages would be handled efficiently. Ongoing staff training and day to day management of a team of five technicians, creating management reports and ensuring Service Level Agreements were adhered to. Composed monthly performance reports for all customers and liaised improvement actions with Suppliers. Chaired weekly Performance Review conferences. Achievements: Established a comprehensive feedback structure to improve internal communication and efficiency between the Amsterdam Helpdesk and Stockholm NOC. Optimized Service Level Agreements with internal departments. Developed an online Technical Library.

Educação e formação

2012 - ongoing

2010 - 2012

2008 - 2009

2001 – 2007

Sep 98 - Aug 99

Sep 93 – Jul 97 Sociedade Espanhola de Psicologia Analitica (www.sepanalitica.es)
Starting Phd in Jungian Analysis
Universidade Autónoma de Lisboa (www.ual.pt)
Masters in Clinical Psychology and counselling
Portuguese Psychodrama Society, Lisbon
Psychodrama Director
Open University UK (www.open.ac.co.uk)
BSc (Honours) Psychology
HES (Hogeschool voor Economische Studies), Amsterdam NL
International Management (first year)
Fonseca Benevides Institute, Lisbon PT
Electronics and Telecommunications - European Level III professional certificate

Língua materna e idiomas suplementares

LanguagesExcellent English, Native Portuguese, Fair Dutch & Spanish, Basic German & French

Aptidões e competências de organização e gestão

Professional
Cisco Sales Expert, Business English Writing, Service Account Mgt,
Project Mgt Foundations, Team Management, High Performance mgt, ICS coach
(Innovations), Corporate Customer Care, Facilitator skills (decision matrix)

Aptidões e competências técnicas ou especializadas

TechnicalMPLS: Infovista (COS) Reporting, Concord and Quebeq
IP: Cisco ICRC, HP (Openview), Spectrum, Netcool
SDH: Lucent, Nortel, Nokia (PDH), Marconi SXC, LAN SAN
ATM / ADSL: Siemens, Alcatel
Switching: Ericsson SMAS (voice VPN), NMAS, Ericsson (PABX)

AVISO: Fraudes em ofertas de emprego

Recebemos um alerta de que poderão existir pontualmente ofertas de emprego para fora de Portugal, que são fruto de fraudes e esquemas para obter dinheiro dos candidatos.
Caso lhe seja solicitado o pagamento de qualquer quantia para poder continuar o processo de recrutamento, queiram por favor reportar via e-mail, para que a situação seja reportada às autoridades.

Nunca envie informação confidencial (por exemplo cópias de documentos, morada completa, etc) ou envie qualquer dinheiro ou qualquer pagamento sob a promessa de trabalho em Portugal ou na Europa.