About Ricardo
A professional and problem-solving person with 7+ years of broad-based experience in the Information Technology Industry driving Customer Success outcomes by ensuring that expected value and best interest of the customers are always met.
Leading a global team for one of the biggest GSIs through a proactive strategy for understanding and supporting customers' desired business outcomes in maximizing their ROI as well as identifying opportunities or areas of improvement to their services.
English
Native or bilingual
Portuguese
Native or bilingual
Spanish
Conversational
Italian
Basic
Remote only
Primarily works remotely
Experience
- WiproEurope Google Practice Lead and Global CSSDIGITAL AND ITMay 2022 - Today (4 years and 1 month)Portugal, PortugalLeading the Google Practice team at Wipro in the European region, known as the Wipro Thrive team and CSS Managers globally through a proactive strategy for understanding and supporting customers' desired business outcomes in maximizing their ROI as well as identifying opportunities or areas of improvement to their services.
- WiproCustomer Engagement ManagerDIGITAL AND ITAugust 2019 - April 2022 (2 years and 9 months)Portugal, PortugalAccountability for the implementation and quality of the service by conducting periodic Service Review meetingsBuild and support Customer relationships with the focus on identifying areas of improvement for customer retention.Identify opportunities for enhanced service (e.g. Chrome OS Readiness, Replacement of BetterCloud Tool with an In-House solution, Google Voice replacing all the local providers, From On-Premises to GCP, etc.).
- OutSystemsCloud Support EngineerDIGITAL AND ITOctober 2016 - August 2019 (2 years and 10 months)Portugal, PortugalTroubleshoot operating systems, network and database related issues.Provide solutions and alternative approaches, helping customers identify the most suitable on for their use cases.
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Education
- Masters Degree in Software Development and Interactive SystemsInstituto Politécnico de Castelo Branco2019
- Graduation Degree in Computer EngineeringInstituto Politécnico de Castelo Branco2016
Certifications
- Google IT Support Professional SpecializationGoogle2022
- Google Workspace Professional CollaborationGoogle2019