Head of Sales and Business Development

• Oct 2021 - Present

Customer Support Manager

• Aug 2020 - Oct 2021

Within Central Support team, the unified support team for ESW Capital, LLC. We're providing Customer Support to a portfolio of products using our global workforce and the Zendesk ticket management system. Within Central Support team, the unified support team for ESW Capital, LLC. We're providing Customer Support to a portfolio of products using our global workforce and the Zendesk ticket management system.

Customer Support Manager

• Apr 2018 - Aug 2020

Supporting solutions for advanced converged billing, real-time pricing, rating and charging with user experience management to communications service providers at all stages of growth. Supporting solutions for advanced converged billing, real-time pricing, rating and charging with user experience management to communications service providers at all stages of growth.

Program Manager CEM (Customer Experience Management)

• Jul 2015 - Feb 2017

Working together with the CEO, this high profile program was a compilation of projects and operations assuming full program responsibility for the entire solution design, deployment, integration and customer relation (acceptance and c-level reporting). Working together with the CEO, this high profile program was a compilation of projects and operations assuming full program responsibility for the entire solution design, deployment, integration and customer relation (acceptance and c-level reporting).

• Nov 2014 - Jul 2015

Transition and Transformation program of an in-sourcing operations team with 200+ engineers in the Managed Services space.Full projects and operations responsible assuring no impact in existing delivery while aggressive relocation projects were taking place and service level closely monitored by customer organization.Entire technical and management team fully integrated and culturally adapted with recognized success.

• Jul 2013 - Jul 2015

Heading a Global NOC serving Europe and Africa operators.This is a large organization with 1200+ highly skilled engineers, with multi-vendor expertise, operating over 30+ telecom/ICT operators.I had full accountability for the entire Operations team delivery, performance and budget.This multi-skilled team with several levels of operating and business management was offering a broad spectre of services comprehending full NOC deliverables within the Manage Services space.

• Mar 2011 - Aug 2013

Responsible for Customer Support contracts for ~60 customers in Spain, Portugal, Angola, Andorra and Gibraltar.This was a matrix organisation with over 250 senior resources scattered along different geographical locations and with aggressive targets on profitability while keeping a high focus on Customer Satisfaction and delivery excellence.My team was the ultimate responsible for the operational relation with our customers so we developed a close customer intimacy with local market - building a trustful environment between operative units and partnering for customer’s operations success. Show less

• 2008 - Aug 2011

During this period I was responsible for a senior team with 70+ resources while accountable for a P&L of 30M€. Having as direct reports: resource managers, business managers, business developer and administrative staff.Together, the entire team successfully handled the complete delivery management and business responsibility while having a fixed sit in related pre-sales and project decision making.

• 2003 - 2008

Back to Ericsson, Portugal, I had several middle management positions during this period - mostly technical management responsibilities as competence domain manager within CORE areas.I was also responsible for the cost centre management, performance appraisal of all team members and all related financial, project and HR matters.Extreme focus on the balance of all this objectives always allowed these teams to have best-in-class performance, combined with best-in-class employee surveys and customer satisfaction surveys. Show less

Support Engineer | System Expert

• 1996 - 2003

Started as a local employee (Lisbon, 1996) and quickly evolved in the technical area up to the expert level within the GSM/UMTS arena. Some years after, with recognized technical seniority, I have moved internationally - a natural “next step” for my career at that time. As an independent consultant/freelancer, I have worked with Telecom projects around Europe for major players such as Ericsson, RSL COM, Wind, TIM, Airtel, Vodafone, Optimus, ONI Telecom and Maxitel. Started as a local employee (Lisbon, 1996) and quickly evolved in the technical area up to the expert level within the GSM/UMTS arena. Some years after, with recognized technical seniority, I have moved internationally - a natural “next step” for my career at that time. As an independent consultant/freelancer, I have worked with Telecom projects around Europe for major players such as Ericsson, RSL COM, Wind, TIM, Airtel, Vodafone, Optimus, ONI Telecom and Maxitel.