Data Service Manager Resume Sample

• Support Operations, Service Integration Team and Management in the collection, interpretation and monitoring of KPI's and other metrics, as well as other events.
• Produce graphic and textual reporting to Management, as well as for Customers with the aid of Microsoft's Power Query, Power BI and PowerPoint.
• Implement and apply ITIL Service Operation concepts and best practices, and produce reporting to measure success of the structural changes applied.
• Help operations to ensure proper customer service is being delivered, through a Continuous Improvement-based approach.
• Ad-hoc data analysis and consequent report construction.

Outsourced to Vodafone Portugal

• IT releases involvement in all stages (Concept, Kick-Off, Acceptance, Rel-Day and Production);
• Reference Data management, and solution provisioning in the in-house CRM;
• Customer operations Continuous Improvement through troubleshooting content management;
• Being essentially a projects-oriented team, I'm highly involved with more and less technical stakeholders (Product Management, Pre-Sales, IT, Engineering, Customer Operations)

Outsourced to NOS SGPS

• Data gathering and manipulation (advanced Excel, including the use of VBA for time optimization), production of daily/weekly/monthly reports based on the company's KPI's, plus other on-demand reports;
• Meetings with company's stakeholders to present data after preparing presentations mainly via Powerpoint;
• Human resource management (workloads and schedules, payrolls and evaluations).

Outsourced to ZON TVCabo (Company swap)

• Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
• Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
• Direct channel with the customer service coordination, handling customer escalations.

Outsourced to ZON TVCabo

• Service disruption monitoring and response in the company's HFC network (IP Networking, signal issues in Cisco and Arris CMTS solutions), and the company's e-mail servers;
• Support to other middleoffice (2nd line) teams, providing support to unresolved out-of-the-box issues, assuring direct interaction with the customer;
• Direct channel with the customer service coordination, handling customer escalations.

Outsourced to ZON TVCabo

• Holistic first line technical support in the company's Internet and VoIP services, as well as e-mail account and antivirus configurations

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