Informações Básicas

Nome	Filipe
Nome de usuário	filipefgg
Estado	Rio Grande do Sul (RS)
Area de Atuação	Governança em TI
Site	https://www.linkedin.com/in/filipefgoncalves/

Informações Acadêmicas

Formação Acadêmica (Graduação, Pós, Mestrado, Doutorado, etc.)	Unisul Mestrado em DATACENTER: PROJETO, OPERAÇÃO E SERVIÇOS 2022
Certificações Profissionais (Ex: ITIL, PMP, AWS, etc.)	Unisul Graduação em DATACENTER: PROJETO, OPERAÇÃO E SERVIÇOS 2014

Formação Acadêmica (Graduação, Pós, Mestrado, Doutorado, etc.)	Axelos ITIL Foundation V3 2017 Não expira

Informações Profissionais

Principais Tecnologias/Ferramentas Utilizadas

Technical consulting aimed at enabling the customer to achieve success in their business objectives.
As a TCSM, my goal is to deliver technical expertise regarding the datacenter portfolio the customer owns, ensuring they can fully leverage the potential of their equipment.

The ongoing effort to guarantee uptime and resilience places upon me the responsibility of keeping the customer informed about their installed base, as well as any alerts related to vulnerabilities and updates that provide critical fixes for their systems.

This consultative service also stands out for its proactive notifications in the event of hardware failures, as well as the release of new BIOS and firmware versions for devices such as servers, storage systems, switches, and other equipment under active warranty.

Understanding the customer’s environment is essential to provide appropriate support and prioritization in cases of downtime or performance degradation caused by any failure.

Experiência Profissional

Experiências

Dell Computadores do Brasil S/A

Technical Customer Success Senior Manager

Nov/2006 – current job
Activities

Strategic Relationship Management: Building long-term partnerships with key clients by aligning business goals with delivered solutions.
Customer Success Planning: Designing tailored action plans to ensure adoption, engagement, and ROI.
Service Delivery and SLA Management: Continuously monitoring service performance to ensure compliance with established agreements.
Data Analysis and Insights: Leveraging usage, satisfaction, and performance metrics to anticipate risks and identify growth opportunities.
Proactive Issue Resolution: Acting swiftly and effectively in response to incidents or deviations, with a focus on customer experience.
Cross-Functional Coordination: Interfacing with internal teams (sales, product, support) to align expectations and deliver value.

Skills

Clear and Influential Communication
Strategic Business Vision
Results and Metrics Orientation
Analytical and Diagnostic Capability
Conflict Management and Negotiation
Technical Knowledge of Offered Services
Empathy and Customer Focus

Filipe