Expériences — César Miguel Ferreira

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Company Description

Natixis is the international corporate and investment banking, asset management, insurance and financial services arm of Groupe BPCE, the 2nd-largest banking group in France with 31 million clients spread over two retail banking networks, Banque Populaire and Caisse
d’Epargne.

Natixis in Portugal is an IT Center of Expertise that provides innovative solutions for Natixis business operations worldwide. It works for Natixis in an integrated, inclusive and transversal way, in the 38 countries in which the Company operates, and supporting 4 main units: Corporate Investment Banking, Retail Banking, Infrastructure and Security and Support Functions.

Project: CS Manager – Services Center
Project PROD Manager
Application used to manage resources in each project, tracking, following, planning and requirements. Intern project where new junior employees, recently incorporated, can integrate to start developing their skills
Customer relationship (Product Owner in Sopra Steria)
Activity piloting: tasks following and customer requests
Team management
Leadership
Following requirements defined by the customer, support to the development team
Following tests

Project: GIP-MDS – Services Center
Project HAPI/ARS
Application used by each Heath Regional Agency (ARS: Agence Régional de Santé) to assign and manage a budget for each beneficiaries (association, hospital, doctor, health insurance, etc.) in function of an envelope and a nomenclature.
Customer relationship (Front Client)
Scheduling planning with the application responsible
Activity piloting: customer´s budget and requests following
Piloting meeting (COPIL, etc.)
Team management
Leadership
Following requirements defined by the customer, support to the development team
Following tests preparation and testing phase, working with the functional responsible

Project: Cofidis
Telephony convergence project
From January to June, working closely with the IT Helpdesk Service before the migration. Organizing tests schedules between users and provider (3 teams). Following tests with operational users, reporting errors and checking solutions with users. Weekly follow-up with both parts, through a planning in place
From June, post migration phase, ticket and incident management, weekly follow-up and reporting (more for major incidents which impact the production and the global business, also for requests to improve production tools functionalities)
Direct contact with both users and provider to have a better time response foreach incident. Explaining and coaching operational teams.
Creating documentation for the several tools used by Telephony Organization

Project: Sabadell Bank
Manage the infrastructure offices renewal (ADSL/Optical Fiberand computers), logistic and financial parts
Following daily SLA of Oficina Directa and preparing monthly presentation
Action plan to improve IT service support

To identify areas of improvement & solutions to improve Customer Experiencethrough the analysis of SLA’s, KPI’s, Shift Left, CSAT & Root Causes for issues
Analysis
Perform ticket/call/report analysis on failures related to Scope, Knowledge,Access, and Human Error
Identify knowledge gaps (training, process, personal improvement)
Identify shift left opportunities through ticket analysisIdentify opportunities to improve productivity/efficiency through ticket analysis
Identify root cause through analysis and making recommendations for resolutionof Problems
Transform analysis of the above into action plans
Documentation/Processes
Identify documentation gaps through analysis
Identify process optimization opportunities through analysis
Report gaps to Process/Document SME
Training Support
Measure and report the impact of training on KPIs
Work with Training SME to transform analysis findings into training materials

To provide higher level technical or specific multitasking engineering skills to
users and colleagues as part of the service offered to the customers by the
international support centre
From June to November 2013: Network SME, after training with the Networkteam on Airbus site. With interpersonal skills, a strong relationship has beenestablished, which created a better contact. The aim was to understand what thecustomer wants. To decrease the misrouted tickets in network domain and to fixthe target of the contract, a queue was used to manage all those incidents andthen a tool was created, helping the analysts to ask and fill the mandatoryinformation. The target was fixed and the misrouted tickets decrease around80%
From February to May 2014, working on Escalations/Complaints in Servicedeskside, directly in contact with the Escalation Team from Airbus.From May to October 2014, Escalation Management step 1, dealing with allescalations from the customer and Servicedesk. The aim is to be sure that theincidents are resolved, that the processes are correctly followed and that eachteam makes properly its job. We also work with the Airbus Quality team toimprove the processes and provide feedback to the step 2 and L1 agents bycoaching them
From October 2014 to February 2015, ‘Pilote’ of L1 teams. The objective was tohelp them when they needed during a call, a mail or a backlog ticket. I alsocoached them on how to handle some issues, giving some tips and more ITinformation. Collaborating with Team Leader and following each Daily KPI report,it was a way to create a strong relationship and manage the L1 team, which washelpful for the Team Leader. If some incidents needed to be investigated, I tookthe ownership to analyse and contact the customer to check with him/her. Acontact is directly created and I followed up the issue until the resolution. At theend, the aim was also for the customer to have a direct contact in Servicedeskand to be sure that the incident would be handled, creating a trust relationship

Team Management
Project Management
Quality Tests
Deployment and applications monitoring

Establishment of a SEO strategy
Creation of websites using WordPress, SEO
Content integration
Installation of a file server using Windows Server 2008

Development of a user system comments in a website of classified ads
Development of a back office to moderate comments
Development of the front office : simplify the registration process specific to comments, to improve the customer experience

Website creation for the association
Learning of web technologies : XHTML, CSS, PHP

Company Description

Association

Maintenance of IT equipment, deployment, Level 1 support
Windows Servers 2003 administration

Installation, configuration of a Web server (Apache) / FTP (ProFTP) using Linux
Students identification with their LDAP university creditials

Maintenance of IT equipment, deployment, Level 1 support
Windows Servers 2003 administration

Installation, configuration of a proxy/firewall using Linux
Maintenance, deployment and After-sales service

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César Miguel Ferreira

Network Engineer

CIB & AM Quality Engineer

Project Manager

Project Manager

Service Manager

Service Manager

Customer Experience Analysis SME (Subject Matter Expert)

IT Analyst Level 2

Research Engineer / Project Manager

Webmaster

Web developper

Webmaster

On-site IT Technician

System/Network Administrator

On-site IT Technician

IT Technician