César Miguel Ferreira
Network Engineer
41 years old
Driving License
Maia (4425-411) Portugal
Professional Status
Employed
Unavailable
About Me
Keep calm and enjoy your life
IT Analyst Level 2
Computacenter ISC
April 2013
to March 2015
Full-time
Barcelone
Spain
- 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
