Bruno Pimenta

• Supervise activities of a EMEA Technical Support Engineers team.
• Coach the team to develop strong customer service and technical skills.
• Monitor individual and team performance.
• Tracks workload and performance metrics, taking steps necessary to met the Service Level Agreements.
• Promote behaviors and initiatives to improve NPS.
• Ensure Support processes and procedures are followed.
• Promote use and creation of the Knowledge Base.
• Primary escalation point for Customer issues.

• Provision of technical support to customers across the Support Region through the web portal, phone and email.
• Communication with both internal and external customers to provide visibility of incident progress and technical updates, working with product maintenance specialists to ensure effective expectation setting on the resolution and timeframe of escalated incidents.
• Problem Management - active participation in the creation and maintenance of technical Support knowledge base.
• Provision of workarounds to reported problems, answers to technical queries and remote consultation on software use.
• Communication of changes or new developments related to the support process and supported products.
• Support Account Management for targeted customer accounts.

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users
• Route problems to internal I.M. support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responsibility for functions that deal with the needs and activities of the Business Development (projects and support) as Junior SAP ABAP Consultant.

Relevant projects where i have been:
• Sirius - RM-CA (Revenue Management Contract Accounting) of Portugal Telecom (as ABAP developer);
• Disputes - LOG for PTC (as ABAP developer);
• EH&S (Environment, Health and Safety) for PTC (as ABAP developer);