DJEAN AXT

visit me at www.djeanaxt.com


Contact details

EMAIL: EMAIL@DJEANAXT.COM
SKYPE: DJEANAXT
LINKEDIN: BR.LINKEDIN.COM/IN/DJEANAXT
MOBILE: +55 11 952 454 358
WEBSITE: WWW.DJEANAXT.COM

OBJECTIVE

Work as Service Delivery Manager SDM

SKILLS AND PROFESSIONAL EXPERTISE

Experience working as Service Delivery Manager
Delivering IT infrastructure support services and customer care as single point of contact

SERVICEDESK TEAM MANAGER Team of 20+ analysts plus several remote resources, multiple time zones
LANGUAGES working everyday with English, Portuguese, Spanish and now Studying French
SLAS Up to 24x7x2hrs SLAs response On duty Availability overtime and weekends
GEO COVERAGE Field Engineers FE spread on hundreds cities in LATAM and other regions
MULTIPLE OEMS and equipment delivery support: Laptop, printer, mobile, network, server, library and others
TECHNICAL EXPERIENCE working to resolve hardware tickets to critical contracts
MULTIPLE SCOPE IMAC, Deployments, T&M, per call, Parts Only, Full Labor, On-contact Coverage
OUTSOURCING DELIVERY Interview, negotiation, hire and onsite support of Full Time Engineers FTE
TRAINING planning and documentation creation to support remote teams
TICKETS MANAGEMENT using several softwares and managing the Helpdesk team
FINANCIAL PROCES Quotation, Invoice and PO: creation, send, track and payment control
LOGISTICS Importation of equipment to LATAM: Sell/Expose/Maintenance/Return
STOCK MANAGEMENT Several Regional plus Main stocks management
TRAVEL experience to meet customers and cover critical contracts

EDUCATION

UNIVERSIDADE DE SO PAULO (USP)
BACHELOR DEGREE
INFORMATION SYSTEMS - IS

In progress - (Mon - Fri, 19PM to 23PM)
From January 2013 To December 2016 (Expected)

University of So Paulo (USP) is the biggest university and the best on the rank in Latin America region
Information Systems course is basically 70% Computer Science + 30% Administration Knowledge
Math, Statistics, Administration, Business, Hardware Engineer and Software programming languages (Pascal,
C, C++, C#, Java, Assembly), Database administration (SQL, Oracle)
CENTRO PAULA SOUZA ESCOLA TCNICA ESTADUAL - ETEC FERNANDO PRESTES
TECHNICAL COURSE INFORMATICS

Completed
June 2009 - To December 2010
ETECs are great technical schools of the Brazilian government
It helped me to start working on my First position: IT Support Analyst at Zion, April 2011
PROFESSIONAL EXPERIENCE

ZION TECH GROUP

APRIL 2011 CURRENT MOMENT SO PAULO, BRASIL

Started as Technical Support Analyst at Zion Tech Support Group - SSCS account then five months later
receives promotion and started managing infrastructure maintenance services on all accounts
IT Solutions Analyst; Processes/Services Management Support: service desk, portfolio of IT services, service
level agreements, levels of criticality to the business, quality and performance levels, capacities, costs,
specific policies , processes, procedures, contracts, IT assets, requirements, risks, impacts, incidents,
problems, Helpdesk, IMACs requests, satisfaction levels of users and customers, performance indicators,
records, supporting documentation, roles and responsibilities the agents involved.
Referencies: Kleber Alcatro (Services Director), Carlos Alcatro (Commercial Director)
SERVICE DELIVERY MANAGER

ZION TECH GROUP SEVERAL ACCOUNTS
SEPTEMBER 2011 CURRENT MOMENT
Zion has been providing IT support services in Latin America for several manufacturers from United
States and Europe for many years. Our team have 21 years of experience in service delivery for the
Latin American territory, taking care of importations, stocking, logistics and services. Zion has
international recognition and trust for services performed at geo-dispersed customers in all the
countries in Latin American area with extensive network of delivery centers to provide seamless
service to customers.
This experience in achieving excellence allowed a high growth of ZTG. Nowadays the On-field
Technical Team counts with more than 100 field engineers, allocated in customer or providing
7x24x365 multi-vendor support services for tape libraries, storages, servers, networks and others IT
devices. The Coverage Capability range supports all countries in Latin America with parts sourcing
and services delivery, meeting up to 24x7x2 Service Level Agreements (SLAs). The Logistics Team
is responsible to maintain main warehouses plus local warehouses to meet tight deadlines, the
employees are experienced on importing, packing, shipping, tracking and delivering required parts to
all members of the Technical Team which has been honored as high qualified, certificated and for
taking the initiative in achieving excellence in both innovation and service to our customers.

TECHNICAL SUPPORT ANALYST

ZION TECH GROUP - SOLID SYSTEMS COMPUTER SERVICES - SOUTH AMERICA

APRIL 2011 - NOVEMBER 2011

Partnership between Zion Tech Group and Solid Systems Computer Services SSCS
Zion delivered all SSCS UK services in LATAM area with on Field, Parts Delivery and Service Desk
support.
+ 24x7x365 Multilingual Helpdesk (English-Spanish-Portuguese); + Multi-Vendors; + Multi-
Platforms; + Variety of Industries

LANGUAGES

Works everyday with English, Portuguese, Spanish and now Studying French
Language Reading Comprehension Writing Oral
English Fluent Fluent Fluent Fluent
Spanish Intermediate Intermediate Intermediate Intermediate
French Basic Basic Basic Basic
Portuguese Native Native Native Native
CASES

Please find below more details about projects that I delivered during my career as Service Delivery Manager.

APPLE
Apple Project delivered with a global leader in mobile device display
technologies partner. Our team developed a solution on service maintenance of
gondolas with alarms plus logistics of parts to cover and guarantee the safety
and good experience to final customer when trying the exposed products
before buying on about one thousands of retail stores: TIM, Saraiva, BestBuy,
Claro, Wallmart, Carrefour and others shopping spread on hundreds of cities in
Brazil, Mexico and Colombia

+ HUNDRED OF TECHNICIANS
+ HUNDRED OF CITI ES
+ THOUSAND OF STORES
+ MULTIPLE PARTS STOCK

T-SYSTEMS - SHELL AND PHILIPS ACCOUNTS
Dedicated senior technician team focused on server maintenance, SLA
24x7x4, and back-up management, daily activities, to cover key-
customers like Shell and Philips in several locations in Latin America.
+ CRITICAL ENVOIRMENT
+ SPECIALIZED FE
+ CRITICAL SLA
NOKIA/MICROSOFT
Nokia decided to change all the infrastructure of TELECOM replacing the
PBX and phones for a new version over IP, our technicians were
responsible to perform the deployment activities with server, PBX,
phones, network configuration.
+ MAINTENANCE TICKETS
+ OUTSOURCING FTE
+ PBX DEPLOYMENT ALL SITES
SKY-DIRECT TV
Over 20+ Software Tester Analysts covering day and night shifts
providing feedback, errors reports and solutions of beta softwares
before selling to end customers.
+ SOFTWARE TESTS
+ OUTSOURCING FTE



OTHERS SEVERAL COMPANIES
MTI, Symantec, Terix, SMS, Decision One, Optistar, Fujitsu, Astiusa, Telefonica,
Crosspoint, HCL, iGATE, TCS, Diageo, SSCS USA, Outsource International,
B2Americas, Focus on Services, Glaston, Microsoft, Ernst & Young, British
Telecom, Qatar Embassy, Saraiva, FGV, Monsanto, AIG, Alcatel Lucent, Akibia,
Reader's Digest, Roche Vitamins, Robert Bosch Corporation, Bradesco Seguros,
Infotech Aerospace, Elibras, KCI, Shire, Chemtura
+ PARTS ONLY/FULL LABOR
+ UP TO +24X7X2 RESPONSE
+ MULTIPLE SCOPES
+ TAILORED SOLUTIONS
+ TRAINING MANAGEMENT
+ GEO-DISPERSED SITES
+ CRITICAL ENVIRONMENTS

Visit me at www.djeanaxt.com