WALDEMIR SILVA
McKinney,TX
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Team Lead with over 12 years of experience in Technical Support Leadership. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Team Metrics and training in Power BI and Excel. Motivated to learn, grow and excel in Customer Satisfaction. Dedicated IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
23
23
years of post-secondary education
Work History
Customer Success Manager
Trend Micro Inc.,
Irving, TX
May.2022 - Jan.2024
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to learn quickly and adapt to new situations.
Technical Support Team Lead
McAfee
Plano, TX
07.2010 - 01.2022
- Managed high levels of over 50 calls a day and responded to high severity technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues to fulfill SLAS on high severity cases.
- Listened to over a thousand calls per year and perform Technical IQAs and Soft Skill evaluations providing Technicians with feedback pointing out areas of opportunities with suggestions for significant average improvement of 40%.
- Created daily compliancy reports aiming at Team performance analysis gathering data for coaching and required training bringing up Teams overall performance 20%
- Prioritized High Severity cases assigning resources to quickly contact and assist customers within SLAs
- Performed consistently over 1,000 case scrubs to meet internal process requirements
- Recruited, Interviewed and selected new talents
- Provided Onboard Training to new hires
- MOD - Manager On Duty every other weekend since 2018 to December 2021
- Performed over 2,000 Case Scrubs and Technical IQAs delivering follow up coaching sessions across team. Performed average of 35 IQAs per month.
- Influenced, lead, and delegated abilities
- Participated in Intel Support NPS improvement activities throughout team to deliver improved client outcomes. Helped promote Support NPS score from 45 to 70
- Delivered over 20 instructor-led training courses on EPO, McAfee Agent, Malware, Virus Scan enterprise, Rogue Sensor Detection
- Substitute Manager in LTAM Business from May through October 2017, performing all manager’s core routines with efficiency: Customer follow up, Sales Escalations, Team Performance Metrics, approve time sheets, and Staff Meetings.
- Responsible for day-to-day delivery of technical support tasks and processes, delivering efficient service across team to provide quality support to our internal and external customers within agreed SLA’s.
- Monitor support requests, updating progress of resolving customers’ issue by actively engaging staff members on their work in cases they own.
- Ensure all support requests are well documented with all actions taken during customers’ interaction and ensure all parties are informed on progress with clear directions on next actions and clear follow up time are provided to customers.
- Responsible for recruiting, on-boarding process and training, and career development guiding employees on their grow to advance within organization.
- Responsible for ensuring company's technical service staff are knowledgeable and prepared for their work, and help management understand technical challenges and needs of its company.
- Responsible for ensuring that organizational processes are followed during execution, lead team to deliver excellent customer outcomes as well as contributing to best practices and continuous improvement.
o Respond and resolve Sales Team’s requests regarding customers’ cases intervening with high tiers and product management to bring quick response or fast turn-around-time on solution for customers - Proactively educated Sales Team and Partner on technical support processes and procedures to improve relationship and decrease sales-escalation.
- Engage and work with other technical support leaders and managers in Americas, EMEA and APAC with customers’ requests.
- Collaborate and work with other management staff globally to determine and implement or update processes and procedures for organization to improve overall customer experience.
- Call customers to follow up and respond to negative feedback with clear, actionable goals.
- Responsible for day-to-day delivery of technical support tasks and processes, delivering efficient customer service
Education
Master of Science - IT Management
UNINTER
Houston, TX Jul.2022 - Nov.2023
Bachelor of Science - Management in Information Technology
UNINTER
Houston, TX 01.2022 - 06.2023
Master of Science - Computer Sciences
Colling County Community College
Plano, TX Jul.2015 - Nov.2015
Bachelor of Science - Computer Sciences
Universidade Estadual Santa Cruz (Unfinished)
Brazil 03.2000 - 01.2002
Bachelor of Science - Civil Engineering
Polytechnic School of Pernambuco Brazil (Unfinishe
Brazil Feb.1982 - Jul.2000
Skills
- Attention to Detail
- Customer Service Support
- Highly Professional
- Multitasking and Prioritization
- Organizational Skills
- Verbal and Written Communication
- Resolving Problems and Incidents
- Collaborative Team Player
- Customer Communication and Empathy
- Customer Needs Assessment
- Conflict Resolution
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Full Professional
A wards
- Q1 2011 - Quality Service Award Performance Excellence
- Q2 2011 - Manager~s Choice Award Outstanding Achievement
- Q4 2011 - Quality Service Award Performance Excellence
- Q1 2013 - Quality Service Award Performance Excellence
- Q4 2013 - Manager~s Choice Award Outstanding Achievement
- Q1 2014 - Quality Service Award Performance Excellence
- Q3 2014 - Manager~s Choice Award Outstanding Achievement
- Q2 2015 - Manager~s Choice Award Outstanding Achievement
Leadership Training
· Making Decisions
By: Todd Dewett
Jan 2014
Completed 3/11/2021
· Executive Leadership
By: John Ullmen
Updated Jul 2019
Completed 7/13/2021
· Managing New Managers
By: Sara Canaday
Updated 4 months ago
Completed 6/16/2021
· Delegating Tasks to Your Team (2013)
By: Britt Andreatta
Feb 2013
Completed 6/3/2021
· Coaching and Developing Employees (2013)
By: Lisa Gates
May 2013
Completed 4/9/2021
· Developing Adaptable Managers
By: Gary Bolles
Oct 2017
Completed 6/3/2021
· Developing Managers in Organizations
By: Roberta Matuson
Nov 2017
Completed 5/26/2021
· Leadership Tips, Tactics and Advice
By: Elizabeth (McLeod) Lotardo and Lisa Earle McLeod
Jun 2020
Completed 3/4/2021
· Leading with Emotional Intelligence
By: Britt Andreatta
Nov 2018
Completed 11/19/2020
· Managing Experts
By: Sara Canaday
Aug 2017
Completed 11/19/2020
· Leading Change
By: Gary Bolles
Oct 2018
Completed 7/30/2020
· Leading without Formal Authority (2017)
By: Elizabeth (McLeod) Lotardo and Lisa Earle McLeod
Oct 2017
Completed 7/29/2020
· New Manager Foundations
By: Todd Dewett
Jun 2018
Completed 7/24/2020
· Remote Work Foundations
By: Mike Gutman
Oct 2018
Completed 6/5/2020
· Creating a High Performance Culture
By: Mike Figliuolo
Jun 2017
Completed 6/3/2020
· Coaching for Results
By: Lisa Gates
Sep 2017
Completed 6/3/2020
· Developing Adaptable Employees
By: Gary Bolles
Oct 2017
Completed 6/2/2020
· Strategic Planning Foundations
By: Mike Figliuolo
Updated Jan 2020
Completed 5/28/2020
· Leading Productive Meetings
By: Dave Crenshaw
Jul 2018
Completed 5/22/2020
· Managing Employee Performance Problems
By: JoAnn R. Corley
Oct 2018
Completed 5/20/2020
· Management Foundations (2013)
By: Britt Andreatta
Dec 2013
Completed 4/29/2020
· Leading and Working in Teams
By: Amy Edmondson
Updated Jul 2019
Completed 4/29/2020
Timeline
Master of Science - IT Management
UNINTER
Jul.2022 - Nov.2023
Customer Success Manager
Trend Micro Inc.,
May.2022 - Jan.2024
Bachelor of Science - Management in Information Technology
UNINTER
01.2022 - 06.2023
Master of Science - Computer Sciences
Colling County Community College
Jul.2015 - Nov.2015
Technical Support Team Lead
McAfee
07.2010 - 01.2022
Bachelor of Science - Computer Sciences
Universidade Estadual Santa Cruz (Unfinished)
03.2000 - 01.2002
Bachelor of Science - Civil Engineering
Polytechnic School of Pernambuco Brazil (Unfinishe
Feb.1982 - Jul.2000
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