Yuri Lourenco

Same duties as Senior Consultant plus:
- Handle all Level 3 calls and escalations.
- Responsible for all IT related tasks our biggest clients.
- Day to day technical support (onsite and remote).
- Manage and maintain backend infrastructures.
- Proactive maintenance.
- IT Manager/CTO/CIO work with management on IT strategy (short and long
term).
- Design, quote and implement new solutions.
- Assist on achieving/maintaining compliance on external audits.
- Mentor and upskill internal IT team.

• Ensure stability of systems and network infrastructure through proactive administration and monitoring, enabling user productivity by expediently identifying and implementing solutions, securing and protecting clients’ intellectual property by auditing daily backups and applying Windows security patches and antivirus updates.
• Respond to and resolve customer support requests in a polished and professional manner as defined by Coretelligent’s SLA.
• Collaborate with team members to resolve a diverse set of challenging technological issues.
• Utilize a holistic and diagnostic approach to analyze and report on technical issues and patterns in user behavior.
• Utilize standard and advanced technologies on projects.
• Projects may include, but are not limited to: migrating email from server to Core Cloud, migrating a firewall or new switch, new exchange migration, or onboarding a client with their own infrastructure.
• Have visibility with multiple clients in various industries by serving as part of the periodic on-call rotation.
• Assist in mentoring and career development of junior-level engineers.

• Same as below.
• Handle escalations and high priority calls.
• Assist in designing solutions for clients and create implementation plans.
• QC other consultants work to ensure high standard of delivery.
• Train and mentor junior consultants.
• Manage select list of clients and be fully responsible for their IT needs (CIO/.

• Helpdesk and Onsite support.
• Recommend and implement solutions to improve the client’s infrastructure and increase productivity.
• Connectwise.
• Network management Windows Server 2003/2008/2012.
• Hyper V and VMWare.
• Exchange 2003/2010/2013 Enterprise (Online Archiving).
• Hardware support Windows and Mac, Desktop, laptop and Servers.
• Office 365 and Google Apps.
• Mac OSX 10.4 to 10.9 Client and Server Operating System support.

• Responsible for managing the team on engineers that support +30 clients in the Boston area.
• Develop solutions to maintain and improve client infrastructures and address their needs in a cost effective manner.
• Work as strategic partner with clients in a Virtual CIO role to not only keep their IT infrastructure in linewith their goals but also add value to the existing agreement.
• Generate monthly reports on network health and performance to give clients an overview of the state of their network.
• Mentor and train engineers to increase their knowledge and skill level.
• Handle escalations and high priority calls to assign resources and expedite resolution time.
• One to one meetings and performance appraisal of engineers.
• Scheduling and SLA management.
• Analysis of engineer productivity and profitability and make adjustments to maximize performance.
• Recruit and hire new engineers.
• Network management Windows Server 2003/2008/2012.
• Hyper V and VMWare.
• Exchange 2003/2010/2013 Enterprise (Online Archiving).
• Hardware support Windows and Mac, Desktop, laptop and Servers.
• Office 365 and Google Apps.
• Mac OSX 10.4 to 10.9 Client and Server Operating System support.

• Manage the day to day IT Support Helpdesk Team of 30 plus customers nationwide [2000+ users and 100+ servers].
• Organize the Help-Desk team to ensure service is delivered in an efficient and professional manner.
• SLA Management and Escalation of IT requests on behalf of customers.
• Liaise with local contacts in customer sites so logged IT requests are prioritized according to their business needs and improve service.

• Work with the customer to Help Develop an IT Strategy [long and short term] to improve their existing infrastructure and ensure business continuity.
• Team Scheduling, Building, Up skilling and performance appraisals.
• Ensure documentation is kept up to date of client site information, knowledge base and processes.
• Plan updates and patches roll out of all servers and desktops.
• Provide 24x7 IT support service for VIPs and Top Executives.
• Handle overflow and high priority helpdesk calls and requests.
• Manage Core Servers [Windows Server 2003, 2008] and Exchange [2003, 2007 and 2010].
• Support handheld devices [Windows Phone 7, Android, Blackberry, Ipads and Iphones].
• Create master images for company laptops and desktops [Windows XP, Vista, 7 and Mac OS X].
• Meet support clients on a quarterly basis to gauge customer satisfaction and look for ways to improve it.
• Recruit new members of staff for helpdesk team, Member of the IT Support team managing 2000 Users and 100+ Servers.
• 1st , 2nd and 3rd Level support, software and hardware of servers anddesktops.
• Desktop and laptops builds, imaging, roll outs [Windows XP and Vista].
• Server management [Windows Server 2000 and 2003].
• Mail Server management [Exchange 2003 and Lotus Notes].
• Support handheld devices [Palm, Blackberry and Windows Mobile] and sync servers [BES].
• Configure and support remote VPN access for Top executives [Cisco VPN and Checkpoint Client].
• Provide support on mini projects like moves, PC installations, network expansion.
• Work with call logging and asset management systems [Remedy].

• Manage the day to day support of a 500 user network with 20 Servers.
• Desktop, Server and Application support at all levels.
• Develop and implement an IT Strategy in part with the company’s goals.
• Manage proactive monitoring systems to ensure business continuity.
• Work with IT Administrators from the other call centers to standardize procedures.
• Handle all the IT part of projects on the office’s behalf, e.g.: o Migration from Novell Network to Windows Server 2003 o Migration of MDaemon to Windows Exchange Server 2003 o Migration of old PBX to Avaya IVR o Migration of Novell backup to Windows ArcServ o Linking Third party network to our office [Site to Site VPNs, Cryptoboxes] o Implementation of VLANs o Plan and carry out floor moves, network expansions and upgrades.
• Create and maintain document library, network infrastructure and audits.
• Help train users on computer literacy to reduce requests.
• Manage all the procurement concerning purchases of IT Hardware and solutions.

• Responsible for all the reservations teams of VARIG Brazilian Airlines in the, [Portugal, Spain, France, U.K.
• Germany, Italy, Benelux and Scandinavia].
• Manage Supervisors to ensure optimum agent performance and increased sales turnover.
• Work with countries [local offices] to ensure good relations and communications between both sides.

• In charge of market per language group (Portuguese, Spanish, Italian and German).
• Liaise with local market offices on a daily basis to keep the teams up to date.
• Generate monthly reports on performance and accessibility and create incentives to boost sales.
• Attend market meetings arranged by local head office to discuss strategies and procedures affecting that business unit.
• In charge of a group of reservations sales agents.
• Monitor individual agent performance on both call volume and sales.
• Work with the agents on improving call quality and boosting sales.
• Do performance appraisals and salary reviews.