Rinaldo Morgado
Service Manager Supervisor
Salary / Daily rate
A Coruña, Spain
Freelance, open to permanent contract
Can come onsite
Skills
Languages
About me
Intro
Service Manager Supervisor with 7+ years of expertise in IT support and process improvement. Proven track record in ERP system troubleshooting, SQL development, and leading technical support teams across various industries. Specialized in optimizing customer experience through strategic problem-solving and streamlined support processes.
Work experience
Service Manager Supervisor
LUXCLUSIF
Oct 2022 - May 2025
2 years 8 months
Portugal · Hybrid
Provide effective leadership and team management for the IT department. Drive process improvement and enforce SLAs to optimize service efficiency. Oversee comprehensive documentation, ensuring accuracy and accessibility. Foster positive communication and collaboration among different departments. Manage Jira software projects and teams across various time zones. Deliver exceptional IT support to end-users and address queries promptly. Optimize Google Workspace for seamless collaboration and communication. Remotely manage a team member located in another country. During my time at Luxclusif, I have: - Reduced SLA breaches for Response Time from 34% to 2% - Reduced SLA breaches for Resolution Time from 20% to 2% - Raised tickets solved on the same day from 27% to 60% - Increased tickets solved by first level from 33% to 69%
Excia Sistemas
May 2018 - Dec 2021
3 years 8 months
Indaial, State of Santa Catarina, Brazil
IT Analyst
Jul 2021 - Dec 2021
6 months
Indaial, State of Santa Catarina, Brazil
Identifying source code routines for troubleshooting and system-related questions. Analysing System/user errors that cannot be solved by the support team. Review tickets registered by the support team to identify points that can be improved in all products. Providing technical support to all support teams. Training support teams related to systems functionalities.
Technical Support Specialist
May 2018 - Jul 2021
3 years 3 months
Indaial, State of Santa Catarina, Brazil
Providing internal technical support to customers at various levels, offering support in ERP 'EXCIA', attending areas such as sales force, financial, and productive (including weaving, dyeing, spinning, and clothing factories). Training newcomers in the tech support sector as well. Wide knowledge of SQL development. Experience in report development based on SQL language.
Assistant Project Manager
Portomontt
May 2014 - May 2017
3 years 1 month
Blumenau, State of Santa Catarina, Brazil
Responsible for assisting in project development processes, raising needs and requirements, monitoring and scheduling tasks for the development team, direct contact with the client, and troubleshooting. Large knowledge of the Wrike Project Management platform. Experience in WordPress web development. Experience in Adobe package (PS/AI) and Corel Draw (Event arts, invitations, flyers, and logos). Assistance in bootstrap-based project development (HTML/CSS).
Education
UniSociesc Centro Universitário
Bachelor's degree
2017 - 2022
5 years 5 months