Ricardo Alexandre Ferreira Pascoal

• Led the B2B Technical Support team, ensuring seamless customer experiences.
• Defined Ways of Working improving support quality metrics.
• Optimized Support Workflows by enhancing Zendesk
• Leverage utilization of JIRA for Project Management and Internal Escalation Processes.
• Redefined Escalation Management Process for critical (P1) incident handling.
• Increased operational efficiency through Process Automation and Data Insights.
• Leverage Data Analysis for insightful internal reporting.
Led Customer Feedback Sessions to understand their experience, gather insights, and drive improvements.
• Cultivated a positive work environment that fostered Employee Engagement, Increased
Retention Rates, and Boosted overall Team Morale.
• Introduced a Quality Assurance Program to maintain and elevate service excellence.
• Introduced Performance Evaluation Matrix for better and more fair evaluation of Support Team.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for
professional growth.
• Improved efficiency with strategic planning, resource allocation, and time management
practices.
• Enhanced team collaboration through regular communication, goal setting, and performance
evaluations.

• Built relationships through exceptional client service delivery and productive networking.
• Determined ways of working for this new formed Sales Engineering Team
• Established Performance Evaluation Criteria and Service Quality Indicators.
• Facilitated functional and technical discovery sessions with customers and vendors.
• Collaborated with Sales and Engineering Departments to meet and exceed revenue targets.
• Analyzed sales data for forecasting and decision-making.
Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.

• Defined KPIs and implemented continuous improvement plans to enhance support efficiency.
• Developed and executed onboard and training initiatives for team members.
• Recruited and mentored employees, promoting positive feedback and engagement.
• Continuous monitoring and evaluation of Ways of working to ensure high-quality support solutions.
• Improved data analytics to drive improvements in customer support operations.
• Lead initiatives towards Support Results Reporting internally and externally.

• First member of the EMEA Technical Support Management team.
• Determined Team structure and Owned Hiring Process
• Defined working ways (SOPs) for EMEA Technical Support Team
• Defined Performance Evaluation Matrix for EMEA Technical Support Team.
• Performed improvements to the interview and onboarding process for new Technical Support Engineers.
• Led cross-functional process improvements to increase support quality and efficiency.
• Contributed to Support Metrics improvements through structured support workflow
optimizations.
• Managed and motivated employees to be productive and engaged in work.
• Maximized performance by monitoring daily activities and mentoring team members.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of
communication, and ensuring high-quality service delivery.
• Cross-trained existing employees to maximize team agility and performance.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle
ground.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

• Escalation point for issues that couldn't be solved with current procedures within Support
• Ensured IT changes were understood and embraced by Support team
• Identified Support knowledge gaps and facilitated training
• Functioned as Mentor and Coach for Support Team
• Involved with IT Teams rollouts and projects to ensure Support Team readiness
• Identified trends and user requests and provided actionable solutions
• Managed Support Incident and Escalation processes
• Facilitated knowledge sharing and communication amongst Support Team.
• Trained new technicians on standard operating procedures, ensuring consistency across the
team.
• Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.

• Led newly created team with scope including Extended Support (3rd line escalations), Voice
Operations, Audio/Visuals, Break/Fix, Coaching/Training Helpdesk, MAC Operations (JAMF related), New Hires Onboarding
• Managed team with extension in US and Asia (total 12 team members)
• Led team according to business needs aiming for 0 defect environment.
• Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
• Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
• Managed complex projects with multiple deadlines, ensuring all objectives were met successfully.
• Developed strong partnerships with internal stakeholders that contributed significantly towards achieving broader company objectives.
• Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
• Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.

• Responsible for 1st line support and Escalations within Booking.com Support team
• Conducted training for new hires
• Automated certain services (Video-Conference and Exchange related)
• Served as JIRA Administrator
• Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
• Supported users during company-wide software upgrades, addressing any compatibility concerns or data migration challenges.
• Streamlined the ticketing system by consistently updating tickets with detailed information, allowing for quicker resolution times.
• Enhanced team efficiency by collaborating with colleagues to develop new troubleshooting procedures and help desk resources.
• Resolved complex technical problems for end users, ensuring minimal downtime and increased productivity.

• Responsible for 1st line Internal Support for Windows, MAC and Booking.com applications and services
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
• Provided basic end-user troubleshooting and desktop support.
• Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Configured hardware, devices, and software to set up work stations for employees.
• Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.

• Responsible for 1st line support for external partners (WWT and Gate Gourmet).
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
• Provided basic end-user troubleshooting and desktop support.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.

• Partner in Video Surveillance Company
• Responsible for Training, Procurement, Project Management (Design, Implementation and Installation phases).

• Built own IT Company
• Provided HW/SW Support services Sales of IT Equipment.