Rafael Tramontini

Leadership and management of corporate technology projects, facilitating the coordination of multidisciplinary teams, defining deliverables, controlling deadlines, and executing governance based on agile methodologies (Scrum/Kanban) for continuous process optimization and value delivery.

Management of the operations team, on-call scheduling, recruiting, and professional coaching. Monitored support cases to guarantee SLAs and reporting key performance metrics. Acted as a technical facilitator between Support, Operations, Technology, and Management.

• 15% NPS increase in the last quarter through customer-centric empathy training.
• 20% FCR (First Contact Resolution) increase in the last year via a comprehensive knowledge base.

IT Operations Leader for the Latin American region (Argentina, Brazil, Chile, and Mexico), managing 13 direct reports across Service Desk, Infrastructure, Delivery, Security, and Governance. Responsible for cascading corporate OKRs into regional KPIs.

• 70% reduction in response time to internet outages through local monitoring.
• 25% reduction in ticket volume through a Service Desk Chatbot.
• 96% employee satisfaction in ergonomic workspace assessments.

Led Cybersecurity Engineering (deployment and sustainability) and SOC consulting. Responsible for crisis management, critical incident response, and post-incident reviews.

• 85% reduction in critical and urgent vulnerabilities in an environment with over 20,000 active assets.
• 96% reduction in escalated incidents by refining response processes.
• 40% increase in security awareness through phishing simulation campaigns.

Service advocate and trusted advisor for key premium accounts. Aligned business goals with IT infrastructure needs.

• 35% increase in solution adoption via Power BI dashboards.
• 51% NPS increase through active account engagement.

Managed infrastructure services for one of the largest apparel retailers in Latin America. Guided 5 senior database, middleware, Unix, and Windows engineers.

• Datacenter migration with zero downtime and 70% customer satisfaction.
• 35% reduction in operational costs through overtime optimization.

Established and developed the support operations for Qlik Tech Business Intelligence platforms (Qlik Sense, QlikView, and Nprinting).

• 79% reduction in ticket resolution time; 92% increase in satisfaction.

Managed enterprise support teams for servers, storage, and networking under high pressure. Conducted SLA reviews, chats/calls audit, and coaching.

• 12% productivity increase; 7% quality increase (NPS/CSAT); $100k warranty cost savings.

Outsourced Dell manager for basic hardware client support. Analyzed KPIs and presented action plans to Dell leadership.