Ricardo C.

As a seasoned Microsoft 365 Viva Consultant, I empower enterprise clients to revolutionize their digital employee experience and drive strategic business outcomes. Leveraging deep expertise across the entire Microsoft Viva suite—Amplify, Connections, Engage, Insights, Glint, Pulse, Learning, and Goals—along with Microsoft Clipchamp and Design, I provide comprehensive support and business advisory services.

As a Microsoft 365 Proactive Business Consultant specializing in Product-Led Growth, I engage with customers who have trial subscriptions to Microsoft 365. My primary role is to understand their business needs and demonstrate how Microsoft solutions can address their challenges. By conducting in-depth product-led growth conversations, I guide customers through the features and benefits of Microsoft 365, helping them realize the full potential of the platform. My goal is to ensure a seamless transition from trial to full adoption, providing tailored solutions that drive business success. I work closely with customers to identify pain points, offer strategic advice, and deliver personalized support, fostering long-term relationships and customer satisfaction.

Conducted consultative meetings with business and commercial customers, aligning Microsoft 365 solutions to meet their needs effectively, resulting in 80% CSAT and 70% product adoption. Designed and implemented custom performance tracking forms and dashboards, enhancing productivity and collaboration by 25% through streamlined processes. Facilitated the integration and adoption of Microsoft 365 services, ensuring a smooth transition and maximizing customer investment.

As a Security & Digital Solutions Manager, I am responsible to deliver innovative solutions to common and trending problems that may affect the operations of the humanitarian sector.

Develop and implement safety procedures, policies, budgets, and key security requirements for the humanitarian sector, enhancing security compliance by 85%. Coordinate IT operations, develop IT budgets, monitor expenses, and lead organizational internal investigations, achieving compliance of 95% response rate and 90% resolutions rate, leading to a significant reduction in operational costs. Provide training and disseminate personal security, cybersecurity intelligence, improving staff awareness and response times by more than 30% compared to previous metrics. Coordinate the management of IT Assets register for 9 countries, worth more than $4,000,000 hardware and software licenses, reducing license and equipment fraud and misuse by 10% each year through conducting a quarterly asset review and verification procedures.

Provided level 2 and 3 support for network infrastructure, global, regional, and local systems (Microsoft 365, IBM, Cisco, Adobe, SAP, Workday, Primavera), achieving a consistent +95% performance rate on a yearly basis. Collaborated in the management and implementation of multi sectorial projects, enhancing project efficiency by 30%. Managed inventory of physical and digital IT assets, ensuring business continuity and reducing operational costs by 20% due to proper disposal, replacement, renewal and usage metrics reports. This was achieved through the development of APIs to collect, consolidate, and report IT Asset information in dashboards provided to the senior leadership for decision-making.

Provide solutions to IT tickets, which come in through chat, phone calls and formal requests for Microsoft 365 products.

Implemented network infrastructure for small and medium-sized customers, ensuring seamless connectivity and operational efficiency, resulting in a 20% increase in customer satisfaction. Provided Tier 1 and 2 network support on Ubiquiti, Cisco, and Aruba networks for enterprise clients, ensuring high operational standards. Managed asset inventory and licenses of telecommunications equipment, reducing license and equipment fraud and misuse by 5% through quarterly asset review and verification procedures.

Trabalhar em colaboração com outros membros do grupo de consultoria de TI para elaborar planos de boa etica na utilização dos equipamentos de informatica dentro da empresa, a baixo custo e máxima eficiência no local de trabalho.

Created benchmarking of internal audit processes across multiple companies in the same sector. Implemented and monitored IT audit processes, ensuring compliance and reducing audit discrepancies. Reported problems and their solutions for future reference in internal audit libraries and knowledge databases, improving audit resolution times by 10%.