Daniel Pacheco
Global Service Planner
Sofia
Summary
Experienced Global Service Planner passionate about delivering exceptional customer experiences. Skilled in cross-functional collaboration, service strategy development, and cost optimization.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Global Service Planner
IBM
1 2016 - Current
- Successfully led cross-functional teams in developing and implementing a comprehensive global service plan, including establishing support processes for a variety of products such as DataPower, Cloud Pak System, Cloud Pak for Data System, Guardium, and QRadar
- Developed and implemented service strategies for new product launches, collaborating with global teams to ensure alignment with business objectives
- Improved service processes and saved costs by analyzing data and metrics, while managing service contracts and ensuring compliance with agreements and vendor relationships
- Efficiently managed worldwide parts availability to fulfill 24x7 contracts, reducing parts shortage through effective coordination with supply chain partners
- Developed and implemented new parts planning processes that resulted in cost savings of over 1 million dollars
- Led efforts to release new versions of products, ensuring seamless transition for customers and minimizing impact to service levels.
Customer Success Lead: Fix Entitlement
IBM
06.2015 - 12.2016
- Led and managed a team of Fix Entitlement Agents handling customer inquiries and complaints
- Monitored team performance, provided regular feedback, and identified areas for improvement
- Successfully implemented new processes and procedures to enhance team efficiency and productivity
- Provided email-based tech support for prompt issue resolution
- Developed and managed customer service plans, consistently meeting or exceeding performance goals.
Education
High School degree in Economics -
Joaquim Araujo
09.2000 - 05.2004
Skills
Product Development
Certification
Interskill - Blockchain Foundations
Accomplishments
- Leading HW Delivery for IBM's SW Brands: A Journey from Entry-Level to Senior-Level
- Three-time recipient of IBM's Manager's Choice Award for outstanding performance.
- Multicultural
- Travel to 30+ countries within 4 different continents
Languages
English
Proficient
C2
Portuguese
Proficient
C2
Spanish
Elementary
A2
Projects
Sports Trader, 01/2009, 01/2015, Performed trade in sports markets using Betfair platforms and following the sports trends.
Cloud Adaptation Play, 02/2018, Present, Assisted in developing a new offering that enables customers to seamlessly transition their services from on-premises to IBM Cloud, while providing them with hardware support during the transition period at a minimal cost.
Interests
Travelling
Information and Technology
Supply Chain
Politics
Software
Excell
JIRA
Aha!:
Slack
Microsoft Office Suite
Salesforce
Monday
Timeline
Customer Success Lead: Fix Entitlement
IBM
06.2015 - 12.2016
High School degree in Economics -
Joaquim Araujo
09.2000 - 05.2004
Global Service Planner
IBM
1 2016 - Current
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