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
Project Management
Staff Training and Development
Analytical Thinking
Logistics Management
Offering Management
Supply Chain Management
Financial Acumen
Communication
Agile
Strategic thinking
Service Delivery Optimization
Operational Efficiency
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