Tech Lead

Using hard skills, it was possible to implement:

➡️ Configuration of groups for 164 Agents distributed among the countries: United Kingdom, Belgium, Netherlands, France, Luxembourg, Sweden, Norway, Finland, Italy and Germany.

➡️ Level 2 Support for Incidents related to components:
- Case Type,
- CSM Configurable Workspace.

➡️ Implementation of several improvement requests using Scrum methodology.

➡️ As we used specific Agent roles it was not necessary to use Fulfiller licenses, generating cost savings for the client.


Although I had the opportunity to put into practice all the hours I invested in the laboratories to achieve my CSM certification, I believe the success achieved is also due to soft skills:

➡️ Constant knowledge transfer sessions with my team.

➡️ With our KT sessions, technical skills has advanced to the point where other team members achieved the CIS-CSM certification.

➡️ One day there was an ice breaker exercise before a retrospective where I shared that I have a bird without a cage here at home.

Yes... don't ask me why he doesn't fly away.

My wife gives him some food everyday and the bird stays there... calm.


Technical leadership is to build processes using good practices and ensuring that knowledge is disseminated within the team. It’s about bringing harmony and trust.

The biggest reward for me is being able to take a vacation knowing that everything will be fine while I'm out of office. 🏖️


So that's it. Be replaceable.


Thank you.




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