Getúlio Júnior

Service Manager and Telecommunications professional with 15+ years of experience in multinational ICT and telecom environments, including carrier and enterprise service management, delivery assurance, service continuity, customer relationship management, partner/provider coordination, SLA/KPI governance, risk mitigation, and continuous improvement. Strong background acting as the interface between customers, technical teams, partners, providers, and business stakeholders to ensure network/service stability, customer satisfaction, timely issue resolution, and service quality. Experienced in service reviews, operational reporting, escalation management, corrective action plans, and identifying customer pain points and improvement opportunities.

Support Account Manager at Bentley Systems (2023-01 – 2025-01)

• Managed strategic enterprise accounts, acting as the primary point of contact between customers and internal technical teams.
• Monitored SLAs, service performance, operational risks, and customer satisfaction indicators.
• Prepared business/service review materials including KPIs, risk analysis, action plans, and operational recommendations.
• Collaborated with customers to identify improvement opportunities and prioritize initiatives with service impact.
• Coordinated internal follow-up across support, technical, and business teams to improve service continuity and customer experience.
• Collaborated with customers to identify pain points, service improvement opportunities, and priorities with business impact.

Carrier & Service Manager at AT&T (2010-01 – 2023-01)

• Managed service delivery and maintenance assurance activities with local and international carriers/providers across global telecom operations.
• Monitored network/service performance, SLAs, KPIs, quality metrics, dashboards, and operational reports to identify risks, deviations, and improvement opportunities.
• Acted as executive escalation point for major incidents, chronic issues, and high-impact customer cases, coordinating technical teams and providers to ensure timely resolution and service continuity.
• Supported risk mitigation and corrective/preventive action plans to improve service stability, reduce recurring issues, and enhance customer experience.
• Managed relationships with providers and partners, following up on service quality, performance gaps, and operational commitments.
• Worked closely with customer-facing teams and stakeholders to investigate claims, address repeated service faults, and improve customer satisfaction.

Account Design Manager at Huawei (2008-01 – 2010-01)

• Coordinated telecommunications infrastructure projects, including planning, milestone tracking, technical alignment, and supplier coordination in Telefonica's 4G Project.
• Acted as a technical focal point to support service, equipment, and network-related requirements in a large-scale telecom environment.
• Collaborated with internal teams, suppliers, and external providers to ensure proper technical execution and service readiness.
• Supported alignment between customer/business needs, technical resources, and operational requirements.
• Coordinated communication across distributed teams, suppliers, partners, and internal stakeholders in high-availability telecom environments.

Bachelor's Degree in Telecommunications Engineering – Instituto Nacional de Telecomunicações, Inatel (2001-01 – 2006-01)

Technician Diploma in Electronic Technician – ETE - Rubens de Faria e Souza (1997-01 – 2000-01)