I am an experienced professional, with focus on innovation, execution and results. Originally in thetelecommunications and information technology areas, I developed my career in challengingenvironments, bringing strategic insights for business and transforming it in improvement opportunities.With 15 years in the market, I have consolidated my career mainly in the areas of operations andmaintenance, telecommunications and IT infrastructure, acquiring deep knowledge in group leadership,management, process improvement, tools development, KPIs, reports, strategy, contracts management,outsourcing, network operations centers and field operations. Solid experience in the public sector withproject management, strategic planning, master plans, security policy, terms of reference and muchmore.I am graduated in Electrical Engineering with specialization in Business Administration by the AustralianSchool of Business and Technology.Proactivity, dynamicity, commitment, leadership and teamwork are some of my strong features.
International Science and Engineering Fair - Intel
Detroit - USA2000
Business Administration Certification and Work Experience
Sydney - Australia2004/2005
Alcatel-Lucent Global NOC Leaders Meeting
Vienna - Austria2011
Columbus International Training for Managers
Paris - France2014
Columbus International Training for Managers
Lisbon - Portugal2014
INTERNATIONAL EXPERIENCE (5 COUNTRIES):
MAIN WORK EXPERIENCE (15 YEARS):
6.8 YEARS 3 YEARS 1.1 YEARS 1.8 YEARS (ACTUAL)
Currently as Executive Advisor,responsible to provide generalsupport and advice for technicalaffairs, strategy and board'sdecision, KPI's development,presentations, reports and statisticalanalysis to support the ProcessesManagement and InformationTechnology Directorship and theFederal University Hospitals.
Previously was IT InfrastructureCoordinator, responsible topromote the needed resources toexecute the Information Technologyactivities, establish flexible and agilecommunication mechanisms, andmonitor the resources in order tostrengthen the environment’ssecurity.
General support for Operationsand Maintenance affairs, strategyand managerial decision.Coordination of outsourced NOCand Field operations. Processesdefinition, in order to support thetelecommunications network forthe PNBL (Broadband NationalProgram), for 2013 FIFAConfederations Cup and 2014 FIFAWorld Cup.
Creation and review of thetechnical requirements for OSSand internal and outsourcedoperations.
Firstly acting in operational controlarea for 5 months. In the sequencebecame supervisor of theDATA/ADSL level 2 team foranother 6 months, putting in placea strategic performance recoveryplan.
After the relevant results has beeninvited to coordinate the areas ofreports, performance analysis,processes improvement, toolsdevelopment, IT, security, cadastreof workforce, and general supportfor contractual analysis, up scopeopportunities and strategicplanning.
Later, integrant of the Data O&MTeam in the southern subsidiary.Transferred in 2006 to CNBrT(National NOC) to work asoperational controller and focalpoint in the level 2 support team forADSL and Data networks. Actingdirectly with alarm parametrization,network performance, monitoringteams and general advice formanagement team.
In the beginning, at VantCommunications, responsible forthe implementation, configuration,maintenance and project of datanetworks. Development of newsolutions and advising to businessteams to prepare proposals andtechnical support to largecustomers.
CONECTACOMUNICAÇÃO DE DADOS
Customer service, queuemanagement, reception and ridesoperation. Promoted to TeamLeader in last months acting as aliaison between management andstaff, responsible also to providetraining for new employees.
Responsible for coordinatethe technical area of thecompany, training andsupervision of fieldtechnicians, carrying outprojects and commercialproposals.
Expertise in the design,implementation and maintenance ofcorporate wireless networksthroughout Brazil and Uruguay.Development of new technologies,research and testing of newantennas and radio-link systems.
11 months 9 months 8 months
SUPERVISOR COORDINATOR TECHNICAL ADVISOR EXECUTIVE ADVISOR
MAIN SKILLS:
TELECOMMUNICATIONS IP WIRELESS NETWORKS COMPUTER NETWORKS MULTIVENDOR TECHNOLOGIES TRANSMISSION TECHNOLOGIES BROADBAND MONITORING SUITES/TOOLS
OPERATIONS MANAGEMENT CONTRACT NEGOCIATION PROCESSES IMPROVEMENT STRATEGIC PLANNING DECISION SUPPORT IDEAS DEVELOPMENT TEAM LEADERSHIP WORKFORCE MANAGEMENT
PUBLIC SPEAKING OUTSTANDING PRESENTATIONS OPERATIONAL EXCELLENCE PROJECT MANAGEMENT NETWORK OPERATIONS CENTER TECHNICAL ANALYSIS GOVERNMENT SECTOR IT/TELECOM/HEALTHCARE
JÔNATAS MATTES 34 YEARS BRASÍLIA – BRAZIL +55 61 84760586
ELECTRICAL ENGINEER15 YEARS EXPERIENCE
TELECOM / ITINTERNATIONAL EXPERIENCE
MANAGEMENT/COORDINATION
. . . . .
CURRICULUM VITAE
WFM - Workforce Management - 2011
Requirements gathering, design,and first phase deployment of aworkforce management (WFM)for field technicians and NetworkOperations Center. Integration oflegacy systems and workflow
with friendly interface for smartphones anddesktops. Creation of mechanisms for detectingcorrelation and repeated tickets. Automatichandling of tickets with pre-definedcharacteristics. Automatic dispatching. Traveltrace routes, remote access knowledge base.Status control of the field force by regions andtechnical areas. Automatic follow up. Structuredesigned to identify the best practices and bestteams, pointing at the same time specific areaswith need for enhancement.
Telecom Stations Acceptance Process - 2012
Design, implementation andmanagement of acceptanceprocess for telecom stations,aiming to establish the beststandards and fulfill the servicelevel agreement planned for the
network and for the customers.
Deployment of IVR and CTI for a NOC - 2011
After map the problems, identifythe needs, drawn the solutionand manage all phases to fullyinstall in the NOC, a newInteractive Voice Responseintegrated with a CTI has been
deployed. Field technicians calls to a 0800 in orderto request support. They type the trouble ticketnumber and the system makes an analysis in orderto decide the best team to assist. The nonactionable calls are redirected to messagesexplaining about the invalid request, includingorientation about the correct process. The newautomated process provided information andguidance to applicants that can best meet them,bringing at the same time greater reliability torecord the information generated during eachsupport and thereby review the systemcontinuously to reduce the volume of demand. Apopup screen shows immediately to the NOCagent all information about the request and thetrouble ticket. As result the project achieved areduction of 32% in the amount of received calls.
MTL - Laser Transmission Module - 1999
In an era where 33Kbps modemswere the main way to connect tothe internet, we created a verycheap device, based on asemiconductor laser of 5 mW,
that was able to establish a data 115 Kbps linkbetween two PCs, 1Km separated. As students,our initial goal was to play Duke Nukem remotelybetween our homes, once phone calls were veryexpensive, but we went further later, winning the1st place in the electronics segment of the 1999National Technology Fair at UFPR in Curitiba-PR-Brazil and the 2nd general place. The project alsobrought the Intel attention, who paid theexpenses to participate in the InternationalScience and Engineering Fair in Detroit-USA,where project reached the finalists.
Operations and Maintenance Outsourcing - 2013
Responsible for the conception ofall the technical requirements tooutsource the internal andexternal plant operations,including the Network Operations
Center. Responsible for the contracts writing, KPIs,scope and processes.
Non Actionable Trouble Tickets Reduction – 2006
Deep analysis and continuousfeedback in order to reduce theamount of non actionable ticketsdispatched to the technicians. Asresult, after one year, a reduction
of 55% of the trouble tickets volume has beenachieved.
PEM - Maintenance Engineering Program - 2008
Due to the high volume ofrepeated alarms, we haveinstituted a process consisting inthe analysis of TOP50 cases withan action plan and
recommendations to field teams definitely solvethe faults. At certain point we found that theproblems arising from network congestion werefar superior to repeated alarms and then all focusof the program were redirected to these incidents.
Network Operations Center - 2014
Responsible for the conception ofall the technical requirementsand the design of a NetworkOperations Center to monitorand control the Brazilian Federal
University Hospitals, including exams, patients,equipment and network availability in a 24x7routine. Also has provided all the support for thecontractual management of the suppliers duringthe deployment phase.
SUCCESSFUL CASES:
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