Bruno Trindade
@brunotrindade1
I improve global SaaS operations through incident management, automation, monitoring, and technical support.
BrazilWhat I'm looking for
At Dell Technologies, I led global Telecom and CTI operations for a SaaS telephony platform serving LATAM, Europe, the USA, and Southeast Asia. I focused on availability, incident reduction, and operational continuity.
I improved incident-resolution SLA performance from 65% to 93% in 15 months, achieved 90%+ Service Request automation success, and reduced false alerts by 66% through monitoring optimization, RCA, and automation. I also supported the Dell Avaya Cloud migration of 100,000+ contact-center agents to a cloud-based voice platform leveraging VMware.
I bring 10+ years of experience across enterprise SaaS, global infrastructure, technical support, operational analytics, and automation using Python, SQL, PowerShell, Splunk, and ServiceNow.
Experience
Work history, roles, and key accomplishments
Led global Telecom and CTI operations for a SaaS telephony platform, managing major incidents and driving RCA. Improved incident-resolution SLA performance from 65% to 93% and reduced false alerts by 66% through automation and monitoring optimization.
Provided L3 technical support for global infrastructure and business-critical applications, using SQL-based analysis and troubleshooting. Used Splunk and ServiceNow to investigate incidents and perform trend analysis and RCA.
Built data-analysis and automation solutions using Python and SQL to support operational and business reporting. Developed automated data collection workflows and created dashboards using PowerBI and Tableau.
Supported data preparation, reporting, and analysis with Python and SQL. Automated recurring data tasks and transformed operational datasets into usable reports and dashboards.
Project Management Intern
Sequor
Sep 2014 - Mar 2016 (1 year 6 months)
Supported projects involving MES/LES digital manufacturing systems for customers including John Deere, TDK, and Stihl. Assisted with project planning, documentation, and coordination across technical and business stakeholders.
Research Intern
PUCRS
Mar 2014 - Jul 2014 (4 months)
Supported academic work involving robotics and automation, including Arduino and ProEngineer.
Education
Degrees, certifications, and relevant coursework
Pontifical Catholic University of Rio Grande do Sul
Bachelor's Degree, Control and Automation Engineering
2010 - 2021
Bachelor's Degree in Control and Automation Engineering from Pontifical Catholic University of Rio Grande do Sul (PUCRS), completed in 2021.
Tech stack
Software and tools used professionally
Availability
Location
BrazilAuthorized to work in
Salary expectations
Social media
Skills
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