# Leonardo Ladeira

Leonardo Ladeira is a remote worker on Himalayas, Field Services Supervisor II (Residential MDU) at Claro Brasil, based in Brazil.

Source: https://himalayas.app/@leonardoladeira

```text
Operations leader at Claro Brasil who improved field-service visibility and managed operations handling 500–800 monthly work orders.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Brazil |
| Authorized to work in | Brazil |
| Salary expectations | 38k+ USD |
| Job categories | Operations Manager, Service Delivery Manager, Technical Operations Manager, Process Improvement Manager, Business Operations Manager, Customer Operations Manager, Technical Support Manager, Product Support Manager, Implementation Manager, Cloud Operations Manager, Support Manager, Contact Center Operations Manager |
| Skills | Operations Management, Service Delivery, Technical Operations, Field Service Operations, Vendor Management, Partnership Management, Process Improvement, Operational Performance Management, KPI Management, Oracle Field Service, TOA, Telecommunications, Outside Plant, GPON, Fiber Optics |
| LinkedIn | https://linkedin.com/in/leoladeira |

## What I'm looking for

```text
I’m particularly interested in international opportunities across Operations Management, Service Delivery, Technical Operations, Process Improvement, Business Operations, Customer Operations, Technical Support, Product Support, Implementation, Cloud Operations, Cloud Support, and Contact Center Operations. I’m expanding my operations background into Cloud and Customer Technology.
```

## About

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At Claro Brasil, I managed Outside Plant field-service operations handling approximately 500–800 monthly work orders, with around 50 third-party technicians alongside internal field resources. I used Oracle Field Service / TOA to improve visibility of field activities and work-order execution.

In Claro Brasil’s technical-assistance operations, I helped operationalize Oracle Field Service / TOA and improve monitoring of field execution. I also helped establish activity categories for previously untracked technical and preventive work, translating field requirements into system and process improvements.

My career began in hands-on field service and technical support, including work in the United States supporting DIRECTV services. At Mastec Advanced Technologies, I provided customer-facing technical service in a fully English-speaking professional environment.

I’m expanding my established operations background into Cloud and Customer Technology. I’ve added AWS Cloud fundamentals and Amazon Connect to my experience in service delivery, partner management, and process improvement.
```

## Experience

### Field Services Supervisor II (Residential MDU)

Claro Brasil. Aug 2025 - Mar 2026

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I helped field-service operations supporting residential MDU environments, with a focus on GPON, operational visibility, partner performance, and service execution.

- Coordinated field-service operations involving multiple third-party partners and technical resources.
- Supported operations in residential MDU environments, including GPON-related service delivery.
- Organized workflows and operati
```

### Field Services Supervisor II (Outside Plant - OSP)

Claro Brasil. Sep 2023 - Jul 2025

```text
Led Outside Plant field-service operations supporting network maintenance and infrastructure activities in a high-volume environment.

- Managed an operation handling approximately 500–800 monthly work orders.
- Worked with an operational structure involving approximately 50 third-party technicians, alongside internal field resources.
- Managed service execution, vendor performance, prioritization
```

### Field Services Supervisor II (Technical Assistance)

Claro Brasil. Nov 2020 - Aug 2023

```text
Supported statewide technical-assistance field operations and worked at the intersection of service delivery, third-party partners, operational data, and technology.

- Managed field-service operations involving approximately 50 third-party technicians and high-volume service activity.
- Worked directly with partner leadership to improve operational discipline and service execution.
- Helped opera
```

### Field Service Supervisor (Backbone)

Claro Brasil. Jan 2018 - Nov 2020

```text
Structured operational activities related to Backbone Transmission / MUX infrastructure in the state of Minas Gerais.

- Coordinated technical field operations supporting backbone infrastructure and network continuity.
- Worked with technical teams, planning, suppliers, and operational stakeholders.
- Supported incident response, maintenance, troubleshooting, and service continuity.
- Focused on p
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### Field Service Supervisor (DTH)

Claro Brasil. May 2017 - Dec 2017

```text
Managed DTH field operations with a focus on service quality, partner performance, operational KPIs, and customer experience.
• Managed and supported a network of 17 field-service partners across Southern, Southeastern, and Western Pará.
• Later managed the operational relationship with more than 37 partners across the Greater Belo Horizonte area.
• Provided statewide operational support across Mi
```

### Service Analyst

Claro Brasil. Jul 2011 - Apr 2017

```text
Built the operational foundation of my career in satellite TV service operations, working closely with third-party partners, field-service performance, customer-impacting issues, and service quality.
• Supported service operations across geographically distributed partner networks, reaching 17 third-party partners in Southern, Southeastern, and Western Pará and later 37+ partners in the Greater Be
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### Administrative Manager

Zumpa Telecom Telecomunicações Ltda.. Dec 2009 - Mar 2011

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Managed administrative and business-support operations for a telecommunications company.

- Managed customer-related administrative processes.
- Coordinated cash-flow routines, revenues, expenses, invoices, and financial controls.
- Supported commercial negotiations and customer management.
- Organized internal processes and operational information.
- Worked with the company’s internal systems and
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### Wireless Support Analyst (2008–2009)

Zumpa Telecom Telecomunicações Ltda. Dec 2008 - Aug 2009

```text
Provided technical and customer support for wireless internet operations.

- Installed, configured, activated, and maintained wireless network services.
- Worked with MikroTik environments.
- Performed troubleshooting and first-level technical support.
- Managed service orders and customer requests.
- Supported bandwidth and access management.
- Worked directly with customers to diagnose and resol
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### Lead Tech - DIRECTV

[Mastec Advanced Technologies](https://himalayas.app/companies/mastec-industrial). Oct 2005 - Jun 2008

```text
Worked in professional field operations supporting DIRECTV satellite television services in the United States.

- Performed installation, programming, activation, maintenance, and troubleshooting of satellite TV systems.
- Provided customer-facing technical service in a fully English-speaking professional environment.
- Handled technical escalations and service issues in high-pressure situations.
```

### Field Service Technician - EDS - Electronic Data System of Brazil

[Vale](https://himalayas.app/companies/vale). Feb 2001 - Oct 2003

```text
Built my technical foundation in field-service operations within an industrial environment.

- Performed on-site installation, preventive and corrective maintenance, diagnostics, and troubleshooting.
- Responded to service calls according to operational priorities.
- Performed equipment upgrades and modifications.
- Managed equipment, parts, and material inventories.
- Maintained technical and ser
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### Support Analyst

Petrobras. Feb 2000 - Dec 2000

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Provided administrative, logistics, and IT support for operations at a Petrobras unit with 129 employees.
• Issued and controlled invoices and receipts.
• Controlled, collected, and transferred materials between Petrobras units.
• Coordinated material logistics, including the issuance of cargo transportation documents.
• Coordinated transportation requests for Petrobras employees and subcontractor
```

## Education

### Amazon Web Services (AWS)

AWS Knowledge: Amazon Connect Fundamentals - Training Badge

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Jun 2026
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### Amazon Web Services (AWS)

AWS Knowledge: Amazon Connect Reporting & Analytics - Training Badge

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Jul 2026
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### Amazon Web Services (AWS)

AWS Knowledge: Amazon Connect AI Fundamentals - Training Badge

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Jun 2026
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### Amazon Web Services (AWS)

AWS Certified Cloud Practitioner

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May 2026 · Expires May 2029
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### Amazon Web Services (AWS)

AWS re/Start Graduate

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Nov 2025
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### Universidade MindMaster

Pós-graduação Lato Sensu - MBA Executivo Gestão Ágil, Administration and Business. 2024 - 2025

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Developed knowledge in Agile principles, continuous improvement, adaptability, change management, and value-driven delivery.

Focus on applying Agile practices to improve processes, collaboration, decision-making, and organizational efficiency.
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### Agile Experience

Agile Experience

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May 2024
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### MindMaster Treinamentos

Gestão Ágil 2.0

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Sep 2024
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### MindMaster Treinamentos

Gestão Ágil 2.0 (Agile Management 2.0), Administration, Business and Marketing. 2021 - 2021

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Agile methodologies (Scrum, Kanban, Lean thinking, OKR, Design Thinking, antifragile leadership, agile culture, kaizen philosophy).
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### LinkedIn

Six Sigma Foundations

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Feb 2021
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### Agile Institute Inc

Agile Basics Certification (ABC)

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Aug 2021
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### Claro Brasil

Six Sigma - White Belt

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Nov 2020
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### Senac Minas Gerais

Master of Business Administration (MBA), Business Management. 2014 - 2016

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Specialization in planning, organizing, directing, and controlling public and private organizations, utilizing modern management tools to gain a competitive advantage.
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### UNIASSELVI - FACULDADE METROPOLITANA DE MARABÁ

Computer Networking, Information Technology - Networking. 2010 - 2012

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http://www.uniasselvi.com.br
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### Colégio Araruama

Técnico em Processamento de Dados, Tecnologia da Informação. 1992 - 1995

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Vocational technical course in data processing.
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## Tech stack

- Amazon Connect
- Amazon Web Services (AWS)

To contact Leonardo, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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