Open to opportunities

Pedro Roque

@pedroroque

Message

I’m a Senior IT Consultant and Customer Success Engineer delivering AI automation and scalable Python solutions.

Brazil

Message

What I'm looking for

I’m looking for a role where I can build Python + ML/AI solutions, automate workflows, and lead customer-facing escalations to improve retention and operational efficiency—working closely with cross-functional teams.

I’m a results-driven Senior IT Consultant and Customer Success Engineer with 20+ years of international experience across organizations including Microsoft, Fujitsu-Siemens, and Unisys. I’ve built a career around resolving high-impact escalations, aligning stakeholders in matrix environments, and turning complex customer needs into reliable, production-ready outcomes.

In recent roles, I’ve specialized in Python development, AI training & fine-tuning, and predictive analytics—designing automation workflows from data pipeline architecture to measurable operational efficiency. At Microsoft, I managed complex, high-profile escalations end-to-end and coordinated technical, product, account, and development teams to deliver unified resolution paths while improving support processes.

I also bring product and enablement experience from leading IoT product lifecycle work and delivering EMEA FastTrack operational improvements. My approach blends deep technical execution with clear customer success strategy—so teams move faster, customers stay confident, and systems perform under real-world constraints.

Experience

Work history, roles, and key accomplishments

Current

Senior IT Consultant & CS

Current

Self Employed

Dec 2025 - Present (5 months)

Delivered end-to-end technology solutions for clients, specializing in Python development, AI training, and machine learning model implementation. Designed data pipeline architectures and predictive analytics systems while collaborating with stakeholders to produce scalable, production-ready automation workflows.

Python AI Training Machine Learning Predictive Analytics Data Pipeline Architecture Workflows Stakeholder Management Customer Success

Escalation Manager

Microsoft

Feb 2025 - Jul 2025 (5 months)

Managed and resolved complex, high-profile customer escalations that exceeded frontline support capabilities, supporting swift resolution and customer retention. Orchestrated the escalation lifecycle with SLA accountability and coordinated cross-functionally to address critical customer issues.

Escalation Management Crisis Management SLA Cross functional Coordination Customer Retention Stakeholder Management

EMEA FastTrack Engineer

Microsoft

Dec 2021 - Feb 2023 (1 year 2 months)

Led functional analysis and AI-based automation of ticketing and incident management processes across EMEA, reducing manual handling through streamlined workflows. Resolved and triaged primary FastTrack escalations with deep technical analysis and developed optimization strategies supporting cost reduction initiatives.

Automation Incident Management Triage Technical analysis Process Optimization Cross Regional Operations

Product Manager (IoT)

Vodafone

Jul 2021 - Dec 2021 (5 months)

Managed the full product lifecycle for Vodafone IoT solutions, driving development through market research and competitive analysis. Defined product roadmaps with internal teams and external partners and aligned features with customer demand.

Product lifecycle Product Roadmapping Market Research Competitive Analysis

Pre-Sales Support Engineer

Microsoft

Nov 2018 - May 2021 (2 years 6 months)

Provided field support to Microsoft sales teams across EMEA, managing escalations tied to FastTrack customer engagements. Delivered training webinars and created Power BI reporting to analyze FastTrack escalation trends and outcomes.

Field Support Customer Escalation Webinars Customer Enablement Power BI Data Analysis

FastTrack Manager - Wizard

Microsoft

Mar 2018 - Jul 2018 (4 months)

Provided consultancy for Office 365 and EMS deployment and adoption for enterprise and SMB customers. Demonstrated product capabilities, resolved technical blockers, and drove adoption to maximize license utilization.

Office 365 SMB Adoption Product Demonstrations Technical Blocker Resolution

Exchange Online Engineer

Teleperformance

Feb 2017 - Mar 2018 (1 year 1 month)

Delivered advanced break-fix Office 365 support for business administrators across the LATAM region. Diagnosed and resolved incidents across Exchange Online, Outlook, Skype for Business, OneDrive, and SharePoint Online.

Office 365 Exchange Online Outlook Troubleshooting Skype For Business OneDrive Incident Resolution SharePoint Online

Flight Services Coordinator

NetJets

Jan 2006 - Sep 2006 (8 months)

Coordinated real-time private flight operations for shareholders and cardholders, managing cross-functional activities across ground services, catering, slots, and international planning. Ensured operational coordination across the involved service areas.

Slot Coordination Cross functional Coordination

Support Engineer (Unisys)

Unisys

Oct 2004 - Mar 2005 (5 months)

Managed B2B incident resolution through hardware and software troubleshooting. Maintained knowledge database management to support consistent service delivery.

Knowledge Management

Customer Relations Executive

Cygnific

Dec 2003 - Sep 2004 (9 months)

Managed commercial partner conflicts and led customer service enhancement initiatives for the Iberian market (Portugal & Spain). Improved customer service operations in collaboration with partner stakeholders.

Commercial Partner Conflict Management Customer Relations Iberian Market Support Conflict Resolution Partner Stakeholder Coordination

Customer Service Representative

Time Warner

Nov 2002 - Nov 2003 (1 year)

Provided B2C after-sales support, telesales, and outbound campaign execution to meet commercial targets. Supported customer follow-up and outbound activities aligned to sales goals.

B2C Support Telesales Outbound Sales Customer Service Commercial Support

HP Technical Support

HP – Hewlett Packard

Jan 1998 - Dec 1998 (11 months)

Delivered hardware and software troubleshooting support for HP consumer customers (B2C). Resolved customer technical issues through structured diagnostics.