Edson Moises Borbón Onofre

As a Functional Manager one of the main tasks is managing and supervising the department's resources for assigning projects to be development, those projects could be new tools, repair a bug, new platform, etc., also assign direct responsibilities such as training, customer support. Another activity as a FM is generation of logistics for the application of massive exams for universities where the number of people to give support, the configuration of the exams, reports on the application and meetings with clients is managed.

As PM, the main task is the organization of the tasks for the development of the projects, using tools such as Trello, Airtable and DevOps, were created schedules with all the tasks to be developed to trace the deliverables to the clients and the project completion date. The schedules were built based on the client's needs, time to develop every task, QA Time, etc... These schedules were shared with the client to approve or made a change.

As a SDM the main function is maintain good relationship with the clients and improve the company services to keep then satisfied, also provided training about how to use the Territorium Platform to different roles like System Administrator, Instructor and end user, generate SQL queries to get reports, create excel dynamic tables to show the information to the clients, follow-up tickets to provide solution or assign the case to a different department to be solved.

Manage the queue cases on Salesforce helping System Administrators with their Blackboard Learn platform, database reports, help with patches installation, keeping their environments up to date. Analyzing technical trends with Blackboard solutions and provide appropriate feedback to other peers located in other geographies like USA, Europe & Australia.

• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
• Led employee relations through effective communication, coaching, training, and development.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Recruited and trained high-performing team members, maintaining optimized customer service.
• Developed performance measurement strategies, identifying areas for improvement.