Walter OLIVEIRA
Malvern
Summary
Leadership and Relationship Management: 20+ years as a senior customer success leader and technical manager, specializing in steering high-profile projects and implementing technology solutions for large, global organizations. Strategic Problem Solving: Expert in crafting tailor-made solutions and tackling complex issues head-on, ensuring successful resolution and high client satisfaction. Project and Team Management: Demonstrates strong organizational skills and executive presence, adept at managing multiple concurrent projects and prioritizing tasks across support teams to meet all client requirements efficiently.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Senior Technical Quality Manager
SAP America, Inc.
Newtown Square, PA
04.2016 - 07.2023
- Served on-site assistance to key clients, fostering long-term relationships, and enhancing access to SAP services
- Enabled customers to adopt innovative, technology-driven solutions tailored to their business needs
- Identified customer requirements and designed architectural solutions, leading to multimillion-dollar service plans in collaboration with SAP teams such as HEC, Application Managed Services, and Premium Engagements
- Integrated system landscape monitoring to ensure successful service delivery
- Maintained open lines of communication with C-level executives, effectively managing expectations for significant projects through regular weekly, monthly, and quarterly meetings and reports
- Ensured secure implementation of SAP applications including Global Trade Services, Integrated Business Planning, Business Warehouse on HANA, HANA Migration, and ECC solutions.
Senior Support Consultant – Center of Expertise
SAP Labs Latin America
City, ST
04.2010 - 04.2016
- Led service delivery for the SAP Customer Center of Expertise across LATAM, NA, and EMEA regions
- Oversaw delivery of 125 services involving project validation, technical and performance optimization, data volume management, and training for SAP ERP, SAP HANA, and SAP Analytics portfolio applications
- Analyzed client solutions, system landscapes, core business processes, and process automation, recommending improvements aligned with new SAP technologies, products, and best practices
- Achieved a 76% 'green' rating for project outcomes, with key recommendations given to ensure project continuity
- Played a key role at SAP Mission Critical Center as a de-escalation architect in critical and production downtime
- Guided consultants in root cause analysis, communicated status updates to high-level customer and SAP leadership, and drove initiatives to meet escalation exit criteria, resolving issues and maintaining continuity.
Senior Support Consultant – Product Support
SAP Labs Latin America
City, ST
04.2007 - 04.2010
- Conducted root cause analysis on SAP Analytics tools (SAP Business Warehouse, Lumira, Business Objects)
- Analyzed incidents and provided solutions, leading to global recognition for top issue resolution in analytics
- Led an urgent six-month project for enterprise customers, directing a team of 20 in LATAM to generate preassembly reports for SAP customers; successfully delivered approximately 1,000 reports on time.
IT Support Specialist
PC Service Informatica
City, Brazil
03.2000 - 09.2009
Education
Bachelor of Science - Computer Science And Programming
Pontificiaificia UniversCatolicatolica - RS
Porto Alegre12-2005
Skills
- Root Cause Analysis
- Escalation Management
- Account & Project Management
- Consultation
- Customer Support
- Documentation And Reporting
- Technical Support
- Technical Troubleshooting
- Customer Service
- Delivery Management
- System optimization
- Application support
- Incident Management
Certification
- SAP LEAD Program (2008-2010)
- SAP ABAP Silver (2012)
- SAP ABAP Gold (2013)
- S4/HANA Fundamentals (2012)
Languages
Portuguese
First Language
English
Proficient (C2)
C2
Spanish
Advanced (C1)
C1
Timeline
Senior Technical Quality Manager
SAP America, Inc.
04.2016 - 07.2023
Senior Support Consultant – Center of Expertise
SAP Labs Latin America
04.2010 - 04.2016
Senior Support Consultant – Product Support
SAP Labs Latin America
04.2007 - 04.2010
IT Support Specialist
PC Service Informatica
03.2000 - 09.2009
Bachelor of Science - Computer Science And Programming
Pontificiaificia UniversCatolicatolica - RS
Professional Highlights
- Leadership and Relationship Management: 20+ years as a senior customer success leader and technical manager, specializing in steering high-profile projects and implementing technology solutions for large, global organizations.
- Strategic Problem Solving: Expert in crafting tailor-made solutions and tackling complex issues head-on, ensuring successful resolution and high client satisfaction.
- Project and Team Management: Demonstrates strong organizational skills and executive presence, adept at managing multiple concurrent projects and prioritizing tasks across support teams to meet all client requirements efficiently.
Professional Highlights
- Leadership and Relationship Management: 20+ years as a senior customer success leader and technical manager, specializing in steering high-profile projects and implementing technology solutions for large, global organizations.
- Strategic Problem Solving: Expert in crafting tailor-made solutions and tackling complex issues head-on, ensuring successful resolution and high client satisfaction.
- Project and Team Management: Demonstrates strong organizational skills and executive presence, adept at managing multiple concurrent projects and prioritizing tasks across support teams to meet all client requirements efficiently.
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