Alexandre Mitellus

Skills and Competences

Area Skill / Experience validated at Verint

General & Industry Specific

  • Thorough knowledge of Contact Centre business in EMEA
  • Has worked in a Partner environment
  • Thoroughly understands a Services and Support relationship with Partners
  • Has worked in a SaaS ‘Customer Success Manager’ arena
  • Experienced telecoms / IT services or technical manager / team leader
  • Good understanding of service delivery processes ideally in a 2 tier vendor / reseller model
  • Regarded as very knowledgeable/experienced in two or more of the following areas:
    • Experience of having successfully established partner Services and Support in the defined territory
    • SaaS deployments

Environment

  • Fast-paced, changing, revenue focused environment
  • Technical/Consulting team experience in software delivery environment

Professional / Task

  • Excellent all round knowledge of theVerint product range
  • Technical background in Contact Centre Technologies
  • Proven track record in delivering customer service best practice
  • Excellent verbal and written communication skills in English and French
  • Excellent presentation skills
  • The ability to guide and mentor internal staff and partners on support and services best practice.
  • Strong commercial awareness
  • Background of working with Business and Service Partners
  • ITIL qualification or experience of working in an ITIL environment

Personal

  • Excellent communicator
  • Strong relationship building skills
  • Analytical/methodical skills
  • Self-starter/ highly motivated
  • Ability to prioritize and delegate tasks
  • Fluent in French and English
  • Strong interpersonal skills

LANGUAGES

Mother Tongue: FRENCH

ENGLISH technical written, spoken and comprehension used on a Daily basis

GERMAN (A2 Level with Goethe Institue), PORTUGUESE Basic standard written, spoken and comprehension

Créole ( French Local languages)

MANAGEMENT SKILLS:

Project coordination monitoring, business analysis, training, communication, consulting, coaching, international experience; see the Dell training for the most recent trainings

TECHNICAL SKILLS:

Hardware

Practical experience of workgroup server hardware (SAS, ATA/SATA, SCSI, RAID, I/O topology, HDDs, TBUs, Server Memory and CPU Technology, KVMs, Racks)

Servers:

Proliant, PoweEdge, Cloud, and Blades architecture on both HP and Dell

Backup:

Tape or Disks, direct or network, on HP, IBM and Dell

Storage

Dell|EMC Product lie (CX, AX,…)
EqualLogic Level 2 (Trained in Nashua NH)
PowerVault (MDxxxx, …)

Operating systems:

VmWare 5.1 in 2013, Windows 2012, NT, W2K, W2K3, W2K8,XP, Vista, Ce, W7 Netware and Linux (RedHat or SuSE) troubleshoot bases, software (Office, Adobe Studio web development)

and languages web

(html, flash, php, Javascript);

Dell trainings:

Active systems Management (Vstart 1000)
EqualLogic Level 2
DCSE : Dell certified System Expert

Pre-SALES:

Creation, implementation and application of communication strategies, creation, usage and maintenance of customer databases. creation of logos, slogans, signs, and promotional material, advertising (all formats), cold calling, mail-shots, direct sales and promotion, client history management.

OTHERS SKILLS:

web designer and promotional material, advertising (all formats), cold calling, mail-shots, direct sales and promotion, client history management

OTHER COMPETENCES:

AFPS (French first aid certificate);
EUROPEAN DRIVING License (B);
Sport: Capoeira, Hiking, Diving, Skydiving