Ricardo Silva

Senior IT Sales

Summary
Strong experience: IT industries and Consulting, Hardware / Software Support, Consulting Services, Quality
improvement, Process, Projects and People Management, Businesses Unit Management, Software Licensing,
Channel, Partner and people Development;

Strong consulting services ability, strategic planning, coaching, IT head hunting;

Process development and optimization, ISO9000 certification, as well as internal auditor, ITIL certified,
6Sigma and Green Belt experience;

Great people management skills, managing: project managers, consultants, support analysts and pre sales,
across multiple platforms: SAP, Oracle, Microsoft, Vmware, Citrix, Linux, Unix, Networking, Storage,
Datacenter Services, and infrastructure services;

Great ability to manage complex problems, leading technical teams, dealing with many companies to develop
custom solutions, as well as, negotiating action plans and maintaining an effective communication process;

Ability to develop strategic and business plans.;

Ability of Managing projects and business areas in Brazil and Latin America, acting as regional project
manager, or being responsible for a regional business, helping business development, forecasting, Quota and
acting as a Regional focal point;

Strong experience with channels (sales and delivery) and partners like: Microsoft, Vmware, Citrix, Oracle in
Brazil and Latin America. Building partnership (go to market) and selling services, products and solutions.

Strong experience with software licensing (Microsoft, Adobe, Symantec, HP, IBM, Vmware, Citrix, Oracle.
Partnership and selling services, products and solutions.

Specialties: ITIL Certified, ISO 9000 Auditor, Senior Management Skills;

Strong Project Management Knowhow (PMO, PMP, PMI);

Relationship with partners like: Vmware, Citrix, Microsoft, channels, resellers, distributors and ISVs;

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Sales and Marketing management, directly and by channels;

Regional Management - Latim America;

Fluent: English and Spanish

Experience
Latam Strategic Account Sales - Genesys Care at Genesys
January 2017 - Present
Latin America Sales - Corporate Accounts - Genesys Care (Support Services)

MBA Teacher - Strategic IT / Sales Planning and E-Learning Tutorial at FGV

March 2008 - Present
Twice per mount, I teach IT Classes, including SOX, ITIL, IT Management and other important IT best
practices, and I used to teach sales classes too and also by E-Learning (EAD)

Senior Business Relationship Manager at Tata Consultancy Services

September 2013 - October 2016 (3 years 1 month)
Senior Business Relationship Manager and Delivery, development and Services Delivery to the TTH Area
(Travel Transportation and Hospitality) Industry, working with companies like: Gol, LATAM (TAM),
Azul, JSL, Movida, TNT, CCR, Passaredo and others. Pushing the Services IT portfolio: Consulting, BPO,
maintenance, support and Broad solutions: SAP, Oracle, BI, Service Desk, Scrum, Software Factory, Sustain
etc and been responsible to the delivery too, managing customer satisfaction, gross margin, quality and
employee satisfaction.

Business Development Manager ISVs at IBM

March 2012 - August 2013 (1 year 5 months)
I'm responsible to pursuit the IBMs portfolio (Software, Services and Hardware) thought ISV's or channels,
resales, strategic partners, integrators that could be named as strategic ISV's in Brazil and also act as an
IBM "evangelist", and doing a long term relationship to this ISV's in terms of projects, deals, contracts,
partnership, controlling pipeline, deal generation and work with other IBM's offering to maximize the
ISV's and IBM's success. I'm also responsible to Cloud business initiative in Brazil (SAAS, PAAS, IAAS)
and made the "glue" to the IBM's smart cloud enterprise offering. http://www.ibm.com/br/ibm/history/
ibm_brasil.phtml

IT Product and Pre-Sales Manager at TCI Group

February 2011 - December 2011 (10 months)
Reporting to the Sales VP, my goal is improve sales, leads and pre sales quality plus the win / loss analysis.
The IT portfolio is BPO, BPM(s) SOA, ITIL, Service Desk, ECM, Supply, GED and others, plus licensing

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 (Oracle and IBM) to these verticals: Government, Natural Resources, Oil and Gas, Enterprise, Sugar and
Alcohol, Commodities, Manufacturing, Financial, Telecom and others.

We work closer with partners selling and delivering projects, orchestrating the resources allocation and
partners, to have a winning bid. And We are responsible to give an appropriate response to RFIs, RFQs,
RFPs and Publics RFQs, plus design the size, scope and ROI to the customers projects.

We promote workshops, lead generation and in addition we help direct and indirect sales to pursuit,
identifying and qualifying opportunities, mapping opportunities with Oracle and IBM and other vendors. I
work as a BDM (Business Development Manager) and Product Manager, helping to create new solutions,
products and offerings with or without partners, I am measured by market share, customer satisfaction
(internal and external), projects contribution margin and scope assertiveness.

In addition we take care of the partnership management, such as Oracle, IBM, Avnet and, Microsoft.

Account Manager - Enterprise at Commodity

March 2010 - December 2010 (9 months)
Business development, working as a sales hunter and improve new businesses, Target: National and
Multinational companies providing solutions to Contact Centers and Customers Services (IVR, Recording
and Dialer Systems, Integration, CRM, NOC, Support and Outsourcing). Responsible to show the portfolio
value to customers and to close new deals. We increased the number of contracts and we got, until now, 5
new outsourcing contracts, plus many equipment orders. Customer Penetration: Santander, Teleperformance,
Atento, Huawei, Almaviva, SP Call Center, Zanc and others.

Sales Director
February 2008 - November 2009 (1 year 9 months)
Business development, working as a sales hunter and improve new businesses with national and
multinational companies. Strong share at IT and HR space, articulating the portfolio value, working in
coaching process, training, recruitment and IT professional allocation (body shop). We achieved more
than 100% of growth, increasing the number of contracts and we also worked with some partners to sell
and delivery processes, consulting services and training. Penetration at many national and multinational
companies like: Natura, Santander, Itautec, D2D, Y3, Net Cable TV, Accenture, Atos Origin and others.

Business Manager - Microsoft, Consulting and Infra structure Services at Hewlett-Packard

May 2002 - September 2007 (5 years 4 months)
Businesses Management: Software licensing, support and consulting services to Microsoft products and
Consulting Services to all HPs infrastructure and multi-vendor (Software and Hardware), for example:
Storage, Servers, Consolidation, Virtualization, Citrix, Vmware, Linux, HP-UX, Microsoft, Backup, Security
and others. We were responsible to maintain sustainable business growth, to lead the strategy and obtain
results (quota, growth, quality and margin) and generate reports to provide information about forecast and

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 quarter results to Brazil and Americas Region. I was responsible to delivery training to direct and indirect
sales forces, as well as, acting with the new product introduction process for both areas. The area consists on:
presales, technical delivery, project management and administrative area.

Support Manager Microsoft, licensing and Printing outsourcing - HP at Hewlett-Packard

November 1997 - May 2002 (4 years 6 months)
I managed a multi proposal area: Multi-Vendor Software Support / Licensing, and Printing Outsourcing
Solution. The first one provides Microsoft Support (MS Gold Certified Partner) and also non-HP Software,
like: SAP, Novell, Cisco, Oracle and others, we were responsible to delivery consulting services to
multi-platforms. The Second one provides Volume Microsoft Licensing contracts (DLAR). The third
responsibility was to manage the outsourcing printing area, being responsible to the business and service
delivery (Hardware, Software and managing the outsouring print solution). During this period my team was
composed of 28 people reporting to me, and more than 100 subcontractors. I worked together with sales and
marketing to quota assurance, to create and customize services like: consulting, training and licensing for all
non HP Software and HW products

Escalation Manager at Hewlett-Packard

October 1995 - November 1997 (2 years 1 month)
Responsible to Provide solutions to critical customer problems, moving companys resources as needed,
like: people, equipment, software, external resources, parts and partner or division escalation process. I was
responsible to do the action plan and negotiate with the customer to implement the solution or a work around
until problem resolution. I was responsible to find the root cause and develop and implement adjustments to
prevent the problem. Managing this area I led the ISO 9000 implementation and certification.

Account Delivery Manager - Client Manager at Hewlett-Packard

June 1993 - October 1995 (2 years 4 months)
Work to support contracts negotiations, SLA assurance, reports generation, commercial proposals
development, strategic account planning, and relationship to customer and pre-sales. I also worked with
banking automation projects and corporate network.

Trainee to Technical Lead and Support at Hewlett-Packard

April 1985 - June 1993 (8 years 2 months)
Support Analyst and training: Support to banking automation solutions, acted as team leader of a group
responsible for the second level support for field technician in Brazil. And I was responsible for technical
training. Period: from 1991 to 1993.

Laboratory/field maintenance: Maintenance to HP products, automation, banking, with several operational

systems (Windows, Unix, and the SCO Unix) and networking. Period: from 1985 to 1991.

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Education
UC Irvine
MBA, Iternational MBA to brazilian executives, Iternational MBA to brazilian executives, 2006 - 2006
Activities and Societies: 6Sigma, Project Management, Strategic Planning, Quality and Business Management
FGV - Fundao Getulio Vargas
MBA, Strategic IT Management, Strategic IT Management, 2002 - 2003
Activities and Societies: Human Resources, Economy, Project Management, New Web Technologies,
Strategic Planning, IT Technologies and ROI / Budget management.
Fundao Armando Alvares Penteado
Master Degree, Marketing, Marketing, 1996 - 1997
Activities and Societies: Services and Product Marketing, B2B and B2C
Universidade Presbiteriana Mackenzie
Graduated, Electronic, Electronic, 1985 - 1988
Activities and Societies: Circuits, Systems, Audio, Video, Computers and Telecomunication

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Ricardo Silva
Senior IT Sales

Contact Ricardo on LinkedIn

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