Customer Support Expert
I build support operations that perform — technically and humanly.
I build support operations that perform —
technically and humanly.
Most support problems have two layers: the system that's broken, and the team trying to hold it together. I work on both.
Fifteen years across Dell, e-Core, Crisp, and Clutch. I've gone from L1 intern to IT Manager leading distributed teams across Brazil, Malaysia, and Ireland — and then deliberately stepped back into hands-on engineering to stay sharp as the industry shifted around AI. I don't stay in one lane because good support doesn't either.
I hold a postgraduate degree in Industrial and Organizational Psychology — not because it was required, but because I had a natural feel for how people work under pressure and wanted theory to back it up. That background shows up in how I build teams, run performance conversations, and get the most out of people in high-stakes moments.
On the technical side: real-time leadership dashboards in Power BI and Python, API troubleshooting at scale, enterprise SaaS migrations, and 15 years of keeping critical applications running when it matters most.
If there's a faster, clearer, more humane way to get customers unstuck — and a team that grows in the process — I'm interested.
Enterprise support engineering at Clutch, bringing 15 years of support operations expertise to a new challenge. Focused on high-quality technical outcomes at scale.
After e-Core, I made a deliberate choice to return to hands-on support engineering — to reconnect with the craft and stay close to how AI is reshaping customer experience at the product level. At Crisp's messaging platform, I handled 7,200+ chat conversations solo, sustaining a 3m16s average first response time, 4m31s resolution time, and a 4.52 CSAT rating. Worked directly with product and engineering to translate live support data into bug reports and UX improvements.
Led the Migrations Support team through enterprise-scale Atlassian Cloud transitions — 40+ customers ranging from 10,000 to 50,000 users — achieving 95%+ customer satisfaction throughout. Served as PM for a Backlog Management Program that cut ticket volume by 20% in two quarters. Managed team performance through KPIs and OKRs, drove individual growth through a structured Growth Plan methodology, and represented the team in cross-department strategic initiatives.
Managed distributed teams across Brazil, Malaysia, and Ireland supporting Offline Sales, Order Management, and Finance applications. Built real-time leadership dashboards in Power BI and Python, replacing delayed reports with live data for executive decision-making. Managed team budgets and led readiness efforts during Dell's highest-stakes commercial periods.
Inherited a backlog of 1,500 open tickets. Working with a team of 21 support engineers, achieved a 70% reduction in two months by redefining team strategy and tightening execution. Primary cross-functional interface with Go-to-Market, Business, Infrastructure, Analytics, and Support teams. Managed VP-level escalations and contributed to KPI analysis across the organization.
L2 Application Support team lead for Dell's Commercial Services applications. Americas region Application Support Lead for Online and Offline Sales during Black Friday and Cyber Monday — some of the highest-pressure operational windows in the company. Led high and critical priority bridges with global teams. Deep investigation and troubleshooting using Splunk and AppDynamics.
Led Dell Financial Services application support, coordinated production environment changes, and sat on the Process Review Board. Began mentoring colleagues formally at internal events — an early signal of the leadership trajectory ahead.
Started as an L1 intern and grew into managing dell.com application support. Led global initiatives, became a trusted cross-team liaison for production environment changes, and earned the first of many peer recognition awards.
"These are the people I've worked alongside and supported. Their words mean more to me than any title."
Fernando is known on Dell on a World-wide level for his extremely empathy, ownership and leadership. He has worked on several High Pressure situations leading hundreds of the most brilliant minds on Dell, to resolve the most challenging situations — making it appear like he was having a walk in the park. Fernando is one of the most incredible leaders that I had the chance to work with, and is my role model of how an Exceptional professional should be.
Fernando was, by far, the best manager I've ever had. He believed in me and helped me transition into the IT field. He was the first mentor who truly focused on helping me build my career and develop both my technical and soft skills.
Fernando is a fantastic manager who truly cares about his team's well-being. His empathetic and human-centered approach fosters a positive and encouraging work environment. He is also skilled at using statistical data and analytics tools to understand and improve team's performance.
With his support, I was able to make a major change in my career, moving from a support role to a development role. He believed in my potential and created the opportunities I needed to succeed. Fernando is a great leader who balances achieving results with helping his team grow.
He is a people manager who transforms careers and lives. It's not just about leading a team, but about making a difference in the company as a whole. He has extensive knowledge in IT, data analytics, support, decision making, not to mention impeccable communication and negotiation skills.
Even during the peak of the Covid-19 pandemic, Nery managed to build a fully responsive, efficient, and high-performing remote team that delivered quality work and maintained a strong sense of unity. He proves that it's possible to be an effective and compassionate leader.
Fernando is naturally committed to continuous improvement, but never raises the bar longer than what his team is able to achieve. He's an incredible mentor, who is always wearing your shoes before taking any action or providing guidance.
He has grown from intern to Sr Advisor at Dell — and is definitely someone I look forward to seeing as a People Manager. Fernando's highlight is the leadership of our teams during Holiday Readiness since 2016, keeping everyone aligned and ready for action.
Fernando is one of the most talented and brilliant professionals that I've ever met. If I've achieved anything in my career, it was because of Fernando's guidance and mentoring on my day to day duties. He's and will always be my role model.
Pursued to put theory behind a natural ability to lead and connect with people — understanding not just how systems fail, but how people do, and how to help both recover.
Whether you're looking for a senior support engineer, a team lead who grows people, or someone to build smarter tooling around your support operations — I'm interested.