Glauber Roberto Serantoni

Senior Technical Customer Success

Teramind

May 2025 - Current (1 year 1 month)

Improved security response time by 14% through orchestrated behavioral analytics and forensic data analysis.Managed large-scale On-Premise deployments and SaaS, optimizing log retention and PostgreSQL integrity.Fortified security postures by implementing Content-Based DLP rules and OCR to ensure GDPR and HIPAA compliance.Resolved certificates conflicts and network issues involving Proxy, Firewall, SSL/TLS, and WebSockets.Streamlined rule creation with Regex and automated environments via Bash.

Senior Customer Success Manager

e-Core

Aug 2023 - May 2025 (1 year 10 months)

Acted as a strategic partner for global enterprise clients, ensuring real value from products like Jira and Loom, and achieved a 98% client satisfaction rating.Maintained a 99% SLA compliance over three years straight.Drove a 40% increase in product adoption through client education on platform features.Reduced churn by 25% using a data-driven 'Health Score' methodology to identify at-risk accounts.Leveraged Al tools and Machine Learning to preemptively address client issues and enhance customer experience.Aggregated ticket data with Al tools to improve documentation and provide proactive support.Managed a diverse tech stack, including Loom Diagnostics, Identity & Access solutions, Java Internals, API Performance, database extraction, web a

Senior Customer Success Specialist

HCL Technologies

Sep 2016 - Aug 2023 (7 years)

Increased software investment returns by 15% through strategic partnerships and utilization of AppScan and ClearCase tools.Served as Customer Advocate, reviewing open tickets and collaborating with support to maintain strong customer health metrics.Defined cybersecurity rules and created custom security reports in AppScan, ensuring compliance with industry standards and preventing vulnerabilities.Updated scanning policies to defend against the latest security threats, enhancing system and web application safety.Certified Kepner-Tregoe Coach, mentoring global teams on problem-solving for faster resolution of environment outages and a consistent client experience.Acted as the 'Voice of the Customer,' collaborating with engineering to adapt th

Senior Technical Support Engineer

IBM Global Services

Jul 2010 - Aug 2016 (6 years 2 months)

Served as a Senior Customer Support Engineer at IBM, focusing on global enterprise clients reliant on mission-critical systems.Managed Level 3 escalations for the US, APAC, and LATAM regions as the primary Escalation Focal Point for Brazil.Facilitated communication between high-value clients and the R&D team to expedite bug fixes and ensure operational stability.Conducted in-depth environment reproductions to isolate complex defects, minimizing downtime for client production pipelines.Worked towards maintaining customer health metrics.

Software Engineer

Consist

Aug 1999 - Jul 2010 (11 years)

Increased system efficiency by 20% by spearheading the development and implementation of mission-critical systems for 2 sectors.Natural/Adabas Full Stack developer engineer.Evolved from core software engineering to Support Engineer and Database Administrator role focused on system stability and reliabilityKey member of the pre-sales and technical implementation team, bridging the gap between sales promises and technical realityLed on-site deployments at major client locations, acting as the strategic link between code logic and the client's production environmentWorked within Agile and Scrum frameworks to ensure system rollouts met strict business requirements while maintaining high performance across diverse platforms

Glauber Roberto Serantoni

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