{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "Cesar Almeida",
    "label": "Director of Customer Support",
    "image": "https://media.licdn.com/dms/image/v2/C4E03AQGBdmuKlRz3eg/profile-displayphoto-shrink_100_100/profile-displayphoto-shrink_100_100/0/1620117755010?e=1785369600&v=beta&t=j26YT_oW4f2BFV_3LPKsoh_Bf3B2Hfp0KhQD1oL3fWI",
    "summary": "Customer Support leader with 20+ years of experience improving global support operations, rebuilding team performance, and driving AI enabled transformation. Proven record of elevating customer satisfaction, strengthening processes, and scaling distributed support teams across multicultural environments. Delivered industry leading results at Microsoft: CSAT 4.87, Initial Response 99%, 59% reduction in case processing time, 80% reduction in defect rates, 94% reduction in unnecessary case transfers, 11,000+ cases closed in Q1 with 4% QA intervention. Skilled in operational stabilization, morale rebuilding, SLA governance, and modernizing support organizations through data, coaching, and AI driven workflows.",
    "location": "Lisbon, Portugal"
  },
  "work": [
    {
      "company": "Microsoft",
      "position": "Senior Technical Support Engineer — Microsoft Purview & Compliance",
      "startDate": "2026",
      "current": true,
      "highlights": [
        "Lead advanced investigations across Purview workloads (DLP, Sensitivity Labels, Insider Risk, IRM)",
        "Resolve high impact incidents with engineering teams",
        "Strengthen customer compliance posture",
        "Contribute to readiness and case quality improvements"
      ]
    }
  ],
  "skills": [
    "Support Leadership",
    "CSAT Strategy",
    "SLA Governance",
    "Escalation Management",
    "Workforce Optimization",
    "AI & Analytics",
    "Power BI",
    "Fabric",
    "KPI Frameworks",
    "Data Governance Compliance",
    "Purview DLP",
    "Sensitivity Labels",
    "Insider Risk",
    "IRM Operations",
    "Process Optimization",
    "Automation",
    "Quality Control",
    "Throughput Management"
  ],
  "availability": {
    "status": "open",
    "sponsorship": false
  },
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      "Microsoft",
      "Support Leadership",
      "CSAT Strategy",
      "SLA Governance",
      "Escalation Management",
      "Workforce Optimization",
      "AI & Analytics",
      "Power BI",
      "Fabric",
      "KPI Frameworks",
      "Data Governance Compliance",
      "Purview DLP",
      "Sensitivity Labels",
      "Insider Risk",
      "IRM Operations",
      "Process Optimization",
      "Automation",
      "Quality Control",
      "Throughput Management",
      "Director of Customer Support"
    ],
    "yearsOfExperience": 1,
    "seniority": "mid"
  },
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    "email": true,
    "platform": "freecv.org"
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    "canonical": "https://livelink.cv/cesar-almeida/cv.json",
    "lastModified": "2026-07-10T01:09:56.117Z",
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}